Diseño de modelo de gestión de incidentes basado en ITIL para una Entidad Financiera Colombiana

Abstract

An incident is defined as the unplanned interruption of an IT service, for this reason the timely management of an event of this style reported by a user is one of the priorities within an organization and in a financial institution it is not the exception especially If these reports are made from a Banking office since from there a large part of the success of the business model of an organization like this is reflected, for this reason the present work aims to detect the shortcomings present in the implemented incident management model in a Colombian bank analyzing the process that is carried out in the technological support areas when an event occurs that as a result affects the operation or the provision of IT services; To achieve this, ITIL good practices will be applied as they allow achieving quality and efficiency in technology operations.