VALIDACIÓN DE UN MODELO DE MEDICIÓN PARA LA GESTIÓN DE LA CALIDAD DEL SERVICIO EN EL ÁMBITO DE LA AUDITORÍA DE TECNOLOGÍAS DE LA INFORMACIÓN

Abstract

The objective of the research is the validation of an instrument (rubric) for the management of the quality of the service in the IT department. Methodologically, the construction of a 73-item rubric based on the standards and standards for the GSTI is described, analyzing processes such as: Change management (16 items), Release and deployment management (15 items), Incident management (14 items), Problem management (15 items) and the service desk function (13 items). The items were measured on a Likert scale of 4 levels (Not done, Need to be reinforced, Partially Achieved, Completely Achieved). In turn, the content validity of the instrument focused on the evaluation of expert judgment. Later it was applied in a private company related to the provision of telephone and telemarketing services. An analysis based on the Theory of Generalizability was used to confirm the validity and reliability of the design of the rubric and in order to generalize the results found, for which a mixed measurement model and a 3-facet design were determined (Departments, Items and Auditors). The results show that the instrument is reliable because in all the processes the Generalizability coefficient was 0. Thus, this study verifies the validity of the proposed instrument in the field of IT audit; On the other hand, it demonstrates that Theory G allows to validate instruments in the area of IT audit, diminishing the bias that the instruments have during this process.