AUTOMATIZACIÓN DE INFORMES DIARIOS DE LA MESA DE SERVICIO EN POWER BI MEDIANTE CONSULTAS SQL BANCO DE OCCIDENTE

Abstract

In the banking sector, the prompt and efficient management of incidents, requests, and tasks is essential to ensure operational continuity and guarantee end-user satisfaction. Proper handling of these processes not only secures the stability of services but also contributes to strengthening customer trust and safeguarding the institution’s reputation. Currently, within the Service Desk, the generation of daily reports is carried out manually through Oracle queries and the use of Excel spreadsheets. While this method has made it possible to maintain a basic level of operational control, it remains a repetitive task that is highly dependent on human intervention. This increases the likelihood of errors and delays the availability of critical information. Furthermore, this procedure limits the ability to conduct accurate, in-depth, and timely data analysis, while also demanding a considerable amount of time and resources. This project proposes the automation of these reports through the implementation of interactive dashboards in Power BI, enabling a clearer, faster, and more dynamic visualization of information. By establishing direct connections to data sources, eliminating manual processes, and incorporating intelligent measures and advanced filters, the goal is to optimize data analysis and facilitate the interpretation of key performance indicators. In doing so, the project seeks to strengthen strategic decision-making and ensure efficient, reliable, and real-time data analysis.