Evaluación de la Gestión de Incidentes Tecnológicos mediante la Implementación de ITIL: Un Estudio de Caso en el Cuerpo de Bomberos Salinas

Christian Daniel Ramírez-Becerra; Daniel Iván Quirumbay-Yagual

Authors

Ramírez-Becerra Christian Daniel Universidad Estatal Península de Santa Elena. Maestría en Tecnologías de la Información. La Libertad, Ecuador. https://orcid.org/0009-0007-6111-0130
Quirumbay-Yagual Daniel Iván Universidad Estatal Península de Santa Elena. Maestría en Tecnologías de la Información. La Libertad, Ecuador. https://orcid.org/0000-0002-6513-3520

Keywords:

ICT, Technological incidents, Risk management

Abstract

This study focuses on evaluating the quality and efficiency in the management of technological incidents of the Salinas Fire Department, with the purpose of reducing downtime and optimizing resources, especially after the implementation of ITIL (4.0). The research is structured in three fundamental phases. First, the structure and operation of the management of technological incidents in the Salinas Fire Department is analyzed prior to the implementation of ITIL (4.0). Subsequently, the changes and improvements in the management of technological incidents after the implementation of ITIL (4.0) are identified. Finally, the impact of this implementation on efficiency, quality and response time to technological incidents is evaluated. A structured interview was carried out using a questionnaire with closed questions, aimed at the personnel of the information technology department of the fire department, with a population of 60 individuals. In addition, a regression study was carried out to explore the relationship between the implementation of Information Technology (IT) processes and two dependent variables of interest: the degree of alignment of the IT strategy with the business strategy and the impact of the management of technological incidents in strategic objectives. The results of the regression analysis reveal a moderate positive correlation between IT process implementation and strategic alignment (Pearson correlation coefficient = 0.62, p < 0.05), indicating that a greater focus on process implementation is associated with a Greater strategic alignment of IT with business objectives. This finding supports the idea that efficient IT process management contributes positively to the achievement of broader strategic goals.

Keywords: ICT, Technological incidents, Risk management.

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