Analyzing IT Service Delivery in an ISP from Nicaragua [chapter]

Johnny Flores, Lazar Rusu, Paul Johanneson
2010 Communications in Computer and Information Science  
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
more » ... that existing IT service delivery practices amongst ISPs have matches to ITIL processes, although the ITIL processes are not known amongst them.
doi:10.1007/978-3-642-16324-1_17 fatcat:bigthw74avg5zpxhd2e3sdtj3e