ITIL Provision of Educational Technology Production Service Based on Good Practices of the ITIL Library
Abstract
The Information Technology Infrastructure Library (ITIL) is oriented to the management of Information Technology (IT) services. One of its bases is the standardization in the definition of processes oriented to the quality of service and adapts to the management needs of areas that use IT. As a framework of ITIL good practices, it allows to define the laboratory management model in educational informatics with the mission of managing the production of quality educational technology services. As part of the purpose of this research, a model of management and production of educational technology services was created. Also, once the management model was created, an interactive educational application on topics of logical reasoning and reading comprehension was developed. The application was used by fifty-first-year primary school children from the Dominican Republic school in Mexico City. The management model made it possible to carry out the production service under good practice, ranging from the interview, the elaboration of the service agreement, the production of the application, the tests and the transfer or delivery until the evaluation of the service. The results obtained through the instrument of evaluation of the case study determined that the application allowed to improve the performance of children in the topics of basic operations and reading comprehension by 95.6% and 88.9%. On the other hand, the teachers and parents considered that the management and the attention that was carried out to develop and implement the application was good, so they requested that other developments be made to cover the learning needs for the second and third grades. Evaluating the management model for the production of educational technology has been successfully validated, so it is considered that the management model can be used by any educational community that wishes to carry out good practices with respect to educational technology services, specifically in the production of applications or digital teaching resources.
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References
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