An ITSM framework adaptation: Case study in an electoral institution

This paper contributes to ITSM framework adaptations in IT service provider organizations, specifically in Local Electoral Public Institutions in Mexico. It also aims to provide a series of useful indicators and standardized operating procedures so an electoral IT department is capable of measuring its own performance and thus align its operation towards continuous improvement. An ITSM methodological adaptation of the Information Technology Infrastructure Library (ITIL) is presented, it was conducted in four stages that started with establishing the mission and vision of the organization and concluded with developed framework; it included thirteen processes and seven activities which are used as an IT service provision and strategic alignment guide. Empirical analysis results confirm that adapting and implementing processes and knowledge tools, contribute to quality and user satisfaction when providing information technology services. The implementation of this methodology statistically demonstrated an 88% improvement in response times to incidents or service requests. This research is among the first attempts to develop an IT best practice framework adaptation for an electoral institution in Mexico that is leverageable to 32 likewise organizations across the country with the characteristics described in this paper. It also promotes the adaptation of existing management strategies from the literature to an organization.