Abstract
The current success of organizations depends on the successful implementation of Information and Comunication Technologies (ICTs). Good governance and ICT management are essential for delivering value, managing technological risks, managing resources and performance measurement. In addition, outsourcing is a strategic option which complements IT services provided internally in organizations. This paper proposes the design of a new holistic maturity model based on standards ISO/IEC 20000 and ISO/IEC 38500, the frameworks and best practices of ITIL and COBIT, with a specific focus on IT outsourcing. This model is validated by practices in the field of higher education, using a questionnaire and a metrics table among other measurement tools. Models, standards and guidelines are proposed in the model for facilitating adaptation to universities and achieving excellence in the outsourcing of IT services. The applicability of the model allows an effective transition to a model of good governance and management of outsourced IT services which, aligned with the core business of universities (teaching, research and innovation), affect the effectiveness and efficiency of its management, optimizes its value and minimizes risks.
Highlights
One thing to change about Information and Comunication Technologies (ICTs) at university level is the deeply rooted approach which exists, or which used to exist, called infrastructure management
MM takes into account ISO/IEC 20000 and IT Infrastructure Library (ITIL) v3, but it is customized to integrate governance and management into a single model
In order to design the proposed maturity model, we studied in detail every reference on the provision of IT services that there is in the ISO 20000 and ISO 38500 standards and ITIL v3 and COBIT methodologies
Summary
One thing to change about ICT at university level is the deeply rooted approach which exists, or which used to exist, called infrastructure management This kind of management has evolved into a governance and management model more in line with the times, which is a professional management of services offered to the university community [6]. It is for this reason that in recent years a set of methodologies, best practices and standards, such as ITIL, ISO 20000, ISO 38500 and COBIT, have been developed to facilitate ICT governance and management in a more effective and efficient way. The degree of involvement, the volume of services offered, and the participation or external alliances with partner companies through outsourcing are of special interest
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