Diseño de procesos para el área de tecnología de la empresa Serviandina S. A .

Abstract

Abstract: The objective of this thesis is the design of processes, based on the ITIL methodology, for the standardization of the most significant activities carried out in the technology area of ​​the company Serviandina S. A. A Service Level contract is also designed. between the technology area and the company, whose objective is to guarantee the adequate level of service that the technology area provides to the company. To reuse and disseminate information about solutions given to different problems, a knowledge base is designed. To conclude on which are the weak points that the technology area has and that it is interesting to strengthen, a SWOT analysis is carried out, subsequently the causes of these weak points are sought, and finally the solutions to be implemented to strengthen the technology are sought. technology area. The contribution of this thesis is to present a method that allows strengthening the technology area by searching for weak points and providing solutions to better organize it, contributing significantly to the growth of the company.