Publicación:

Formulación de acciones de mejora y control para el seguimiento de ANS (acuerdos de nivel del servicio) asociados a los incidentes manejados en el área del NOC de reclamaciones corporativas de la empresa STI S.A.S. basado en la aplicación de ITIL y SCRUM

Resumen

Having good practices in the service level agreements (ANS) agreed with the client within any organization is important, not only to keep an adequate control of the service that is being provided, but to build trust with the client that the work is It is doing according to the request, which has a professional team and interested in performing work with ethics and quality at all times; and primarily to generate satisfaction in stakeholders (externally and internally). In general, users who make use of the different information systems responsible for the execution of incidents want them to be perfect and that real-time reports can be obtained to take corresponding improvement actions in order to mitigate the negative impacts on the operation of the service and achieve full compliance with the ANS established with the client, however, implementing a tool so robust that it can manage times in the operation of the service is not so simple and companies must resort to implementing agile methodologies within the team of work and the quality area to make the work easier and more feasible. This paper seeks to propose a way to use best practices in a process within a company, accompanied by the guidelines suggested by ITIL and SCRUM in order to give good control and monitoring of the ANS established in the NOC area of Corporate Claims, which will optimize the work performance of the parties involved in the process.