Determinación y auditoría de procesos internos de seguridad, incidentes y problemas del área de operación y mantenimiento de la red IP/MPLS de CNT E.P. mediante COBIT 4.1 y normalización de dichos procesos usando la guía de las prácticas ITIL v3

Abstract

In this project, it is detailed an audit of internal processes of security, incidents and issues, which has been done in the operation and maintenance department from IP/MPLS network in CNT E.P., through COBIT 4.1 in order to set the maturity level of the existing processes and determine non existing processes. Afterwards, the processes obtained in the audit have been elaborated and normalized by means of ITIL v3 practices guide. Furthermore, several aims, performance indicators and recommendations have been proposed in order to improve continuously these processes. This work has been completed to enhance the work efficiency because the staff will have a clearer and better knowledge about their activities and responsibilities based on structured processes/procedures.