Abstract

Organizations in their daily actions require valid, accurate, quality and timely information to support decision making in order to establish strategies and business tactics that allow them to create competitive and differentiating advantages over the competition, institutions in the educational sector do not escape this reality. This article presents the development of a proposal for an organizational management model based on ITIL 4 service management, to enhance the improvement in the structure, quality and efficiency of the technical-operational processes of the Online Learning Program of the Universidad Estatal a Distancia and the contribution that this generates as a tool to feed the Organizational Information Systems with data that can be translated into information and knowledge that supports the different management levels and thus create value for both the organization and for the provision of services.

Key words: Information System; Management Information System; Transaction Processing System; ITIL; Service Managemen; Organizational Management