Plan de Transformación Digital para el área de Gestión de Incidentes Tecnológicos de la empresa Banco Pichincha basado en Arquitectura Empresarial con el ADM de TOGAF y computación en la nube

Abstract

Abstract: This document outlines a digital transformation plan for the Management of Technological Incidents at Banco Pichincha, considering the relevance of the financial sector to Quito's economy and the sustained growth in the use of digital channels by users. Based on an analysis of the economic sector, the value chain of the Personal Banking segment, and a diagnosis of the current state, deficiencies in manual processes, information dispersion, and poor traceability in the resolution of technological incidents are identified. To address these issues, an enterprise architecture based on the TOGAF ADM framework and the cloud is proposed. This architecture will automate key management processes, centralize information, and improve the availability of Banco Pichincha's digital channels. The project includes the design of business, data, application, and infrastructure architectures, as well as an implementation roadmap aimed at strengthening operational efficiency and the user experience.