Abstract:

The catalog of Information Technology (IT) services is a structure where the IT services are identified and classified in a specific organization, this catalog is the basis for the IT services portfolio to be properly managed during its useful life, therefore the activities of identification, the classification of services, the conformation of the technical catalog and the catalog for the user, the dropping of services and the contribution that can provide a correct record of the delivery of IT services should be developed in a harmonic way with the assumption that many organizations avoid the construction of the IT Services Catalog (ITSC) due to the complexity of this activity or the lack of proven proposals for this purpose, this document describes the results of a field study applied to 100 IT users in 20 public organizations in the province of Manabí, Republic of Ecuador, which have the IT department or area, to determine the status of ITSC management in the public sector. This study identifies important aspects such as: a) the level of knowledge of users on the services provided by the IT department or área. b) The means that users use to access IT services. c) The level of participation of users for the identification of services, classification of services, conformation of the technical catalog, conformation of the catalog for the user and withdrawal of services. d) The ratings that the users give to the management service which are carried out by the IT department. The results of the study provide a clear view from the perspective of the IT user that encompasses the activities described above that are intrinsic to the management of the ITSC.