Especialización Gestión de Servicios de Tecnologías de la Información

URI permanente para esta colecciónhttp://hdl.handle.net/11634/47137

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Monografia - plataforma inteligente para licitaciones públicas en Colombia
(Universidad Santo Tomás, 2026-07-07) Brito Barbosa, Jorfred JairUni; Villarreal, Martha Isabel; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000083366; https://scholar.google.com/citations?user=ObXU51AAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-1589-2334
In Colombia, public procurement is a key component of government management and represents an important source of business opportunities. However, small and medium-sized enterprises (SMEs), entrepreneurs, and independent contractors face significant challenges in accessing, analyzing, and effectively using information related to public tenders. This limitation restricts their equal participation, reduces competitiveness, and contributes to imbalances within the public procurement market. This project proposes the design and development of a technological solution based on the Colombia Compra Eficiente API, aimed at the extraction, processing, and automated analysis of data from public procurement processes. The tool integrates interactive visualizations and Machine Learning and Deep Learning models to facilitate the identification of opportunities, predict optimal participation times, and automatically recognize the documentation required for each tender. The initiative seeks to improve access to information, optimize decision-making, and enhance SME participation in the public procurement system, thereby promoting transparency, efficiency, and inclusion within Colombia’s public market.
Propuesta de diseño de red IoT con procesamiento en la nube para el monitoreo del uso del espectro radioeléctrico en Bogotá
(Universidad Santo Tomás, 2026-07-10) Rivera Gómez, Angela Yulieth; Suarez Quintero, Dayana Carolina; Villareal López, Martha Isabel; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000083366; https://scholar.google.com/citations?user=ObXU51AAAAAJ&hl=es&oi=sra; 0000-0002-1589-2334
The growing number of wireless devices has made radio spectrum management harder, and the centralized monitoring schemes used today fall short. This monograph proposes a distributed monitoring solution for the locality of Fontibón, designed to support the National Spectrum Agency (ANE). The design combines IoT, edge computing, Software-Defined Radio (SDR), and cloud services. It proposes a hybrid architecture with nodes based on Raspberry Pi 4 and HackRF One, connected through LoRaWAN and UHF links, which process data at the edge and send it to Amazon Web Services for storage, analysis, and visualization. The model follows the cybersecurity guidelines set by MinTIC and the CRC. The results show that this integration modernizes spectrum supervision, supports decisions based on real data, and leaves a scheme that can be replicated in other localities.
Política de gestión de proyectos – Oficina de Tecnologías de da Información Metro de Bogota S.A.
(Universidad Santo Tomás, 2026-07-16) Martínez Tinjacá, Edwin Andrés; Estepa Julio, Pedro Eduardo; Jiménez Rodríguez, Camilo Ariel; González Silva, Fredy; Villarreal López, Martha Isabel; Universidad Santo Tomas; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000083366; https://scholar.google.com/citations?user=ObXU51AAAAAJ&hl=es&oi=sra; 0000-0002-1589-2334
This monograph proposes an Integral IT Project Management Policy for the Oficina de Tecnologías de la Información (OTI) of Metro de Bogotá S.A. (EMB). The research addresses the need to strengthen digital governance and standardize the management of technology projects in a major public entity responsible for the city's sustainable mobility system. The proposal integrates three international methodological frameworks; PMBOK, PRINCE2, and Agile methodologies adapting them to the regulatory context. The resulting hybrid framework structures the project lifecycle into five stages: initiation, planning, execution, monitoring, and closure. Each stage incorporates transparency, efficiency, accountability, and public value guidelines, in compliance with current legislation. Expected outcomes include the reduction of cost overruns and delays in technology projects, the strengthening of traceability and alignment with Metro de Bogotá's strategic objectives, the improvement of internal stakeholder satisfaction, and the consolidation of a continuous improvement culture based on institutional knowledge repositories.
Propuesta de continuidad y modernización del servicio de callcenter, caso hotelero
(Universidad Santo Tomás, 2026-07-21) Amaya Cabezas, Luis Miguel; Merchan Pedroza, Jeison Uriel; Villareal López, Martha Isabel; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000083366; https://scholar.google.com/citations?user=ObXU51AAAAAJ&hl=es&oi=sra; https://orcid.org/0000-0002-1589-2334
Companies are continuously seeking to advance so as not to fall behind in the digital transformation process. Customer service has become a fundamental pillar, as it allows companies to maintain a close and effective relationship with their clients. In this context, the present work proposes a cloud-based solution that centralizes the telephony and call center service of El Salvador, Ecuador, Peru, and Colombia into a single, scalable system. This centralization will improve service management and customer care, providing more accurate metrics on service quality and facilitating decision-making aimed at meeting customer needs. This proposal represents a significant step in the evolution of current platforms, enabling optimized response times, improved service continuity, and a strengthened customer experience through a modern, integrated, and growth-oriented infrastructure. For its development, an applied case study methodology was used, supported by an analysis of the current infrastructure, a review of industry trends, and a comparative evaluation of cloud service providers. The results indicate that Microsoft Azure is the most suitable alternative for centralizing the operation, given its availability levels, competitive costs, and native disaster recovery capabilities.
Implementación well-architected framework en entornos multi-suscripción
(Universidad Santo Tomás) Puerto Corral, Julián Andrey; Pinto Gómez , Harol Camilo; Villarreal López, Martha Isabel; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000083366; https://scholar.google.com/citations?user=ObXU51AAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-1589-233
This paper presents the implementation of the Microsoft Azure Well-Architected Framework (WAF) in a corporate tenant managing more than five active Azure subscriptions, each with distinct workloads, responsible teams, and compliance requirements. The central problem identified is the inefficient and disorganized management of the multi-subscription environment, caused by the absence of a governance model, lack of network segmentation, non-standardized resource provisioning, and limited knowledge of cloud architecture best practices among subscription administrators. Based on the five pillars of the WAF — Operational Excellence, Security, Reliability, Performance Efficiency, and Cost Optimization — this work proposes a structured approach to diagnose existing gaps, design governance guidelines, standardize policies using tools such as Azure Policy, Management Groups, and RBAC, and define a target architecture that ensures environment segmentation, resource naming standards, and homogeneous environments. The expected outcome is a scalable and secure cloud governance model that aligns technical decisions with the organization's strategic objectives, reduces operational and financial risks, and fosters a culture of responsible architecture.
Solución para el monitoreo de llamadas en el NOC: de la redacción a la predicción.
(Universidad Santo Tomás, 2026-02-10) Avila Reina, Santiago; Perez Perez, Darluin Santiago; Villareal Lopez, Martha Isabel; Universidad Santo Tomás
The document analyzes the problems present in Network Operations Centers (NOCs) dedicated to monitoring call traffic in telecommunications companies, highlighting the lack of effective tools for real-time data visualization, tracking, and analysis. This deficiency generates delays in fault detection, an increase in unmanaged incidents, economic losses, and low customer satisfaction. Through the ITIL V3 framework, digital transformation, and technologies such as IoT, cloud computing, machine learning, and monitoring software (especially Zabbix), a technological solution is proposed that enables centralized, proactive, and automated traffic management. The proposal includes advanced visualization, predictive alerts, and real-time analysis, with the aim of optimizing NOC processes, reducing response times, improving service quality, and strengthening relationships with customers and suppliers. In conclusion, the research demonstrates that the digitization of monitoring transforms the NOC into a more efficient, scalable environment that is aligned with the current demands of the ICT sector.
Ideación de la solución para la automatización de edificio de apartamentos
(Universidad Santo Tomás, 2026-02-10) Vargas Ramirez, Felipe Andrés; Díaz Nieto, Geors Stheben; Reyes Estupiñán, Michael Stiven; Villarreal López, Martha Isabel; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000083366; https://scholar.google.com/citations?user=ObXU51AAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-1589-2334
This paper addresses the challenges faced by Building BQ 45 C, a residential complex of 24 apartments located in the Palermo neighborhood of Bogotá, which experiences high operational costs derived primarily from fixed expenses in security, public utilities, cleaning, and administration. The dependence on human resources for access control, surveillance, and management of common areas generates operational inefficiencies, limited information traceability, and restricted response capacity to incidents. The proposed solution consists of the design and implementation of a comprehensive automation platform based on IoT (Internet of Things) technologies and cloud services, specifically using Microsoft Azure IoT Central as the centralized management core. The system integrates smart sensors for monitoring critical variables (water, noise, parking occupancy, waste), automated access control through RFID and biometrics, and IP video surveillance with cloud storage. The proposed technical architecture follows a five-layer model (perception, network, gateway, cloud, and application), ensuring interoperability, scalability, and security through AES-256 encryption and multi-factor authentication. The estimated initial investment is $16 million COP with monthly maintenance costs of $300,000 COP, projecting a 20-25% reduction in operational costs and a return on investment in 2.9 years. The project is based on an exhaustive analysis of technical alternatives, validation of the business model using the Canvas methodology, and strict compliance with the Colombian regulatory framework (Law 675 of 2001, Law 1581 of 2012, RETIE, RETILAP). Expected results include significant improvements in operational efficiency, security, environmental sustainability, and quality of life for residents, positioning Building BQ 45 C as a replicable model of digital transformation in Colombia's horizontal property sector.
Sistema inteligente de gestión y monitoreo para laboratorios universitarios: Mejora de la eficiencia energética y control remoto mediante tecnologías open source
(Universidad Santo Tomás, 2025-12-06) Rodríguez Cortes, Giovanny Alexander; Hernández Moreno, Andrés Esteban; Rojas Barreto, Cristian; Barón Bonilla, Luis Felipe; Villareal López, Martha Isabel; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000083366; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001748826; https://orcid.org/0000-0002-1589-2334
The monograph analyzes problems in the management of the ETM11 laboratory at Santo Tomás University, caused by a lack of control over the IT infrastructure. This generates three main issues: 1.Energy waste: equipment left on outside of operating hours. 2. Reactive management: lack of real-time monitoring prevents preventive maintenance. 3. Lack of automation: manual tasks that complicate technical work. Proposed solution. Implementation of an intelligent system based on open technologies: Zabbix Server and Agent: centralized monitoring and collection of metrics (CPU, memory, temperature, energy). Grafana: visualization in dynamic, real-time panels. Key capabilities • Comprehensive monitoring of resources and peripherals. • Automation with alerts and remote control (Wake-on-LAN). • Proactive management to anticipate incidents. • Expected impact •Reduced energy consumption and optimized technical time. •Increased reliability through early fault detection. •Historical data for strategic decisions. This project demonstrates how open source solutions can improve efficiency, be scalable, and align with digital transformation and sustainability.
Modelado de agente de servicios con IA para un operador económico autorizado en Colombia
(Universidad Santo Tomás, 2025-01-16) Urrego Zapata, Sebastián; Cárdenas Bohórquez, Laura Victoria; Villareal López, Martha Isabel; Universidad Santo Tomás; https://orcid.org/0000-0002-1589-2334
This graduate project from the Specialization in Information Technology Services Management at Universidad Santo Tomás aims to model an Artificial Intelligence-powered service agent (chat and voice) for an Authorized Economic Operator in Colombia, focused on improving customer service and advisory for internal and external clients in foreign trade services. To achieve this objective, the following development route was pursued: investigate available technologies to identify functional solutions applicable to intelligent agent modeling, establish the current advisory process flow to standardize conversation flow and AI service agent functionalities, and apply the AI service agent modeling as a use case to test functionalities and validate the proposed model's effectiveness in a real operational environment. Regarding highlighted results, a Minimum Viable Product (MVP) was successfully built and validated—an intelligent virtual assistant called VictorIA, with architecture based on the Llama 3 language model deployed on proprietary local infrastructure, demonstrating automated resolution rates, response accuracy, and response time reduction. The business model was constructed using Canvas methodology, identifying three priority segments (AEOs, Customs Brokerage Societies, and exporting SMEs) with a differentiated value proposition in security, agility, and compliance. Technical alternatives were analyzed across six critical functional blocks, justifying technological selection through comparative analysis. The digital transformation process was established and evaluated using MIT Sloan's Digital Maturity framework across five dimensions, and legal aspects were defined ensuring compliance with Law 1581/2012 and DIAN Resolution 089/2024.
Propuesta para la gestión tecnológica de un sistema de aprovechamiento de aguas no potables, aguas grises y aguas lluvia para el ahorro en hogares
(Universidad Santo Tomás, 2025) Pierre Alexander Mora Rubiano, Pierre Alexander; Arévalo Herrera, Juliana Alejandra; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000759813; https://orcid.org/0000-0001-7401-4286
The misuse of water in Bogotá is a complex problem with deep roots and significant consequences that affect various aspects of life in the city and the region. Addressing it requires a clear understanding of its underlying causes and the effects it generates. This problem tree reveals the connection between the various factors that contribute to the misuse of water in Bogotá and the serious consequences that result, highlighting the urgent need to implement immediate actions for its sustainable management.
Propuesta de Modernización del Sistema SICAPITAL: Migración a la Nube Como Respuesta a las Limitaciones de Infraestructura Tecnológica en la UAESP
(Universidad Santo Tomás, 2025-07-17) Agudelo Ramirez, Dany Fernando; Bogotá Huerfano, Francisco; Hurtado Baquero, Daniel Felipe; Romero Ciendua, Sara Yaneth; Arevalo, Juliana Alejandra; Macias Muñoz, German; Universidad Santo Tomas; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001689234; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001480901; https://orcid.org/0000-0003-2105-262X; https://orcid.org/0000-0001-7071-5747
Within the framework of the digital transformation of the public sector in Colombia, the Special Administrative Unit of Public Services (UAESP) faces critical challenges due to the obsolescence of its technological infrastructure—particularly the SICAPITAL system, a key tool for the entity’s financial and contractual management. This monograph proposes a strategic solution: migrating the system to a cloud-based architecture to ensure high availability, security, scalability, and operational sustainability. The proposal addresses the urgent need to modernize institutional services, enhance administrative efficiency, reduce operational risks, and strengthen public trust in management. It aligns with the guidelines of the Digital Government Policy and the principles of efficiency, transparency, and innovation.
Propuesta de Mejora en la Eficiencia del Consumo de Créditos de Nube Pública en la Superintendencia de Sociedades.
(Universidad Santo Tomás, 2025-07-10) Galeano Quitian, Andrés Camilo; González Pardo, Javier; Silva Silva, Laura Natalia; Ramírez Montenegro, German Camilo; German, Macias Muñoz; Arévalo Herrera, Juliana Alejandra; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001689234; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000759813; https://orcid.org/0000-0003-2105-262X; https://orcid.org/0000-0001-7401-4286
This monograph examines the rising costs of AWS cloud services within Colombia’s Superintendencia de Sociedades. Aiming to strengthen both financial and technical management in cloud environments, three methodologies—FinOps, Technology Business Management (TBM), and Cloud Cost Intelligence (CCI)—were evaluated. The selected model was chosen based on its alignment with the institution’s operational structure, digital transformation strategy, and public policy Frameworksworks. The solution addresses the increasing cloud consumption that threatens the financial sustainability of critical services such as Tesauro, SIIS, and the Insolvency System. The proposed architecture is structured into functional blocks and leverages native AWS tools to enable automation, budget traceability, and compliance with the institutional IT Strategic Plan (PETI). Keywords: public cloud, AWS, cost management, operating model, digital transformation, IT governance, institutional services.
Propuesta de Automatización para el Despliegue Masivo de Máquinas Virtuales: Caso - Hotel Internacional
(Universidad Santo Tomás, 2025-07-11) Ballesteros Calle, Miguel Angel; Echeverri Gomez, David Giovanny; Rodríguez pesca, Andrés Felipe; Posada Aguirre, Anghelo Steven; Arevalo Herrera, Juliana Alejandra; Macias, German; Arévalo, Juliana; Castellanos Carreño, Anthony Alfonso; Pinzó, Javier; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000759813; https://orcid.org/0000-0001-7401-4286
The project arises as a response to the current challenges faced by companies in the digital era, where there is a constant pressure to be faster, more efficient and offer impeccable services. The main objective is to eliminate human error and the slowness associated with manual processes of installing and configuring tools on Linux servers, allowing companies to significantly streamline these procedures. The proposed solution seeks to address the limitations that organizations experience when managing large volumes of virtual machines in repetitive processes, optimizing the deployment and configuration processes of complex environments. According to the document, this automation can generate a 95% increase in process efficiency and an 80% improvement in incident response time. The project is framed in the context of current technological trends such as cloud computing and the growing demand for specialized digital solutions that allow companies to improve their services, response times and customer service, without compromising the security, speed and availability of their systems. Keywords: Automation, cloud computing, Linux servers, efficiency.
Diseño de un Modelo Tecnológico para la Estandarización del Proceso de Elaboración de Propuestas Comerciales en el Área de Preventa de Ciberseguridad de Controles Empresariales
(Universidad Santo Tomás, 2025-07-10) Medina Calderón, Diana Marcela; Valentin Panqueva, Paula Andrea; Arevalo Herrera, Juliana Alejandra; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000759813; https://orcid.org/0000-0001-7401-4286
This monograph presents the design of a technological model to standardize the commercial proposal development process within the cybersecurity presales area of Controles Empresariales. The main problem identified is the lack of a structured methodology, with decentralized information, manual processes, and low traceability, which negatively impacts operational efficiency, business closing rates, and competitiveness. The proposed solution is based on Microsoft Azure services, including centralized storage (Azure SQL Database, Blob Storage), workflow automation (Power Automate, Logic Apps), data visualization (Power BI), and artificial intelligence (Azure OpenAI Service). The business model aims to optimize internal resources, enhance the presales team's productivity, and improve customer experience, ensuring regulatory compliance, information security, and scalability. The solution is structured through a 12-week implementation plan, including phases of design, development, testing, training, and production deployment.
Vulnerabilidades en Servicios On Premise
(Universidad Santo Tomás, 2024) Arias Mancilla, Santiago Andres; Moreno Martínez, Billy Efraín; Otálora Moreno, William David; Cadena Muñoz, Ernesto; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001465749; https://scholar.google.com/citations?user=qTycqC4AAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-1086-3665
This project addresses the vulnerabilities associated with on-premise technological infrastructure, particularly in micro-enterprises in the IT sector. Through a detailed analysis, the main limitations of these systems are identified, such as technological obsolescence, high investment in maintenance, scalability restrictions and increasing cybersecurity threats. As a solution, the migration of on-premise services to cloud platforms is proposed, highlighting their benefits in terms of flexibility, scalability, security and cost reduction. The document details technical alternatives based on Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS), supported by leading technologies such as AWS, Azure and Google Cloud. In addition, the implementation of advanced tools for security management, storage and automation is considered. This approach not only seeks to mitigate current risks, but also to position companies for sustainable growth in a constantly evolving technological environment, ensuring business continuity and improving their ability to compete in the digital market.
Propuesta de implementación de un Asistente Virtual en ITSM del Banco Davivienda
(Universidad Santo Tomás, 2024) Forero Bolaños, Andrés Ricardo; López Patiño, Roberstón Oswaldo; Sierra García, Sergio Andrés; Suarez Galindo, Juan Felipe; Cadena Muñoz, Ernesto; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001465749; https://scholar.google.com/citations?user=qTycqC4AAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-1086-3665; https://orcid.org/0000-0002-2133-5526
Propuesta de Implementación de IA en Plataforma de Mesa de Ayuda para Sodimac Colombia
(Universidad Santo Tomás, 2024) Mancera Sogamoso, Héctor Eduardo; Rojas Díaz, Brian Hernando; Beltrán Ulloa, Edgar Alfonso; Cadena Muñoz, Ernesto; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001465749; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000014917; https://scholar.google.com/citations?user=qTycqC4AAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-1086-3665
Below is the monograph document developed during the completion of the Specialization in Information Technology Services Management. The content described in the document addresses the issues faced by a retail company and incorporates the application of the knowledge acquired during the academic program. The proposal is focused on cloud environments with the application of new technologies. The document addresses an issue within Sodimac Colombia, a retail company, which needs to optimize the categories for its helpdesk service. Due to budget cuts across various contracts, the technology team, led by the helpdesk, aims to implement new technologies and align with the company’s innovation strategy, incorporating AI and making it visible through two communication channels that all internal clients can access.
Propuesta de Arquitectura Multinube del Sistema de Gestión de Servicio y Operación Para Aerorental LTDA
(Universidad Santo Tomás, 2024-12-12) Herrera Hitas, Danny Zavid; Cocuy Fernández, Cristian Danilo; Padilla Lemus, Iván Mauricio; Cadena MUñoz, Ernesto; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001465749; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001664196; https://scholar.google.com/citations?user=qTycqC4AAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-1086-3665
The monograph addresses the design of a multi-cloud architecture proposal to optimize the Maintenance and Operation Management System (SAMM) of AERORENTAL LTDA, a Colombian company specializing in the rental and maintenance of equipment for working at heights. This project arises as a response to the technological obsolescence of the current system, which limits its ability to scale and meet the company's growing demand. A transition to a cloud-based system is proposed to enable the integration of advanced technologies such as IoT and predictive analytics, improving operational efficiency, scalability, and customer satisfaction, while ensuring security and regulatory compliance within the industry.
Manejo de PQRS Mediante Herramientas en Cloud Computing
(Universidad Santo Tomás, 2024) Fandiño Peña, Edwin Giovani; Campos Rincón, Eisen Haward; Amaya Céspedes, Julián Alberto; Martínez Luligo, Josué Fernando; Cadena Muñoz, Ernesto; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001465749; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002185529; https://scholar.google.com/citations?user=qTycqC4AAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-1086-3665
In the digital age, efficiency and accessibility are crucial for meeting user needs. The cloud-based PQRS (Questions, Complaints, Claims, and Suggestions) service emerges as an innovative solution that allows companies to effectively manage interactions with their customers. By centralizing and storing all data in a secure and accessible environment from anywhere, organizations can respond quickly to user concerns, thereby enhancing the customer experience. This system not only optimizes communication but also facilitates data analysis, allowing for the identification of trends and areas for improvement. With its cloud-based implementation, companies can scale their operations without significant investments in infrastructure, while ensuring the confidentiality and integrity of the information. In summary, a cloud-based PQRS service not only improves the management of complaints and suggestions but also fosters a more customer-oriented organizational culture, driving loyalty and long-term satisfaction.
Diseño Y Arquitectura De Un Data Lake Para La Integración De Datos Empresariales En Sutex
(Universidad Santo Tomás, 2024) Pachón López, Julieth Paola; Quiñones Díaz, Luis Carlos; Cardenas Cristancho, Edda Acened; Mateus Beltran, Mauricio; Ernesto, Cadena Muñoz; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001465749; https://scholar.google.com/citations?user=qTycqC4AAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-1086-3665; https://orcid.org/0000-0003-3777-2955
This monograph, developed as the final work of the Specialization in Information Technology Services Management, aims to demonstrate the fulfillment of the competencies acquired during the program. These competencies include the ability to establish business models within legal frameworks for Cloud and IoT services, to select appropriate technologies based on technical, economic and environmental analysis, to size ICT architectures architectures that add value to humanity and propose collaborative and interdisciplinary solutions to solve organizational and social problems. In this context, we present a theoretical case focused on the company Sutex, whose main challenge is the design and architecture of a Data Lake for the integration of business data generated by the different applications within the company. The objective of this project is to develop a cloud solution that allows to centralize all the data sources of the organization that will be mentioned in this document, taking into account its origin or type, using a multi-cloud architecture focused on the thematic developed in the IT services architecture class. This will facilitate the deep analysis of information and support strategic decision making based on data generated in the company in real time.

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