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Implementing an IT service information management framework: The case of COTEMAR

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  • Lucio-Nieto, Teresa
  • Colomo-Palacios, Ricardo
  • Soto-Acosta, Pedro
  • Popa, Simona
  • Amescua-Seco, Antonio

Abstract

It is evident that organizations are demanding more efficient information management technologies in order to offer high quality services for both internal and external clients. Firms pursue the implementation of processes aligned to their strategic and operational objectives and, to achieve these goals, they usually introduce various frameworks and approaches to information technology service management, such as Information Technology Infrastructure Library (ITIL) or Control Objectives for Information and Related Technologies (COBIT). However, once incorporated, it is essential to have mechanisms that guarantee performance efficiency. One of such mechanism is the Service Management Office (SMO). The case analysis presented here describes the lessons learned from its implementation in COTEMAR. The results provide useful insights for firms interested in integrating SMO within IT service management practices.

Suggested Citation

  • Lucio-Nieto, Teresa & Colomo-Palacios, Ricardo & Soto-Acosta, Pedro & Popa, Simona & Amescua-Seco, Antonio, 2012. "Implementing an IT service information management framework: The case of COTEMAR," International Journal of Information Management, Elsevier, vol. 32(6), pages 589-594.
    • Handle: RePEc:eee:ininma:v:32:y:2012:i:6:p:589-594
    DOI: 10.1016/j.ijinfomgt.2012.08.004
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    References listed on IDEAS

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    1. Colomo-Palacios, Ricardo & Fernandes, Eduardo & Soto-Acosta, Pedro & Sabbagh, Marc, 2011. "Software product evolution for Intellectual Capital Management: The case of Meta4 PeopleNet," International Journal of Information Management, Elsevier, vol. 31(4), pages 395-399.
    2. Nelson Gama & Raúl Nunes da Silva & Miguel Mira da Silva, 2011. "Using People-CMM for Diminishing Resistance to ITIL," International Journal of Human Capital and Information Technology Professionals (IJHCITP), IGI Global, vol. 2(3), pages 29-43, July.
    3. Kooper, M.N. & Maes, R. & Lindgreen, E.E.O. Roos, 2011. "On the governance of information: Introducing a new concept of governance to support the management of information," International Journal of Information Management, Elsevier, vol. 31(3), pages 195-200.
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