<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2227-1899</journal-id>
<journal-title><![CDATA[Revista Cubana de Ciencias Informáticas]]></journal-title>
<abbrev-journal-title><![CDATA[Rev cuba cienc informat]]></abbrev-journal-title>
<issn>2227-1899</issn>
<publisher>
<publisher-name><![CDATA[Editorial Ediciones Futuro]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2227-18992021000300001</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Influencia de ITIL V3 en la gestión de incidencias de una municipalidad peruana]]></article-title>
<article-title xml:lang="en"><![CDATA[Influence of ITIL V3 in incident management of a Peruvian municipality]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Sánchez Casanova]]></surname>
<given-names><![CDATA[Fiorella Stefhanie]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Valles Coral]]></surname>
<given-names><![CDATA[Miguel Ángel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Peruana Unión  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Peru</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>09</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>09</month>
<year>2021</year>
</pub-date>
<volume>15</volume>
<numero>3</numero>
<fpage>1</fpage>
<lpage>19</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S2227-18992021000300001&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S2227-18992021000300001&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S2227-18992021000300001&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN La gestión de incidencias de ITIL v3 permite a las organizaciones que la atención, manejo y resolución de las mismas sea de manera rápida y organizada, y las interrupciones en los servicios serán cada vez menos. El objetivo de esta investigación fue mejorar la gestión de incidencias en una municipalidad peruana, a través de la implantación de un modelo de gestión de incidencias del marco de trabajo de ITIL v3. El diseño de la investigación fue de tipo pre experimental con una muestra de 40 trabajadores, a quienes se les aplicó un instrumento que contaba con 3 dimensiones y 12 indicadores en escala de Likert, para medir el grado de satisfacción y la percepción de la calidad del modelo implantado. Los resultados del análisis de datos a través de la prueba t de Student para muestras relacionadas fueron favorables dado que los valores de p por dimensiones fueron menores a 0,005, asimismo, existe una diferencia entre el pre test y post test, de 55 % a 82%. Finalmente se concluye que el modelo de gestión de incidencias bajo el marco de trabajo de ITIL V3 influenció significativamente en la gestión de incidencias de la municipalidad.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT The implementation of a framework such as the Information Technology Infrastructure Library in organizations is essential for good management of information technology services. The objective of this review was to explore and show the reasons for the success or failure of an ITIL version 3 implementation. The systematic literature review methodology was used to search and classify reliable and quality studies published in bookstores. renowned digital target related. The research and review of different studies on ITIL implementation, identified 12 reasons for both success and failure, which are related to the human factor and organization, in some cases these reasons were explicitly obtained and in others it was adopted the inference method. Finally, it was concluded that success revolves around the commitment, attitude and aptitude of both senior management and all the people involved in the project, in addition to fluent communication, a good interpersonal relationship, and a good working environment between them, likewise, the failure is mainly due to the poor determination of the objectives and strategic alignment of the project.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[calidad de servicio]]></kwd>
<kwd lng="es"><![CDATA[gestión de incidencias]]></kwd>
<kwd lng="es"><![CDATA[ITIL v3]]></kwd>
<kwd lng="es"><![CDATA[tecnología de información]]></kwd>
<kwd lng="en"><![CDATA[quality of service]]></kwd>
<kwd lng="en"><![CDATA[management of incidents]]></kwd>
<kwd lng="en"><![CDATA[ITIL v3]]></kwd>
<kwd lng="en"><![CDATA[information technology]]></kwd>
</kwd-group>
</article-meta>
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