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

Autores/as

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

Palabras clave:

TIC, Incidentes tecnológicos, Gestión de riesgos

Resumen

Este estudio se centra en evaluar la calidad y eficiencia en la gestión de incidentes tecnológicos del Cuerpo de Bomberos de Salinas, con el propósito de reducir tiempos de inactividad y optimizar recursos, especialmente tras la implementación de ITIL (4.0). La investigación se estructura en tres fases fundamentales. Primero, se analiza la estructura y funcionamiento de la gestión de incidentes tecnológicos en el Cuerpo de Bomberos Salinas previo a la implementación de ITIL (4.0). Posteriormente, se identifican los cambios y mejoras en la gestión de incidentes tecnológicos tras la implementación de ITIL (4.0). Finalmente, se evalúa el impacto de esta implementación en la eficiencia, calidad y tiempo de respuesta a los incidentes tecnológicos. Se llevó a cabo una entrevista estructurada mediante un cuestionario con preguntas cerradas, dirigido al personal del departamento de tecnologías de información del cuerpo de bomberos, con una población de 60 individuos. Además, se realizó un estudio de regresión para explorar la relación entre la implementación de procesos en Tecnologías de la Información (TI) y dos variables dependientes de interés: el grado de alineación de la estrategia de TI con la estrategia empresarial y el impacto de la gestión de incidentes tecnológicos en los objetivos estratégicos. Los resultados del análisis de regresión revelan una correlación positiva moderada entre la implementación de procesos en TI y la alineación estratégica (coeficiente de correlación de Pearson = 0.62, p < 0.05), indicando que un mayor enfoque en la implementación de procesos está asociado a una mayor alineación estratégica de TI con los objetivos empresariales. Este hallazgo respalda la idea de que una gestión eficiente de procesos en TI contribuye positivamente a la consecución de metas estratégicas más amplias.

Palabras clave: TIC, Incidentes tecnológicos, Gestión de riesgos.

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.

Información del manuscrito:
Fecha de recepción: 19 de diciembre de 2023.
Fecha de aceptación: 13 de febrero de 2024.
Fecha de publicación: 12 de marzo de 2024.

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