Abstract

Description of a management indicators model for information technology (IT) services provided to an organization, based on tangible and intangible management indicators obtained from the 13 processes that make up the ISO/IEC 20000 and Information Technology Infrastructure Library (IT management framework references). The model has been empirically tested on more than 90 IT services provided by the Internal Systems Division of Indra to the organization. The results obtained show once again that to add value to an organization, its IT services must efficiently manage equipment availability, continuity and capacity and control changes, both to improve the response time of incident resolution and to ensure customer satisfaction.