REFLECTIONS ON THE INFORMATION TECHNOLOGY SERVICES MANAGEMENT

Abstract

The article aimed to share reflections on the Information Technology (IT) services management, specifically, in the Cuban business sector. The encompassing processes and their correspondence with the entities´ needs were analyzed. The IT Infrastructure Library version 3 and ISO\IEC 20000-1:2011 are deemed the most effective standards and methodologies for IT service management due to their specialization and the proven benefits to service-providing organizations. An analysis of the real implementation of the research´s topic in the Cuban context demonstrates the need to increase the use of standards and methodologies that allow to improve the IT service management in IT service providers and IT- specialized departments.