Abstract
Despite the discussions about Information Technology (IT) management, models are constantly on the agenda. A lack of maturity models that meet the needs of IT management service providers which conform to the reality of small and medium-sized companies can be observed. This paper presents a proposal for a maturity model for IT service management, called MM-GSTI. The proposed model is compliant to ISO / IEC 20000 and models CMMI for services (CMMI-SVC) and MPS.BR, and uses practices described in ITIL. Its goal is to help service providers in the implementation of improvements for the management of IT services.
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Machado, R.F., Reinehr, S., Malucelli, A. (2012). Towards a Maturity Model for IT Service Management Applied to Small and Medium Enterprises. In: Winkler, D., O’Connor, R.V., Messnarz, R. (eds) Systems, Software and Services Process Improvement. EuroSPI 2012. Communications in Computer and Information Science, vol 301. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-31199-4_14
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DOI: https://doi.org/10.1007/978-3-642-31199-4_14
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