MODELO DE GESTIÓN ESTRATÉGICA DE LOS SERVICIOS DE TECNOLOGÍAS DE LA INFORMACIÓN. CASO DE ESTUDIO CITIKOL S.A.

Abstract

This research aims to propose a Strategic Information Technology Management Model that allows the analysis of the maturity level of IT processes to optimize them and standardize them based on best practices in such a way as to generate value To the business and help in decision making in the organization. In the investigation, a pilot of the proposed ITIL-based model was executed at Citikold S.A. To carry out the analysis and suggest the necessary correctives so that the IT area becomes a generator of value for the company and the improvements proposed serve as a basis for a later implementation of an IT Government under the framework of COBIT. With the development of this research we managed to note that a Strategic Information Technology Management Model is to have a clear definition of the processes, roles and responsibilities so that it can achieve its objectives and also to note that the improvement process Continuum is vital to adopt evaluative methods that allow us to determine whether things are being done right or how they can be improved so that IT becomes a permanent generator of value in the company.