Diseño de un marco de referencia orientado a la prestación de servicios de gestión de tecnologías de la información en la empresa Solincosta
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Fecha
2020
Autores
Gómez, José
Martínez, Diego
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Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
El uso de las TI en las empresas actualmente es obligatorio, debido a que su implementación ha pasado de ser un solo un mecanismo para mejorar los procesos,
a convertirse en un conjunto de herramientas de primera necesidad para las empresas. Para realizar una debida gestión de los recursos de TI se requiere del personal
capacitado que se encargue de brindar la adecuada disponibilidad, continuidad y correcto funcionamiento del hardware, software, redes y telecomunicaciones que
soportan los servicios de tecnología requeridos por las diferentes áreas de la empresa, sin embargo existen muchas empresas que no cuentan con un
departamento de tecnología, por lo cual Solincosta ha centrado en identificar este tipo de empresas y ofrecerles sus servicios. Esta propuesta está orientada al mejoramiento de la prestación del servicio que
ofrece la empresa Soluciones Informáticas de la Costa (Solincosta) a sus empresas clientes, para ello se requiere contar con un modelo exclusivo de mejores prácticas
de: Gestión de servicios de Tecnologías de la Información (TI), debido a que ofrece sus servicios bajo la modalidad de outsourcing. Para esto, tomamos marcos de
referencia considerados como “buenas prácticas” y realizamos una articulación de estos; estos marcos son ISO/IEC 27002:2013, COBIT 2019 e ITIL 4.
Antecedentes : La empresa SOLINCOSTA por ser una empresa nueva, con poca orientación para iniciar el proceso de gestión de TI a sus empresas clientes, expresa
la necesidad de aprovechar las normas y marcos de referencia, reconocidas como mejores prácticas para crear un marco de referencia propio que le pueda servir
como guía metodológica para la prestación de servicios de gestión de TI. Objetivos : Construir un modelo propio de prestación de servicios de gestión de
tecnologías de la información para la mejora de la prestación de los servicios ofrecidos por Solincosta.
The use of IT in companies is currently mandatory, because its implementation has gone from being a single mechanism to improve processes, to becoming a set of essential tools for companies. In order to properly manage IT resources, trained personnel are required to be in charge of providing adequate availability, continuity and correct operation of the hardware, software, networks and telecommunications that support the technology services required by the different areas of the company. However, there are many companies that do not have a technology department, for which Solincosta has focused on identifying these types of companies and offering them its services. This proposal is aimed at improving the provision of the service offered by the company Soluciones Informáticas de la Costa (Solincosta) to its customers, for this it is required to have an exclusive model of best practices of: Information Technology Service Management (IT), because it offers its services under the outsourcing modality. For this, we take reference frames considered as “good practices” and we carry out an articulation of these; These frameworks are ISO / IEC 27002: 2013, COBIT 2019 and ITIL 4. Background : SOLINCOSTA, being a new company, with little guidance to start the IT management process for its customers, needs to take advantage of the standards and reference frameworks, recognized as best practices to create its own reference framework that can serve as a methodological guide for the provision of IT management services. Objective : Build an own model for the provision of information technology management services to improve the provision of services offered by Solincosta.
The use of IT in companies is currently mandatory, because its implementation has gone from being a single mechanism to improve processes, to becoming a set of essential tools for companies. In order to properly manage IT resources, trained personnel are required to be in charge of providing adequate availability, continuity and correct operation of the hardware, software, networks and telecommunications that support the technology services required by the different areas of the company. However, there are many companies that do not have a technology department, for which Solincosta has focused on identifying these types of companies and offering them its services. This proposal is aimed at improving the provision of the service offered by the company Soluciones Informáticas de la Costa (Solincosta) to its customers, for this it is required to have an exclusive model of best practices of: Information Technology Service Management (IT), because it offers its services under the outsourcing modality. For this, we take reference frames considered as “good practices” and we carry out an articulation of these; These frameworks are ISO / IEC 27002: 2013, COBIT 2019 and ITIL 4. Background : SOLINCOSTA, being a new company, with little guidance to start the IT management process for its customers, needs to take advantage of the standards and reference frameworks, recognized as best practices to create its own reference framework that can serve as a methodological guide for the provision of IT management services. Objective : Build an own model for the provision of information technology management services to improve the provision of services offered by Solincosta.
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Palabras clave
ISO/IEC 27002:2013, COBIT 2019, ITIL 4, Nivel de madurez, Buenas prácticas, Servicio de TI, Maturity level, Good practices, IT service