Propuesta de estrategia metodológica para la optimización de los procesos operacionales en empresas de transporte masivo en Colombia basada en ITIL v4

Abstract

In this paper, an investigation will be carried out on the problems and incidents that can occur in the business area of ​​the mass transportation system, as well as the explanation of the different most important reference frames and the differences that exist between them in turn. the application of these in said problems. Also, based on the aforementioned work, an explanation work will be carried out on the best practices and main processes of the ITIL framework for its application in the incidents that arise on mass transportation companies in Colombia. After this work, it will continue and end with a methodological proposal applying the proposals and practices that best adapt to the problems found on site in one of the largest transportation companies in Bogotá. This in order to be able to minimize the effects and consequences and also the impact that these incidents may have on the daily work of these companies and in turn on the operation and service that is generated externally for users who would be in in this case the citizens who are part of and make daily use of this system. The work does not mention the company in question in which the work to discover the inconveniences is carried out because it prefers to remain anonymous, however, images and support material of the same are attached to give more objectivity and truthfulness about what was investigated.