ELABORAR UN GUIÓN DE AUDITORÍA PARA EVALUAR LA MADUREZ DE LA GESTIÓN DE SERVICIOS DE TI BASADOS EN ITIL EN EMPRESAS PETROLERAS DEL SECTOR PÚBLICO

Abstract

The IT Service Management allows to obtain an evaluation of the level of technological maturity of the organizations, through an audit that presents the use of a series of norms and standards based on the best practices, according to the needs, objectives and goals of each organization. Through this investigation an audit script is proposed, based on the needs of public oil companies. The evaluation of experts and the studies around ITIL allowed to validate the instrument in three phases: design, operation and transition of IT services. The result of the application of the audit script in the public oil company, the level of maturity administered quantitatively is shown, the results are an efficient management according to the rating scale used to measure the management of IT services in ITIL V3.