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Towards a Maturity Model for IT Service Management Applied to Small and Medium Enterprises

  • Renato Ferraz Machado
  • Sheila Reinehr
  • Andreia Malucelli
Part of the Communications in Computer and Information Science book series (CCIS, volume 301)

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.

Keywords

ITSM Maturity Model ISO 20000 MPS.BR ITIL 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2012

Authors and Affiliations

  • Renato Ferraz Machado
    • 1
  • Sheila Reinehr
    • 1
  • Andreia Malucelli
    • 1
  1. 1.Graduate Program in Computer Science (PPGIa)Pontifícia Universidade Católica do Paraná (PUCPR)CuritibaBrazil

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