Diseño de una base conocimientos para optimizar la gestión operacional del primer nivel de servicio de Tecnología de una entidad financiera de Bogotá mediante un modelo prototipos.

Abstract

The following project was developed based on the extensive amount of information that a first-level technology service analyst must be familiar with. The purpose was to structure a knowledge base and materialize it into a prototype that supports delivering clearer and more precise responses regarding the issues being addressed. Its primary function is to streamline incident management, ensure more accurate responses, and serve as guardians of critical information. The lack of knowledge due to the overwhelming volume of relevant data, along with inconsistent information, can cause delays in management processes and reduce service quality. Furthermore, high employee turnover can be significant, and the learning curve may take more than six months. The project proposed the following general objective: to design a knowledge base for the control and improvement of operational management carried out by first-level service analysts in the Technology division of a financial institution in Bogotá. Four specific objectives were defined: (1) gather existing information from the various consultation channels used to date; (2) classify the collected information based on priority, incident type, and solution category; (3) structure the knowledge base by identifying areas for management and indicator improvement; and (4) develop an interactive chatbot prototype to support the resolution of frequent errors. To carry out this project, key topics were addressed, such as knowledge management, the SECI model, and ITIL best practices for operating a Service Desk. The mission of the area and the strategic role of a knowledge base were taken into account, positioning it as a fundamental resource for effective incident resolution. Additionally, the ITIL definition of “incident” was analyzed, and the pair programming methodology was applied to foster collaborative teamwork. The project was developed within the context of a financial institution located in Bogotá, also considering relevant legal aspects such as personal data protection, restrictions on unauthorized website access, and information security policies. An exploratory study was conducted to understand the main knowledge gaps faced by first-level analysts and how these could be addressed through the design of a knowledge base. The research adopted an analytical approach, focusing on identifying evidence and recurring challenges in knowledge management within the Service Desk. Based on these findings, the optimal structure of a knowledge base was defined, and mechanisms for its integration into a chatbot were explored. The project began with data collection through interviews and surveys conducted with the service team, including Service Desk analysts and their coordinator. Based on the results, the planning of information systems was carried out following a layered architecture. It began with the organizational layer, where the purpose, mission, and business logic were identified. Then, the data layer was addressed to design entity-relationship models and properly structure the required database. Next, the procedure layer was developed, defining the operational workflows associated with integrating the chatbot into the work environment. Finally, the application layer was addressed, documenting the technical and functional development of the prototype. In this way, all the project’s objectives were successfully achieved.