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Evaluating IT Service Delivery amongst ISPs from Nicaragua
KTH, School of Information and Communication Technology (ICT), Computer and Systems Sciences, DSV.
2010 (English)In: 16th Americas Conference on Information Systems 2010, AMCIS 2010: Volume 2, 2010, 1464-1472 p.Conference paper (Refereed)
Abstract [en]

This paper presents an evaluation of IT service delivery by Internet Service Providers (ISPs) from Nicaragua at the end of 2009. The evaluation is supported by a methodological approach based on IT Infrastructure Library (ITIL) v.2 concepts and case study techniques. The evaluation involved three ISPs that are nation-wide Internet Service Providers with more than ten years running. We describe the current practices and limitations of IT service delivery in ISPs from Nicaragua. Finally, we argue that existing IT service delivery practices amongst ISPs have matches to ITIL processes, although the ITIL processes are not known amongst them.

Place, publisher, year, edition, pages
2010. 1464-1472 p.
Keyword [en]
Case study, Internet Service Providers (ISPs), ITIL, Service delivery
National Category
Information Systems, Social aspects
URN: urn:nbn:se:kth:diva-148885ScopusID: 2-s2.0-84870419918ISBN: 978-161738952-8OAI: diva2:738145
16th Americas Conference on Information Systems 2010, AMCIS 2010, 12 August 2010 through 15 August 2010, Lima, Peru

QC 20140815

Available from: 2014-08-15 Created: 2014-08-14 Last updated: 2014-08-15Bibliographically approved

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