DISEÑO DE UN SISTEMA DE GESTIÓN DE SERVICIOS DE TI BASADO EN ITIL PARA LA EMPRESA CABLETEL

Abstract

This research responds to the problems faced by a telecommunications company that offers television and fiber optic internet services in Azogues, Biblián, and Déleg (CABLETEL) in IT management due to the lack of an adequate methodology. It has resulted in the accumulation of unattended tickets and a lack of categorization and prioritization criteria, which affect business processes and generate a bad image with customers. This study aims to design and implement an IT management system based on ITIL to improve IT services in CABLETEL, for which the processes currently managed will be identified, the primary ITIL processes will be selected to choose the most appropriate software, implementing it in a test environment, which will solve current problems, improve efficiency, standardize operations and reduce risks. The mixed methodological approach, which assesses the current state of the company and the best practices based on ITIL, will be used to propose suitable IT management software.