Complementación y documentación de la mesa de gestión de servicios tecnológicos en el plan estratégico de transformación digital con enfoque ITIL para el control y automatización de procesos en la Unidad Nacional de Protección.

Abstract

The internship is developed within the framework of contract 1579 of 2023 between the Universidad Distrital and the National Protection Unit (UNP), whose objective is to promote digital transformation within the UNP. This contract seeks to improve efficiency in the fulfillment of the entity's mission by integrating all its technical and administrative activities with information technology (IT). A solution based on an integral service model is proposed, which includes several lines, among which service management stands out. This line integrates the service desk and service management, both implemented in accordance with the ITIL V4 guide. A large part of the internship activities are focused on supporting the technical operation of the different levels of attention of the service desk, preparing monthly reports as part of the contractual obligations, and collaborating in the documentation of two ITIL4 practices together with the ITIL managers.