1 Universidad Nacional Autónoma de Huanta. Email: grojas@unah.edu.pe | ORCID: 0000-0002-7153-8698
2 Universidad Nacional de Huancavelica. Email: fernando.sinche@unh.edu.pe | ORCID: 0000-0002-8418-7831
3 Universidad Nacional de Huancavelica. Email: rocio.valdivia@unh.edu.pe | ORCID: 0009-0007-7350-2828
4 Universidad Nacional de Huancavelica. Email: luis.porras@unh.edu.pe | ORCID: 0000-0002-2144-9339
5 Universidad Nacional de Huancavelica. Email: elizabeth.cardenas@unh.edu.pe | ORCID: 0009-0006-2400-7583
6 Universidad Nacional de Juliaca. Email: wlvelasquezv.doc@unaj.edu.pe | ORCID: 0000-0001-6945-4260
Information technologies (IT) are fundamental in companies and institutions as they support business operations and processes, so they are closely related to IT management. The objective was to develop an implementation model of good practices proposed by ITIL V3 in the vice-presidency of research to improve the scientific production of teachers, a documentary analysis was used to diagnose the processes and management of IT services. The current and desired maturity level of services was assessed using ITIL and COBIT 5, developing a model focused on six categories and 29 key services. In addition, measurement, evaluation and testing processes were structured to ensure continuous improvement in the service lifecycle. The results obtained show an average maturity level of 3.10 (defined), although the majority of services were at level 2 (managed). IT services showed a need for improvements in availability, continuity, capacity, change control and response times. The implementation of the ITIL model facilitates reliable and timely services, promoting user satisfaction and the fulfilment of institutional objectives. However, service level indicators must be established for effective monitoring and continuous improvement. This approach ensures that teachers have effective technological tools to strengthen the management of their scientific output.
Keywords: ITIL, COBIT 5, Teaching, Model, Scientific production, IT services.
How to cite this article: Yauri GR, Crispin FVS, Fierro RV, Ccancce LEP, Cabrera EEC, Velásquez WL. Implementation of the Service Management Model Based on ITIL V3 in the Scientific Production of the Teacher: A Case Study at the National Autonomous University of Huanta. Int J Drug Deliv Technol. 2026;16(5): 86-101. DOI: 10.25258/ijddt.16.5.9
Source of support: Nil.
Conflict of interest: None