Examinando por Autor "Ramírez Sotelo, Diego Fernando"
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- PublicaciónAcceso abiertoEstrategia de gerencia de servicios de TI en L'Oréal(Bogotá : Universidad Externado de Colombia, 2019., 2019-06) Obando de la Cruz, Francisco Javier; Ramírez Sotelo, Diego FernandoThe study approaches key points on IT service delivery in a beauty care product world leader manufacturer and trading multinational company known as L'oreal. lt starts by identifying historical facts on the organizational change performed on the global basis of IT area and the further impact on the service delivery of each one of the countries. Based on the difficulties found in the organization, methods and standards for IT delivery service currently available in the business market are analized in order to spot the most helpful ones to serve as basis of a model tailored to meet the organazation needs. Subsequently, the authors outline the ITIL methodology viewing it as an adjustment method, and taking its most relevant aspects to develop a delivery service scheme tailored to Loreal needs which results in a technology service management implementation proposal oriented to solve the problems arising in the organization as well as to make improvement plans for IT processes.