Estudio de factibilidad para la implementación de un sistema de gestión de incidencias en una pyme bogotana del sector TIC

Abstract

This paper presents a feasibility study on implementing one incident management system in a company as an SME (Small and Medium Enterprises) in the Colombian technology sector. For the study the implementation process is based on the conditions of a real company of Bogota known as CaseWare Ingeniería S.A.S. So, what is taken into account in the work presented below is based entirely on the implementation of incident management process proposed in the framework of technological infrastructure (ITIL). For this It is taken into account the financial capacity of the company, the opportunities on the market which could access as consultants to support the implementation of the process and the possibility of implementing a project of incident management within CaseWare ENGINEERING S.A.S. taking in the possibility of external financing.