Diseño de un plan de mejora para la empresa Redeban, para los procesos de gestión de cambios, gestión de incidentes y gestión de problemas del área de producción a través de la metodología ITIL.

Abstract

Redeban is a company dedicated to the solution of payment methods in Colombia, a payment method processor, which involves cutting-edge technological platforms, software, hardware, different applications, web pages, among others, that make it participate in the industry of information technology (IT). Being a technology company, it requires the implementation of the best practices in the industry, in order to be more efficient and effective in its processes and seeking continuous improvement. Due to the above and in order to be able to carry out an adequate management in the information technology (IT) services, an investigation was carried out on the best methodologies and tools implemented in other similar organizations, finding that the most used is that of ITIL . With the present work, the aim is to implement the ITIL methodology in the production area of ​​the Redeban company, hoping to replicate it in the future to the other technological areas. For this, 5 stages have been defined with which the implementation is intended. Diagnosis Stage: In this stage, it is sought to identify which are the procedures currently used by the production area for the execution of its processes, times and control mechanisms. Comparison Stage: For this stage, the current processes will be validated and compared against those defined by ITIL and how they can be adjusted to the methodology. Designs of ITIL formats: The standardization of formats will be carried out, through the design of new formats that contemplate the items required by ITIL. Implementation in the production area: At this stage, the best practices identified will be implemented for the different processes, the socialization of new standardized formats and possible improvements to documents, if required. Monitoring and Control: With the aim of establishing any improvement, during the first 2 months, monitoring and control of what has already been implemented will be carried out and will be left as a reference for the replication of the other technological areas