The Universidad Autonoma de Nuevo Leon (UANL) Information Technology Department (DGI, Spanish abbreviation) has the objective of establishing specialized certifications which are focused on providing more quality on information technology services required by the University.
The DGI has carried out a strong training for the staff focused on Information Technology Infrastructure Library (ITIL) and Capability Maturity Model Integration (CMMI) in order to implement the work profiles included in administrative and service processes.
There was an effort -for almost two years- for being in this organizational training. There were activities which included definition, pilots and evaluation of processes in order to institutionalize them.
Pilot projects were carried out in Software Engineering, Projects Administration, Processes and Service Support through the continuous improvement based on work profiles.
First of all, an internal work group was trained, this group was in charge of carrying out the definition of processes, which are adapted to the organization about the foundations and ITIL/CMMI processes workshops.
Subsequently, a second work group was trained for carrying out a pilot in Software Engineering areas, Projects Administration, Processes and Service Support.
Furthermore, some adjustments were performed for adapting the services to the current Quality System in ISO 9001-2008 –gotten by DGI already- and so unifying the criteria for having just one Quality System.
As a final part of the project, the organizational training was carried out based on CMM/ITIL processes, which is an essential part for obtaining the institutionalization of organization’s certifications.
The CMMI and ITIL reference profile was used for the training and each person responsible of the process was who teaches it with the support of people who participated in the pilot.
Some of the people in charge of the training are: Kimberly Puente Nuñez, Cecilia Vargas Cordero and Nancy Gallegos Ruiz, DGI projects administrators; Joel Silva Zamarripa, Teaching-Learning Computer Systems Coordinator; Angel Mario Cantu Morales, Support for Library Systems Coordinator; as well as Linda Lisbeth Gaxiola Lucio, Ana Victoria Alvarez Quiroz and Erika Ferral Garcia.
Graciela Cecilia Flores Reyes participated in ITIL courses, and she also guided Rosa Maria Cavazos Cavazos and Diana Margarita Martinez Escalante.
Likewise, Carlos Perez Torres and Zitlali Tejeda Salazar collaborated as external consultants; they talked about the new processes foundations.
CMMI and ITIL general panorama were exposed, as well as the functions and processes they involved. In a second part, the objectives and certifications’ scope from the general knowledge and how they could be applied in the institution were showed.
At the end, there was an effort for trying that everybody identify their participation in each project as well as the explanation of formats or artifacts which must be filled out for fulfilling them.