ITIL Implementation: Information Technology Incident Management for a Chemical Importing Company

Aparicio-Lecca M.; Arce-Holgado A.; Sierra-Liñan F. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2024) · DOI: 10.18687/laccei2024.1.1.1488

Resumen

Many organizations dedicated to the import of chemical products do not have an adequate implementation of IT incident management procedures. This translates into a lack of knowledge to resolve incidents correctly within their organizations. By not having clear processes, these companies cannot apply continuous improvements, despite the constant technological advance. This research, using the ITIL version 3.0 methodology and its best practices, seeks to improve incident management in this type of organization. ITIL 3.0 provides adequate parameters for its application in any entity, focusing on objectives such as resolution time, the number of tickets resolved, the services covered and user satisfaction. The study observes that the IT area of these organizations lacks adequate processes, which was further evidenced by the COVID-19 pandemic. The applied research, based on collected data, uses an experimental design where the variables are related to the research problem. The level of the study is explanatory, allowing the collection of information through a population of 50 people who work in the organization. Non-probabilistic convenience sampling is used. The research seeks to improve incident management, identifying deficiencies in the delivery and management of these to all areas. To ensure reliability, the type of content was validated using the Kolmogorov-Smirnov normality test, with a favorable result that indicates the reliability of the instruments used.

Instituciones: Universidad Tecnológica del Perú; Universidad Privada del Norte