APPLICATION OF ITIL FOR THE AUTOMATION OF THE INCIDENT MANAGEMENT PROCESS AT CUBATEL S.A.
Abstract
Cubatel S.A., as part of the transition of its business model to the eTOM management framework, pays special attention to the specialized technical support for incidents. This service used to be performed manually and without adequate management tools. This caused, among other disadvantages, an inefficient use of the company's human resources and a lack of management of the knowledge acquired during the resolution process. In response to this problem, it was proposed that an incident management process based on the ITIL best practices framework for I.T. service delivery be designed using software for its automation. For this purpose, a study of the latest version of the
ITIL methodology was carried out, and the main helpdesk tools were evaluated based on the best practices for incident
management. The proposed solution enabled centralized incident management and multiple communication channels and streamlined the service process, resulting in increased customer satisfaction as an added value for the company.
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