An IT Service Management Methodology for an Electoral Public Institution

The document presents an adaptation of the Information Technology Infrastructure Library (ITIL) standards and best practices provided from its service life cycle in the IT department (ITD) of a Local Electoral Public Institution (LEPI) in Mexico. These type of autonomous and public organizations are in charge of organizing elections in each state. The ITD is in charge of IT problem solving and improvement projects related to elections and other needs of the organization. Most of the work is generated from user needs as they arise, but there's a lack of Standard Operating Procedures (SOPs) which prevents continuous monitoring, improvement and follow through. The main challenge to providing quality IT services in Electoral Institutions of this nature, is their adaptability to unexpected changes that occur in regulations. Service requests are caused by untimely changes arising from agreements and resolutions of Institutes and Court; this creates a work environment in which sudden decision-making is encouraged in terms of IT solutions management, which is why having an IT strategy that aligns with the strategic objectives of LEPI is crucial to guarantee a continuous improvement in the local democratic functioning. There is limited research on the application of standards and best practices in IT services for the public sector in Mexico, this methodology can be implemented in each of the 32 IT departments within the country.