Modelo Integral de transformación digital basado en marcos de gestión de TI para empresas proveedoras de servicios de internet

Abstract

Internet service providers offer a technological product, but their internal management often lacks formalization: they implement tools in isolation, without an IT governance structure, without documented processes, or indicators to verify results. In light of this problem, the research aimed to design a comprehensive digital transformation model based on IT management and governance frameworks, applicable to small-scale providers. A mixed descriptive and propositional approach was adopted through an instrumental case study at INDYTELECOM, an internet service provider in the canton of Cañar. The data were collected using four techniques: an interview with management, a 32-item digital maturity questionnaire administered as a census to the seven employees, structured observation, and a documentary analysis of the technology inventory. The results placed the company at a basic level of digital maturity, with an overall average of 2.39 out of 5; information security scored 1.46—the only score at the initial level—while operational processes achieved the highest score. A perception gap of 1.02 points was also identified between management and technical staff, present across all eight dimensions evaluated, along with a 52.6% discrepancy between manual inventory records and system reports. This paper presents the MTD-ISP model as a contribution, structured around eight dimensions, seven phases, and fourteen indicators with baseline values, along with a feasible 18-month roadmap for organizations that do not have an information technology department. Keywords: digital transformation, IT governance, digital maturity, Internet service providers, COBIT 2019.