Diagnóstico estratégico de transformación digital para la propuesta de automatización de un proceso clave en Ticsoft S.A.S bajo los lineamientos de la Guía PMBOK® Séptima Edición.

Abstract

This project addresses the challenge faced by TICSOFT S.A.S. in its digital transformation process, confronting the paradox of maintaining manual and fragmented internal processes despite being a provider of technological solutions. The core problem lay in the lack of a structured diagnosis to assess digital maturity and accurately identify operational gaps suitable for automation. Under the guidelines of the PMBOK® Seventh Edition, a strategic diagnosis was conducted with a focus on value generation and organizational adaptability. The applied methodology, with a descriptive and analytical approach, integrated an AS-IS characterization through which the IT Incident Management process was prioritized due to its high repetitiveness and operational criticality. The maturity analysis results, supported by ITIL 4 and BPMN frameworks, positioned the process at Level 1 (Initial), revealing a strong dependence on the tacit knowledge of key individuals and an inefficient dispersion of service channels. As a solution, a progressive automation proposal (TO-BE) was designed, including the implementation of a single digital channel, automatic ticket creation, and the use of rule engines for escalation and assisted closure. Finally, a hybrid implementation plan was established, structured in four phases: standardization, transactional automation, control automation, and advanced automation. This project delivers a strategic roadmap that optimizes operationalefficiency, reduces human errors, and strengthens decision-making, enabling TICSOFT to consolidate its competitiveness and service quality through an organized and sustainable technological transition.