Publicación:

Diagnostico basado en la norma ISO 20000-1:2011 en el proceso de soporte de proyectos de desarrollo de software en ADA S.A. ubicada en Bogotá D.C.

Resumen

The main objective of this work has been to diagnose the necessary changes in the provision of IT services under the good practices of the ISO 20000 standard, the quality area carried out a performance monitoring to know how to act and how to solve incidents or failures, in such a way that in the process of supporting software development projects in the company ADA S.A. greater control and optimization of the process. Starting from an audit carried out by the company's Quality Area, where unfavorable results were obtained in terms of the service level of the process. This work was developed in the company in question, since the company does not have a well-structured IT Service Management System that supports and supports the needs of customers, company needs, according to successful experiences of other companies. , it is estimated that applying the standard will considerably improve the service and therefore positively affect all processes, obtaining all the aforementioned benefits. Initially, the quality area carried out a performance follow-up of the last 6 months, later a diagnosis is made using a standard audit methodology that consists of 4 steps: A preliminary study is carried out, review and evaluation of documents, detailed examination of critical areas and finally the pertinent recommendations are generated. The failure points of the audited process made it possible to determine the best practices according to ISO 20000-1: 2011, specifically taking into account the life cycle of the software development project support process.