Gestión de servicios de TI usando las prácticas de ITIL V4 para la empresa Millenium Connection

Abstract

The research paper entitled " Gestión de Servicios de TI usando las prácticas de ITIL V4 para la Empresa Millenium Connection" [IT Service Management using the ITIL V4 practices for the Millenium Connection Company] focuses on the growing importance of Information Technology (IT) management in modern organizations. Initially, it highlights how IT management —at one time considered relevant only for large companies— has become essential for all-sized organizations nowadays. The main objective of the project is to develop an IT service management model based on the best practices of ITIL V4, specifically for the ‘Millenium Connection’ company. Throughout the work, topics addressed include theoretical framework, IT strategic planning, research methodology, and the design of an interview. Moreover, a service management proposal based on ITIL 4 adapted to the company’s needs is presented. This project aims to provide the company with a solid base to optimize its IT services, improve operational efficiency and customer satisfaction, and maintain competitiveness in a business environment propelled by constantly changing technology. Keywords: ITIL, IT, service management, management model.