Determinar el apetito al riesgo para tomar mejores decisiones respecto a soporte a clientes en la empresa Esneyfanet

Abstract

Nowadays business strategies are exposed to different types of risks that can affect the company. This happens because they don’t have a tool that helps them to take the correct decisions and don’t affect the company. It is when the appetite for risk appears, as a tool to decide the goals, purposes and strategies that will be developed later. It is the measure or level of risk that the company wants to accept in the achievement of its objectives. This threshold helps control and keep risks at the levels you want. Therefore, it will facilitate the creation of value within the organization. In this investigation we propose the use of a methodology that allows us to define the risk appetite regarding Information Technologies and help them to make decisions in the company. For this purpose, the tactic was to identify the risks that the company was taking at that time. For this purpose, the tactic was to identify the risks that the company was taking at that time. As a result, the selection of the descending methodology was obtained, 12 risks were identified regarding customer support, 2 to 4 metrics were defined for each risk to detail the Appetite, Tolerance and Capacity of each of the metrics, and finally it was calculated the severity of each risk according to the probability and the impact of the risk. Finally, it was concluded that through this guide the company will be able to make better decisions, minimizing the risks that may present.