Validación de un modelo de medición para la gestión de la calidad del servicio en el ámbito de la auditoría de Tecnologías de la Información

The objective of the research is the validation of an instrument for the management of the quality of the service in the IT department. The content validity focused on the evaluation of expert judgment. Later it was applied in a private company related to the provision of telephone services and telemarketing. The results show that the instrument is reliable because in the processes the coefficient G was 0, verifying the validity of the proposed instrument in the scope of the IT audit; On the other hand, it shows that this theory reduces the bias among auditors.