Regulación y marcos de trabajo para la gestión de sistemas de Tecnologías de la Información

En la actualidad, a través de los sistemas de Tecnologías de la Información (TI) se ofrecen servicios muy diversos que tienen requisitos cada vez más específicos para garantizar su funcionamiento. Con el fin de cumplir dichas garantías, se han estandarizado diferentes normativas, así como marcos de trabajo, también llamadas recomendaciones o manuales de buenas prácticas, que permiten al proveedor de servicios verificar que se cumplen dichos requisitos y ofrecer tanto al cliente final como a la propia organización un servicio de calidad que permita generar valora todas las partes. Con la aplicación de dichas recomendaciones y normativas, las empresas y Administraciones Públicas garantizan que los servicios telemáticos que ofrecen, cumplen estándares de calidad permitiendo así ofrecer al usuario final una plataforma estable y adecuada al servicio prestado. Dichas normas y marcos hacen referencia tanto al servicio TI propiamente dicho como al propio sistema de gestión del servicio TI, de tal forma que, a través de una operación adecuada del sistema que gestiona el servicio, podemos hacer que dicho servicio esté continuamente mejorando. En concreto nos centramos en la norma más empleada, ISO 20000, y en el marco de trabajo o referencia de buenas prácticas, ITIL 2011, con el fin de dar una visión clara de los diferentes procesos, actividades y funciones que ambas definen para generar valor en la empresa a través de los sistemas de TI. Con el fin de ayudar a la comprensión tanto de ITIL como de ISO 20000, se ha desarrollado a modo de ejemplo la implementación tanto de ITIL inicialmente y luego ISO 20000 sobre de un servicio que ya está en funcionamiento definiendo para cada una de las cinco fases del ciclo de vida que, tanto en la norma como en el marco se utilizan, los procesos y funciones necesarias para su implementación, y su posterior revisión. ABSTRACT. Today, we’ve got a lot of different services thanks to Information Technologies (IT) service management: they have increasingly specific requirements to ensure a good operation on the service they support. In order to meet these requirements, it has been released different standardized regulations and frameworks, also called recommendations or good practice guides. They allow the service provider to verify that such requirements are met and offer both to the end customer and to the own organization that manage this system, a quality service that will generate value to both parts. In the end, with the implementation of these recommendations and regulations, companies and public authorities ensure that the telematics services offered meet the quality standards they seek, allowing the end user to offer a stable and appropriate service platform. So these standards and reference frames both implies on the IT service itself and on the IT service management, so that, through proper operation of the parts implied on the process that manages the service, we can offer a better service. In particular we focus on the most widely used standard, ISO 20000, and the reference framework or best practices, ITIL 2011, in order to give a clear overview of the different processes, activities and functions that define both to create value in the company through IT service management. To help the understanding of both ITIL and ISO 20000, it has been developed an example of an ITIL and then ISO 20000 implementation on a service that is already in operation defining for each of the five phases of the life cycle, both in the standard as used in the context, processes and functions necessary for its implementation, and later review.

How small and medium enterprises can begin their implementation of ITIL?

Sequencing of Information Technology Infrastructure Library (ITIL) processes related to their order of implementation is one of the pending issues in the ITIL handbooks. Other frameworks and process models related to service management (e.g., COBIT, COSO and CMMI-SVC) are quite well described in the literature and their handbooks. However, the identifi cation of the fi rst process to be implemented has not been deeply analysed in the previous frameworks and models, and it is also a complex question to answer for organizations, especially Small and Medium Enterprises (SMEs). Moreover, SMEs are the organizations that have the largest presence in the world economy; offi cial data of General Business Directory, show that their range of presence in different countries around the world is between 93% and 99%, and the average of employment contribution is around 60%. Consequently, the improvement of information technology service management is of vital importance to accomplish in this type of enterprises. This research has focused on two surveys that aim at helping SMEs to select the ITIL process by which starting the implementation of ITIL. In the fi rst survey, data were gathered through a questionnaire to SMEs registered in the region of Madrid. The second survey obtained data from experts and enterprises in countries as Spain, Ecuador, Chile, Luxembourg, Colombia, Norway, El Salvador, and Venezuela. Finally, the results of both surveys show that the tendency for starting an ITIL implementation in SMEs points to one of the processes included in the Service Operation.

Food stamp program : implementation of electronic benefit transfer systems : report to the ranking minority member, Committee on Agriculture, Nutrition, and Forestry, U.S. Senate /

"GAO-02-332."

Building more effective organizational units.

Includes bibliography.

Food buying guide for child nutrition programs /

Includes index.

Food buying guide for child nutrition programs /

Includes index.

Internal branding to influence employees' brand promise delivery:a case study in Thailand

Purpose – The purpose of this paper is to understand the internal branding process from the perspective of service providers in Thailand. It will reveal the key internal branding mechanisms and empirically assess the relationship between internal branding and employees' brand attitudes and performance. Design/methodology/approach – A case study representing the Thai hotel industry is adopted with mixed methodologies. In-depth interviews are first carried out with 30 customer-interface employees in six major hotels in Thailand. On a census basis, a quantitative survey with 699 respondents from five major hotels in Thailand follows. Findings – Internal branding coordinating marketing with human resource management has a statistically significant impact on attitudinal and behavioural aspects of employees in their delivery of the brand promise. As employees' brand commitment do not have a statistically significant relationship with employees' brand performance, it is not regarded as a mediator in the link between internal branding and employees' brand performance. Practical implications – A number of significant managerial implications are drawn from this study, for example using both internal communication and training to influence employees' brand-supporting attitudes and behaviours. Still, it should be noted that the effect of internal branding on employee behaviours could be dependent on the extent to which it influences their brand attitudes. Originality/value – The paper provides valuable insights, from the key internal audience's perspectives, into an internal branding process. It has empirically shown the relationship between internal branding and the behavioural outcome as well as the partial meditating effects of employees' brand identification, commitment and loyalty.

Internal branding: an enabler of employees' brand-supporting behaviours

Purpose – The purpose of this paper is to understand the internal branding process from the employees' perspective; it will empirically assess the relationship between internal branding and employees' delivery of the brand promise as well as the relationships among their brand identification, brand commitment and brand loyalty. Design/methodology/approach – On a census basis, a quantitative survey is carried out with 699 customer-interface employees from five major hotels. Findings – Internal branding is found to have a positive impact on attitudinal and behavioural aspects of employees in their delivery of the brand promise. As employees' brand commitment does not have a statistically significant relationship with employees' brand performance, it is not regarded as a mediator in the link between internal branding and employees' brand performance. Furthermore, the study shows that brand identification is a driver of brand commitment, which precedes brand loyalty of employees. Practical implications – A number of significant managerial implications are drawn from this study, for example using both internal communication and training to influence employees' brand-supporting attitudes and behaviours. Still, it should be noted that the effect of internal branding on the behaviours could be dependent on the extent to which it could effectively influence their brand attitudes. Originality/value – The results provide valuable insights from the key internal audience's perspectives into an internal branding process to ensure the delivery of the brand promise. It empirically shows the relationship between internal branding and the behavioural outcome as well as the meditational effects of employees' brand identification, commitment and loyalty.

The servitization of manufacturing:a systematic literature review of interdependent trends

Purpose: The servitization of manufacturing is a diverse and complex field of research interest. The purpose of this paper is to provide an integrative and organising lens for viewing the various contributions to knowledge production from those research communities addressing servitization. To achieve this, the paper aims to set out to address two principal questions, namely where are the knowledge stocks and flows amongst the research communities? And what are generic research concerns being addressed by these communities? Design/methodology/approach: Using an evidenced-based approach, the authors have performed a systematic review of the research literature associated with the servitization of manufacturing. This investigation incorporates a descriptive and thematic analysis of 148 academic and scholarly papers from 103 different lead authors in 68 international peer-reviewed journals. Findings: The work proposes support for the existence of distinct researcher communities, namely services marketing, service management, operations management, product-service systems and service science management and engineering, which are contributing to knowledge production in the servitization of manufacturing. Knowledge stocks within all communities associated with research in the servitization of manufacturing have dramatically increased since the mid-1990s. The trends clearly reveal that the operations community is in receipt of the majority of citations relating to the servitization of manufacturing. In terms of knowledge flows, it is apparent that the more mature communities are drawing on more locally produced knowledge stocks, whereas the emergent communities are drawing on a knowledge base more evenly distributed across all the communities. The results are indicative of varying degrees of interdependency amongst the communities. The generic research concerns being addressed within the communities are associated with the concepts of product-service differentiation, competitive strategy, customer value, customer relationships and product-service configuration. Originality/value: This research has further developed and articulated the identities of distinct researcher communities actively contributing to knowledge production in the servitization of manufacturing, and to what extent they are pursuing common research agendas. This study provides an improved descriptive and thematic awareness of the resulting body of knowledge, allowing the field of servitization to progress in a more informed and multidisciplinary fashion. © Emerald Group Publishing Limited.

A villamosenergia-piaci liberalizáció és a magyarországi háztartások - Egy kérdőíves felmérés eredményei

Az elmúlt években a háztartási fogyasztás évente több mint 10 TWh-t tett ki, azaz ha a fogyasztók által ténylegesen fizetett árat vesszük figyelembe, akkor éves szinten több mint 300 Mrd forintos szegmensről van szó. Kutatásunkban célunk volt, hogy a háztartási és egyéb kisfogyasztók piacáról minél pontosabb képet alkossunk és bemutassuk, hogy milyen tényezők motiválhatják őket a váltásra, illetve milyen okok miatt nem kerül, nem kerülhet majd erre sor.

Áttekintés a magyar víziközmű-ágazatról

A víziközmű-szolgáltatás hálózatos iparág. Az ágazat legfontosabb jellemzői – az együttes igénybevétel, a fix költségek magas aránya, az a tény, hogy a jelen generációk döntései erőteljesen érintik a jövő generációit is, valamint az a jogi helyzet, hogy a lakossági fogyasztókat nem lehet kizárni a fogyasztásból – meghatározzák a versennyel és a szabályozással kapcsolatos alapvető kérdéseket. A szektor jelenlegi alapkérdése, hogy miként lehet az Európai Unió jogszabályaiból fakadó növekvő minőségi követelmények teljesítésével párhuzamosan megteremteni (felhalmozni) az infrastruktúra megújításához már hosszabb ideje hiányzó pénzügyi tartalékokat.

Közintézményi reformok szemléleti háttere és fejlődési pályái az ezredfordulón

A cikk a közszolgáltatások szempontjából elemzi az állam szerepét a XXI. században. Megállapítja, hogy a modern demokráciát nemcsak a jogszerűség, hanem az eredményesség is legitimálja. Ennek érdekében a 90-es években a fejlett nyugati államokban elkezdődött az állami-közszolgáltató rendszerek reformja. Ezek közös jellemzője volt, hogy menedzsmentreformokkal kezdődtek, amelyek kiegészültek közpolitikai reformokkal és közigazgatási jogi innovációkkal. A reformlépések sorozatának lényegi törekvése a közszolgáltató rendszerek és szervezetek olyan alapvető átalakítása, amely jelentősen megnöveli a hatékonyságot, az eredményességet, az alkalmazkodóképességet és az innovációs kapacitásokat. Megtöri a szolgáltatási monopóliumokat olyan versenykörülmények kialakításával, amelyben az állami, a magán és a civil társadalom szolgáltató szervezetei versenyeznek. A közszolgálati menedzsment megújítása a modern polgári demokráciák állampolgáraihoz, mint igényes közszolgáltatási fogyasztókhoz közelít.

E-commerce evolution in Hungary: an investigation of critical succes factor

In this paper we highlight how the use of internet has changed from 2004 to 2009 among Hungarian companies, how their expectations about the role of e-commerce as a competitive advantage has evolved and whether perceived benefits of e-commerce show a shift from 2004 to 2009.We investigate the role of environmental factors and market orientation as two relevant types of critical success factors proposed by the management literature and measure their impacts on Internet usage, expectations about e-commerce and perceived benefits of ecommerce. Our findings suggest that market orientation has a positive effect on Internet usage and perceived benefits of e-commerce. Internet usage and expectations are dependent on the vulnerability of the company to its macroeconomic environment. The positive outcomes of joining the EU seem to influence whether a company is able to exploit e-commerce benefits.

Törlesztés válság idején a diákhitel törlesztésében bekövetkezett változások vizsgálata (Changes in Hungarian student loan repayments due to the crisis)

A 2008–2009-es pénzügyi válság hatására a magyarországi felsőoktatási hallgatók tanulmányait hitelekkel segítő Diákhitel Központ visszafizetési könnyítés lehetőségét ajánlotta fel a már törlesztési szakaszban lévő ügyfelei számára. Tanulmányunkban azt vizsgáljuk, hogy kik és hányan éltek a törlesztési mérséklés lehetőségével, és az emiatt elmaradó bevételek mennyire befolyásolhatják a Diákhitel Központ rövid és hosszú távú működését. Az derült ki, hogy az előírt törlesztéseikkel elmaradók nagyobb arányban kérték a mérséklést, mint a teljes törlesztői populáció. A törlesztési viselkedések változásának elemzése a válság hatásának érezhető visszahúzódását mutatja a 2010-es évben. Figyelmet érdemel az a tény, hogy a felsőfokú végzettséget szerző adósok törlesztési fegyelme nem elég erős. / === / After the world wide financial crisis in 2008/2009, the Student Loan Center in Hungary offered the following opportunity to its customers who were in the repayment period: they can pay a reduced amount of the installments for at most two years. In the present paper we study the group of customers who chose the opportunity of reduced installments. The effect of the delayed repayments on the short-term and long-term operations of the Center is also investigated. It turned out that the customers who already got into arrears asked for the reduction in a larger proportion than the whole population. The study of the customers in the repayment period shows that the impact of the financial crisis has decreased significantly. The disciplined repayment of the customers after graduation is not strong enough.