Implementación de buenas prácticas basado en ITIL para mejorar el proceso de gestión de incidencias en la Unidad de Tecnologías de la Información de la UNDC
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Date
2021
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Universidad Nacional de Cañete
Abstract
Hoy en día, algunas empresas en el Área de Sistemas no tienen una adecuada Gestión de Incidencias de los Sistemas de Información en sus ambientes, es por ello que, muchas veces el Personal de Soporte Técnico que atiende estos eventos, no tiene definido el proceso de Escalamiento o los Tiempos de Atención en que deben ser atendidos según la prioridad del mismo. Muchas veces el servicio de Tecnologías de Información llega a recuperarse, pero no se logra investigar y descubrir las causas raíz de los problemas o peor aún, se tienen incidentes que no son resueltos en realidad. Todo esto repercute en la imagen y la capacidad del personal de TI, así como en la continuidad del negocio. Es por ello, que tomando en cuenta esta necesidad se presenta el siguiente proyecto de tesis, que tuvo como objetivo general “Determinar cómo influye la implementación de las Buenas Prácticas basado en ITIL en el Proceso de Gestión de Incidencias de la Unidad de Tecnologías de la Información de la UNDC”. Para el análisis del proceso anteriormente mencionados, la presente tesis se basará en las mejores prácticas recomendadas por el marco referencial de ITIL v3.0. Cabe resaltar, que ITIL es un framework orientado a la administración de procesos TI basado en “Mejores Prácticas” y que plantea procedimientos de gestión ideados para ayudar a lograr la calidad y eficiencia en las operaciones TI de las organizaciones. Esta Gestión de Incidencias ayudará a la resolución y prevención de incidentes que afecten la ejecución normal de un servicio TI en la organización. También incluye la investigación de los incidentes ocurridos y la garantía de que las fallas son corregidas. Además, se realizó la Implementación de un Software que permitió ayudar a la Gestión de Incidencias, desde su registro hasta su solución, estableciendo un punto único de contacto entre los usuarios internos y externos de la organización, donde los usuarios puedan comunicarse cuando se les presente algún inconveniente con respecto a las TI. Esto con el objetivo de obtener una base de conocimientos que ayude a dar la solución de incidentes de manera más eficaz. En la presente tesis se analiza la problemática actual del área de Tecnologías de Información de la Universidad Nacional de Cañete mostrando una solución alineada a los lineamientos estratégicos del negocio. Asimismo, se muestran los resultados de los procesos implantados para poder obtener conclusiones y proponer mejoras futuras. El área de UTI (Unidad de Tecnologías de la Información) busca la mejora de la calidad del servicio de soporte a usuarios. Esta calidad está basada en tres aspectos: cantidad de incidentes registrados, tiempo del proceso de soporte a usuarios y satisfacción de los usuarios respecto al servicio brindado. El presente proyecto de tesis pertenece al tipo de investigación cuasi experimental, al tipo de estudio aplicada y explicativa.
Nowadays, some companies in the Systems Area do not have an adequate Incident Management of the Information Systems in their environments, that is why, many times the Technical Support Staff that attends these events, does not have defined the Escalation process or the Attention Times in which they must be attended according to the priority of the same one. Many times the IT service is recovered, but the root causes of the problems are not investigated and discovered, or worse, incidents are not actually resolved. All this has repercussions on the image and capacity of IT personnel, as well as on business continuity. That is why, taking into account this need, the following thesis project is presented, which had as general objective "To determine how the implementation of Best Practices based on ITIL influences the Incident Management Process of the Information Technology Unit of the UNDC". For the analysis of the aforementioned process, this thesis will be based on the best practices recommended by the ITIL v3.0 reference framework. It should be noted that ITIL is a framework oriented to the administration of IT processes based on "Best Practices" and that it proposes management procedures designed to help achieve quality and efficiency in the IT operations of organizations. This Incident Management will help in the resolution and prevention of incidents that affect the normal execution of an IT service in the organization. It also includes the investigation of the incidents that occur and the assurance that the failures are corrected. In addition, the implementation of software was carried out to help Incident Management, from its registration to its solution, establishing a single point of contact between internal and external users of the organization, where users can communicate when they have any inconvenience with respect to IT. The objective is to obtain a knowledge base that helps to solve incidents in a more efficient way. This thesis analyzes the current problems of the Information Technology area of the National University of Cañete, showing a solution aligned to the strategic guidelines of the business. Likewise, the results of the implemented processes are shown in order to draw conclusions and propose future improvements. The UTI area (Information Technology Unit) seeks to improve the quality of the user support service. This quality is based on three aspects: number of registered incidents, time of the user support process and user satisfaction with the service provided. This thesis project belongs to the quasi-experimental, applied and explanatory type of research.
Nowadays, some companies in the Systems Area do not have an adequate Incident Management of the Information Systems in their environments, that is why, many times the Technical Support Staff that attends these events, does not have defined the Escalation process or the Attention Times in which they must be attended according to the priority of the same one. Many times the IT service is recovered, but the root causes of the problems are not investigated and discovered, or worse, incidents are not actually resolved. All this has repercussions on the image and capacity of IT personnel, as well as on business continuity. That is why, taking into account this need, the following thesis project is presented, which had as general objective "To determine how the implementation of Best Practices based on ITIL influences the Incident Management Process of the Information Technology Unit of the UNDC". For the analysis of the aforementioned process, this thesis will be based on the best practices recommended by the ITIL v3.0 reference framework. It should be noted that ITIL is a framework oriented to the administration of IT processes based on "Best Practices" and that it proposes management procedures designed to help achieve quality and efficiency in the IT operations of organizations. This Incident Management will help in the resolution and prevention of incidents that affect the normal execution of an IT service in the organization. It also includes the investigation of the incidents that occur and the assurance that the failures are corrected. In addition, the implementation of software was carried out to help Incident Management, from its registration to its solution, establishing a single point of contact between internal and external users of the organization, where users can communicate when they have any inconvenience with respect to IT. The objective is to obtain a knowledge base that helps to solve incidents in a more efficient way. This thesis analyzes the current problems of the Information Technology area of the National University of Cañete, showing a solution aligned to the strategic guidelines of the business. Likewise, the results of the implemented processes are shown in order to draw conclusions and propose future improvements. The UTI area (Information Technology Unit) seeks to improve the quality of the user support service. This quality is based on three aspects: number of registered incidents, time of the user support process and user satisfaction with the service provided. This thesis project belongs to the quasi-experimental, applied and explanatory type of research.
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Keywords
Service, Process, Incident management, IT services
Citation
Jiménez Huamán, Leydi Yanina. (2021). Implementación de buenas prácticas basado en ITIL para mejorar el proceso de gestión de incidencias en la Unidad de Tecnologías de la Información de la UNDC. Tesis para optar el grado de Ingeniero de Sistemas. Escuela de pregrado. Facultad de Ingenieria. Universidad Nacional de Cañete. Cañete, Perú.