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Analyzing IT service delivery in an ISP from Nicaragua
KTH, School of Information and Communication Technology (ICT), Computer and Systems Sciences, DSV. Stockholm University, Sweden .
2010 (English)In: Organizational, Business, and Technological Aspects of the Knowledge Society: Third World Summit on the Knowledge Society, WSKS 2010, Corfu, Greece, September 22-24, 2010. Proceedings, Part II, Springer Berlin/Heidelberg, 2010, no PART 2, 155-165 p.Conference paper (Refereed)
Abstract [en]

This paper presents a method for analyzing IT service delivery and its application in an Internet Service Provider (ISP). The method proposed is based on ITIL-processes and case study technique; it includes questionnaires for gathering information, semi-structured interviews, focus groups and documents as sources of information for recognition of factual information. The method application allows to the ISP determines its practices and limitations of the IT Service Delivery.

Place, publisher, year, edition, pages
Springer Berlin/Heidelberg, 2010. no PART 2, 155-165 p.
, Communications in Computer and Information Science, ISSN 1865-0929 ; 112
Keyword [en]
Factual information, Focus groups, IT services, Nicaragua, Semi structured interviews, Internet, Internet service providers, Surveys, Information technology
National Category
Computer and Information Science
URN: urn:nbn:se:kth:diva-150069DOI: 10.1007/978-3-642-16324-1_17ISI: 000288466500017ScopusID: 2-s2.0-78649886594ISBN: 3642163238ISBN: 978-364216323-4OAI: diva2:741965
3rd World Summit on the Knowledge Society, WSKS 2010; Corfu; Greece; 22 September 2010 through 24 September 2010

QC 20140829

Available from: 2014-08-29 Created: 2014-08-29 Last updated: 2015-06-11Bibliographically approved

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ReferencesLink to record
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