Bibliographic citations
Zavaleta, M., Ramos, E. (2023). Aplicación de ITIL para mejorar el proceso de gestión de incidentes en una empresa del rubro de cementos [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/671139
Zavaleta, M., Ramos, E. Aplicación de ITIL para mejorar el proceso de gestión de incidentes en una empresa del rubro de cementos [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/671139
@misc{renati/1801664,
title = "Aplicación de ITIL para mejorar el proceso de gestión de incidentes en una empresa del rubro de cementos",
author = "Ramos Malca, Emerson Eliseo",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
In the context of a growing cement company with a high level of automation and use of technologies, problems related to complaints and user dissatisfaction were identified as a result of repetitive incidents that affected the availability of information and operation systems, causing economic losses. After an analysis, deficiencies were identified in the incident, problem and change management processes. This work addresses the design and implementation project of new incident and problem management processes based on ITIL v3 2011 in a new ITSM system. As the incident attention prioritization guidelines aligned with the business need began to be applied along with a more robust process, the incident resolution results improved, reaching, by the third month of implementation, compliance with the resolution SLA. 100% and 90% for high and medium priority incidents respectively without increasing the number of IT operators; On the other hand, the number of high priority incidents was reduced by 19.5%, in the same period of time, as a result of the operation of the problem management process that helped focus resources on solving the root cause of some repetitive incidents.
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