Evaluating IT Service Delivery amongst ISPs from Nicaragua

Authors

Johnny Flores, Department of Computer and Systems Sciences, Stockholm University, Sweden. Royal Institute of Technology, Sweden National University of Engineering, NicaraguaFollow
Lazar Rusu, Stockholm UniversityFollow
Paul Johanneson, Stockholm University, Sweden.Follow

Abstract

This paper presents an evaluation of IT service delivery by Internet Service Providers (ISPs) from Nicaragua at the end of 2009. The evaluation is supported by a methodological approach based on IT Infrastructure Library (ITIL) v.2 concepts and case study techniques. The evaluation involved three ISPs that are nation-wide Internet Service Providers with more than ten years running. We describe the current practices and limitations of IT service delivery in ISPs from Nicaragua. Finally, we argue that existing IT service delivery practices amongst ISPs have matches to ITIL processes, although the ITIL processes are not known amongst them.

Recommended Citation

Flores, Johnny; Rusu, Lazar; and Johanneson, Paul, "Evaluating IT Service Delivery amongst ISPs from Nicaragua" (2010). AMCIS 2010 Proceedings. 47.
https://aisel.aisnet.org/amcis2010/47