Prototipo del Modelo de Gestión de Incidentes del Área de Soporte a Producción de Citibank Colombia

Abstract

At the conclusion of the review of the current model of regional management of incidents in production, they found flaws impacting timely attention to the failures reported by business and are also affecting bank customers, causing financial, legal and corporate image impact against customers, reason that has led us to consider restructuring the current model of incident management applications in production. The main image in the IT area, is embodied in the customer service and IT users, so they know how to act effectively to the resolution of incidents is a key to avoid damaging its image further, which in itself factor not usually It is especially well appreciated. The main objective of maintaining a model of incident management is to resolve as quickly as possible and any incident causing interruption or impairment of service, so business and customers. For the above and taking into account this need, from the technological point of view you want to refine the current model and achieve have processes and procedures defined for the regional management of incidents with an optical from the organization for the timely attention of incidents reported by the various business areas taking into account the need for it to support and ensure that the model is sufficiently tailored to the needs and business strategies, restructuring the current model will be based on the use of best practices and ITIL V3.