Reference Frameworks (ITIL, COBIT, ISO/IEC 20000) and IT Service Management
Keywords:
IT service management, Agile methodologies, Continuous integration, Service management systemAbstract
This analysis examines three fundamental approaches to managing technology operations in contemporary organizations: ITIL, COBIT, and ISO/IEC 20000. Through exhaustive research of specialized literature and international regulatory documentation, the distinctive characteristics, operational scope, and comparative advantages of each model are identified. The findings show that ITIL focuses on the efficient execution of technological processes; COBIT provides oversight and control at the corporate level; while ISO/IEC 20000 establishes measurable criteria for certification. The research concludes that the integrated application of these three models boosts productivity, strengthens oversight mechanisms, and synchronizes digital services with business strategy.
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Axelos. (2019). ITIL® 4: Foundation. TSO (The Stationery Office). Obra oficial que explica los principios, componentes y prácticas clave del marco ITIL 4.
British Standards Institution. (2018). BSI Standards Publication: ISO/IEC 20000-1:2018 Implementation Guidance. BSI. Guía práctica para implementar la norma ISO/IEC 20000, utilizada en estudios aplicados y comparativos.
Cannon, D., & Wheeldon, D. (2011). ITIL Service Strategy: 2011 Edition. TSO. Texto académico fundamental para comprender la evolución del ciclo de vida del servicio en ITIL.
Galup, S. D., Dattero, R., Quan, J. J., & Conger, S. (2009). An overview of IT service management. Communications of the ACM, 52(5), 124–127. Artículo científico que analiza los fundamentos, procesos y beneficios del ITSM desde una perspectiva académica.
International Organization for Standardization. (2018). ISO/IEC 20000-1:2018 – Information technology—Service management—Part 1: Service management system requirements. ISO. Norma principal que define los requisitos obligatorios para los Sistemas de Gestión de Servicios (SGS).
International Organization for Standardization. (2024). ISO/IEC 20000-15:2024 — Guidance on the integration of Agile and DevOps practices in service management systems. ISO. Actualización oficial que incorpora enfoques ágiles y DevOps dentro de los SGS.
ISACA. (2019). COBIT 2019 Framework: Introduction and Methodology. ISACA.Documento oficial que desarrolla los fundamentos, procesos y objetivos del marco COBIT 2019.
Van Grembergen, W., De Haes, S., & Moons, J. (2018). Enterprise Governance of Information Technology: Achieving Alignment and Value. Springer. Referencia académica clave para el estudio de la gobernanza tecnológica, alineada con los principios de COBIT.
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Copyright (c) 2025 Aida Lissette Quintanilla-Hernández, Fernando José Aldana-Soriano, Emely Diana Barahona-Bernal , Guillermo Daniel López-Montenegro, Rodrigo Sebastián Navidad-Torres
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
