Expert System for Information Technology Services Management

Abstract

In the company it was identified that the level of maturity in relation to the implementation of the systems is inconclusive, there is little confidence, low level of efficiency, and the times exceed what is stipulated. The objective was to demonstrate that the expert system significantly improves the average time, reliability levels, and efficiency in evaluations of maturity levels in the management of IT services of the Sions Company. Likewise, the CommonKADS methodology was used to build the knowledge of the expert system and SCRUM for the active monitoring of the project. Regarding the methodology of scientific research, it was based on the quantitative approach, pre-experimental design; the study population was made up of 16 evaluations of technology companies in Peru. The results showed that the expert system improved the average time in the evaluation of maturity levels by 85%, compared to the traditional system. In this way, the levels of reliability and efficiency improved by approximately 49% compared to the traditional system. In this way, the levels of reliability and efficiency improve in 49% the capacity of response, the quality of the service and the functional availability in the evaluations of the technological management. Therefore, the processes of the service management phases such as design, strategy, transition, operation and continuous improvement benefit by reducing time, costs and increasing its functionality for companies that have technological services as part of the business strategy. Therefore, the expert system would be applied in companies of different areas that have technological services, whose purpose allows to identify the current state of the service and its possible improvement over time.