Desarrollo de un plan estratégico basado en servicios de ti para el departamento de tics de la UTMACH

Abstract

In an increasingly digitized environment, ICTs are essential for the efficient operation of institutions. The development of a strategic plan based on IT services for the UTMACH ICT department is crucial in current organizational management. The lack of an IT service catalog and well-defined processes in incident, problem, and change management negatively impacts service quality and user satisfaction. Therefore, an approach based on ITIL best practices has been adopted, adaptable to the specific needs of any organization. The collection and analysis of information on IT services allowed for categorizing and characterizing each one, establishing hierarchical responsibilities. This led to the creation of an IT service catalog and laid the groundwork for effective operational improvement strategies. Similarly, the proposed servicebased organizational structure aims to optimize the provision and support of services. Additionally, the implementation of GLPI as a centralized incident and request management system is proposed. GLPI offers features such as asset management, inventory, incidents, problems, and changes, which will enhance service quality and user satisfaction, as well as optimize available resources and time. The proposal has achieved a good level of acceptance, positively evaluated by the ICT management with a 76.6% compliance rate, guiding it towards more effective and proactive management. By adopting ITIL best practices, the resolution of technical issues is expedited, laying the groundwork for continuous development and innovation in IT services