Diseño de plan de continuidad de negocio : aplicado al área de Ti de la Empresa Atento

Abstract

After diagnosing the business continuity plan of Atento Colombia SA, multinational Customer Relationship Management (CRM) services and its various campaigns, a set of shortcomings and risks in the area of ​​IT has been found, which is why it was decided to focus the project in carrying out a descriptive research in the organization that resulted in a step by step that allows the company to improve the responses to crisis situations that affect the provision of business critical services affecting the clients. Currently the company Atento Colombia SA has eight processes which manage the services inside the company, so that the procedures are performed in a way that meets customer satisfaction, one of these processes is known as Technology Management , the IT area to ensure that services are always available, ensuring the integrity and confidentiality of the information as well as the efficiency and effectiveness of the services. Increasing competitiveness within business organizations, in addition to the more demanding demands of customers, demands to provide services and / or products with greater speed and reliability, forcing the maintenance of daily operations in an uninterrupted manner, with the capacity to reestablish IT operations in the event of an incident and / or disaster that adversely affects key business processes in order to maintain or improve the competitive position generating new business with the demands of the market. According to the above, a document was created that reflects a methodology to implement a business continuity plan focused on the IT area, following the guidelines of the best practices allowing to strengthen the interaction between the processes of the organization, with the obtained data delivered an exclusive design for this business model as a proposal to address the problems detected, additional tools were created for its implementation, thus obtaining a framework that serves as a pilot plan for other areas of the organization, allowing to have documented processes and procedures associated with standards, standards and good practices.