MODEL FOR IDENTIFYING BUSINESS-IT ALIGNMENT FACTORS IN SERVICE LEVEL MANAGEMENT PRACTICES

Information technology services do not satisfy business needs even though they exist for Service Level Management, activities defined in ISO/IEC 20000-1, CMMI-SVC practices, and business and information technology alignment factors. However, there are no studies that demonstrate the influence of these factors on said practices; i.e., no study explains the following inquiry, which is this study's objective: Which factors influence CMMI-SVC practices related to Service Level Management? To this end, 15 CMMI-SVC practices and 60 factors obtained from the literature were identified; through an analysis of 56 hypotheses, it was established that eight of these affect these practices. To corroborate these hypotheses, an empirical study was conducted with 91% participation of those responsible for information technology in Peru's level III health sector institutions. Results show that the selected factors influence said practices, with communication, formalization, and the use of standards as the most influential factors; moreover, all hypotheses are supported. This study contributes to identifying the factors that influence Service Level Management practices, identification of the practices and the 56 validated relationships between factors and practices.