Strategic Management of IT Practices in Tourism for Operation and Service Enhancement

Strategic Management of IT Practices in Tourism for Operation and Service Enhancement Rubio Sánchez Juan Luis http://orcid.org/0000-0003-2762-6428 García Revilla Mercedes Raquel http://orcid.org/0000-0002-4070-5203 Martínez Moure Olga

The information technology infrastructure library (ITIL) standard describes processes that should be implemented in Information Technology (IT) departments for proper operations management, which includes human resources management, economic management, and strategic management, among others. This should be especially considered in the business management of industries with no relation to information technologies (IT), such as tourism and hospitality companies. This work aims to present a method to establish the order of adoption of the IT management processes in companies that belong to the tourism industry. We conducted a survey to obtain the necessary data and developed a methodology that is based on an optimization procedure. This procedure generates the optimal sequence of IT tasks to adopt in a generic small company in the tourism industry. The methodology was then applied to a representative tourism company. Through the sequence obtained, it is shown that it is necessary to implement operative processes, and subsequently, strategic processes. A comparative study was developed to find the differences with other authors’ proposals. The most important result we found was the possibility of efficient use of organizations’ information to build an optimized list of IT procedures to improve their administration. The obtained list of processes is specific for each organization, and not dependent on the solutions offered by other authors who proposed a general or underoptimal list of processes.
12 21 2022 2 admsci13010002 https://creativecommons.org/licenses/by/4.0/ 10.3390/admsci13010002 https://www.mdpi.com/2076-3387/13/1/2 https://www.mdpi.com/2076-3387/13/1/2/pdf La calidad en el servicio como ventaja competitiva Revista Científica Domiio De Las Ciencias 2017 3 72 Benavides Cadenas de valor y tendencias en innovación en actividades turísticas Value chains and innovation trends in tourism activities. Cuadernos de Administración 2019 29 24 Caixabank Research (2022, November 03). Informe Sectorial de Turismo. Available online: https://www.caixabankresearch.com/sites/default/files/content/file/2022/01/17/91185/is_turismo1_2022_esp.pdf. Lema How small and medium enterprises can begin their implementation of ITIL? Revista Facultad de Ingeniería 2015 77 127 Case, Gary (2022, May 04). ITIL V3. Where to Start and How to Achieve Quick Wins. Available online: https://www3.pinkelephant.com/articles/itilv3wheretostarthowtoachievequickwins.pdf. Cater-Steel, Aileen, and Pollard, Carol E. (, January May). Conflicting views on ITIL implementation: Managed as a project–or business as usual. Paper presented at the 2008 International Conference on Information Resources Management, Niagara Falls, ON, Canada. Cater-Steel, Aileen, and Tan, Wui-Gee (, January November). Implementation of IT Infrastructure Library (ITIL) in Australia: Progress and Success Factors. Paper presented at the IT Governance International Conference, Auckland, New Zealand. Toleman Implementing IT service management: A case study focusing on critical success factors Journal of Computer Information Systems 2009 50 1 CERIUM (2022, November 03). Hotel Revenue Management: Nuevas Tendencias e Innovaciones. Available online: https://cerium.es/hotel-revenue-management-tendencias/. Chourabi, Hafedh, Nam, Taewoo, Walker, Shawn, Gil-Garcia, J. Ramon, Mellouli, Sehl, Nahon, Karine, Pardo, Theresa A., and Scholl, Hans Jochen (, January January). Understanding Smart City Initiatives: An Integrative and Comprehensive Theoretical Framework. Paper presented at the 45th Hawaii International Conference on System Sciences, Maui, HI, USA. CIGREF (2021, December 01). Les Référentiels De La DSI—Usages Et Bonnes Pratiques. Available online: https://www.cigref.fr/cigref_publications/RapportsContainer/Parus2009/Referentiels_de_la_DSI_CIGREF_2009.pdf. Dirks, Susanne, and Keeling, Mark (2009). A Vision of Smarter Cities, IBM Institute for Business Value. Ballestero La gestión de la información en el sector hotelero madrileño la inversión en TICS, la importancia de la conectividad y las características del hotel Paper presented at the XXI Congreso Anual AEDEM, Universidad Rey Juan Carlos Base de datos 2007 vol. 1 26 Fundación Orange España (2022, November 03). La Transformación Digital en el Sector Turístico. Available online: https://www.fundacionorange.es/wp-content/uploads/2016/05/eE_La_transformacion_digital_del_sector_turistico.pdf. Garayar, Ramón (2022, May 04). Los seis pilares de la tecnología en gestión hotelera. June 2022 de Instituto Tecnológico Hotelero Sitio web. Available online: https://www.ithotelero.com/blog/los-6-pilares-de-la-tecnologia-en-gestion-hotelera/. Gervalla IT infrastructure library (ITIL) framework approach to IT governance IFAC PapersOnLine 2018 10.1016/j.ifacol.2018.11.283 51 181 Hotelogix (2022, November 03). 4 Claves Que Todo Equipo De IT De Grupos De Múltiples Hoteles Debe Considerar. Available online: https://www.hotelogix.com/es/blog/2014/04/17/4-claves-que-todo-equipo-de-it-de-grupos-de-multiples-hoteles-debe-considerar/5/. Iden The impact of senior management involvement, organisational commitment and group efficacy on ITIL implementation benefits Information Systems and e-Business Management 2015 10.1007/s10257-014-0253-4 13 527 Jafari, Jafar, and Medina, Víctor Manuel Pina (2000). Enciclopedia Del Turismo, Síntesis. Ingold, A., McMahon-Beattie, U., and Yeoman, I. (2000). YM: Strategies for the Service Industries, Continuum. Yeoman, I., and Ingold, A. (1997). YM: Strategies for the Service Industries, Cassell. Komninos, Nicos (2002). Intelligent Cities, Spon Press. Lema, Lohana (2015). ITIL in Small to Medium-Sized Enterprises: Toward a Proposal Based on an IT procedures Implementation Sequence and a Profile Scheme Strategy for Implementing the First Process in the Sequence. [Master’s thesis, Universidad Politécnica deMadrid, Lenguajes y Sistemas Informáticos e Ingeniería del Software]. Available online: http://oa.upm.es/36237/. Exploring ITIL® Implementation Challenges in Latin American Companies International Journal of Information Technologies and Systems Approach 2019 10.4018/IJITSA.2019010105 12 73 Marrone IT Service Management: A Cross-national Study of ITIL Adoption Communications of the Association for Information Systems 2014 10.17705/1CAIS.03449 34 49 10.1109/AMS.2009.114 Masarat, Ayat, Sharifi, Mohammad, Sahibudin, Shamsul, and Ibrahim, Sulaimi (, January May). Adoption Factors and Implementation Steps of ITSM in the Target. Paper presented at the 2009 Third Asia International Conference on Modelling & Simulation, Bali, Indonesia. Miller, Alma C. H. (2017). Implementation Priority of the ITIL Framework Based on a Process Sequencing Model. [Ph.D. thesis, The George Washington University]. Ministerio de Industria, Comercio y Turismo (2020). Cifras Pyme, Gobierno de España. Available online: http://www.ipyme.org/es-ES/publicaciones/Paginas/estadisticaspyme.aspx. Orlandi The use of portfolio management for strategic alignment—A survey with Brazilian Companies Journal of Information Systems and Technology Management 2020 10.4301/S1807-1775202017004 17 e202017004 Graña, M., Toro, C., Posada, J., Howlett, R. J., and Jain, L. C. (2012). Advances in Knowledge-Based and Intelligent Information and Engineering Systems, IOS Press. Polard Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study Information Systems Management 2009 10.1080/10580530902797540 26 164 Roach Services under Siege—The Restructuring Imperative Harvard Business Review 1991 5 82 Romero, Rocio (2022, November 03). El Sector Hotelero En La Era Covid: Cae La Demanda Pero Crece La Inversión. Available online: https://www.elconfidencial.com/mercados/2020-12-18/estrategias-inversion-sector-hotelero-bra_2875863/. 10.3390/math9090983 Rubio Sánchez, Juan Luis (2021). Model to Optimize the Decision Making on Processes in IT Departments. Mathematics, 9. Sayles New York Hilton data-processing system Cornell Hotel and Restaurant Administration Quarterly 1963 4 20 Schaefer, Jones Luís, Baierle, Ismael Cristofer, Nara, Elpidio Oscar Benitez, Benitez, Guilherme Brittes, and Haetinger, Claus (, January October). Corporate Governance and Information Technology: A Hybrid Vision Based on COBIT and ITIL for Small Companies. Paper presented at the XL Encontro Nacional de Engenharia de producao, Foz do Iguaçu, Brazil. Shojafar, Mohammad, and Zarrazvand, Hamid (2012). The Use of Fuzzy Cognitive Maps in Analyzing and Implementation of IT procedures. arXiv. Tan Implementing centralized IT service management: Drawing lessons from the public sector IFAC PapersOnLine 2007 51 181 Tawar, Tawar (, January December). Applying ITIL Based Software Inside University’s ICT Centre toward Continual Service Improvement. Paper presented at the Information Systems International Conference (ISICO), Bali, Indonesia. 10.30923/2341-4030-2019 Urueña, Alberto, Ballestero, María Pilar, Castro, Raquel, Cadenas, Santiago, Prieto, Eva, and Maira, Menchu (2019). Análisis Sectorial de la Implantación de las TIC en las Empresas Españolas. Informe ePYME. Zareravasan Supporting the module sequencing decision in ITIL solution implementation: An application of the fuzzy TOPSIS approach International Journal of Information Technologies and Systems Approach 2014 10.4018/ijitsa.2014070103 7 41 Zhang Measuring and testing interdependence among random vectors based on Spearman’s ρ and Kendall’s τ Computational Statistics 2020 10.1007/s00180-020-00973-5 35 1685