Propuesta de modelo de referencia para la optimización de procesos de gestión de tecnologías de la información para PyMES que proveen servicios integrados de telecomunicaciones, aplicado a la empresa INTEGRAL DATA S.A

Abstract

This work deals with the development of a proposed reference model for process optimization management Information Technology (IT) for small and medium enterprises (SMEs) that provide integrated telecommunications services, applied to the company INTEGRALDATA as case study. A study on the current needs of SME businesses regarding IT management was held, for which a survey of 71 companies in the sector was conducted. The proposed process optimization IT management reference model based on benchmarks and best practices in the industry both IT and the telecommunications sector such as COBIT, ITIL, eTOM and PMBOK developed. Implementation for the company INTEGRALDATA function service desk, incident management and requirements developed, and event management following the project management structure defined by PMBOK. An assessment of the implemented processes performed by analyzing a before and after implementation where improvements verified. The results of the implementation of the reference model proposed for the processes indicated are reflected in measurements made with an improving trend indicators and evaluation where a level 3 maturity rate established processes is reached.