Operational management model for information technology services in public utilities

The aim of the research was to develop an operational management model oriented to information technology services, under the approach of Information Technology for Infrastructure Library practices in utilities. The study approach is descriptive, qualitative and theoretical. This research is justified by the need for utility companies to monitor and take control the operations performed on the technology platform in order to maximize the availability of services of information technology. The principles and considerations described by: Beltran (2004), Bon (2007), Cokins (2006), Broussard (2008), Klosterboer (2008) and Quint (2007), and others, were reviewed for development of the research, furthermore was identified in the Information Technology for Infrastructure Library practices the required processes in the operational management: service operation and service transition. The proposal put forward a model of operational management, which uses indicators to measure the performance of services, based on the operation and transition processes identified in the practices above.