Propuesta de modelo para la gestión de incidentes de software basado en ITIL 4 para Banco Ficensa
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2026-06-01
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Universidad Tecnológica Centroamericana UNITEC
Resumen
La gestión de incidencias de software constituye un proceso crítico para la continuidad operativa del sector bancario, al influir en la calidad del servicio y en el control del riesgo tecnológico. El presente Trabajo Final de Graduación tuvo como propósito diseñar un modelo de gestión de incidencias de software basado en ITIL 4 para las áreas de Negocios y Operaciones de Banco FICENSA, orientado a mejorar la trazabilidad, reducir los tiempos de atención y resolución, y fortalecer el control operativo. La investigación adoptó un enfoque cuantitativo descriptivo, con diseño no experimental y transversal, utilizando datos correspondientes al año 2025. Se aplicaron tres instrumentos: un cuestionario de percepción, una matriz documental de incidencias y una matriz de evaluación de capacidad basada en COBIT 2019. Los resultados evidenciaron dispersión en los canales de reporte, incidencias gestionadas sin registro formal, tiempos prolongados de resolución y recurrencia de fallas en sistemas críticos. A partir de estos hallazgos, se propuso un modelo formal de siete etapas integrado a ManageEngine ServiceDesk Plus, acompañado de una matriz de criticidad, indicadores clave de desempeño y reglas de escalamiento. Se concluyó que el modelo propuesto representó una alternativa viable para fortalecer el gobierno de TI, reducir el riesgo operativo y elevar la madurez del servicio bancario.
Software incident management constitutes a critical process for the operational continuity of the banking sector, as it influences service quality and technological risk control. This Final Graduation Project aimed to design a software incident management model based on ITIL 4 for the Business and Operations areas of Banco FICENSA, focused on improving traceability, reducing response and resolution times, and strengthening operational control. The research adopted a descriptive quantitative approach, with a non-experimental and cross-sectional design, using data corresponding to 2025. Three instruments were applied: a perception questionnaire, a documentary incident matrix, and a process capability assessment matrix based on COBIT 2019. The results showed dispersion in reporting channels, incidents managed without formal registration, prolonged resolution times, and recurrence of failures in critical systems. Based on these findings, a formal seven-stage model integrated into ManageEngine ServiceDesk Plus was proposed, supported by a criticality matrix, key performance indicators, and escalation rules. It was concluded that the proposed model represented a viable alternative to strengthen IT governance, reduce operational risk, and increase the maturity of banking services.
Software incident management constitutes a critical process for the operational continuity of the banking sector, as it influences service quality and technological risk control. This Final Graduation Project aimed to design a software incident management model based on ITIL 4 for the Business and Operations areas of Banco FICENSA, focused on improving traceability, reducing response and resolution times, and strengthening operational control. The research adopted a descriptive quantitative approach, with a non-experimental and cross-sectional design, using data corresponding to 2025. Three instruments were applied: a perception questionnaire, a documentary incident matrix, and a process capability assessment matrix based on COBIT 2019. The results showed dispersion in reporting channels, incidents managed without formal registration, prolonged resolution times, and recurrence of failures in critical systems. Based on these findings, a formal seven-stage model integrated into ManageEngine ServiceDesk Plus was proposed, supported by a criticality matrix, key performance indicators, and escalation rules. It was concluded that the proposed model represented a viable alternative to strengthen IT governance, reduce operational risk, and increase the maturity of banking services.
Palabras clave
Banco FICENSA, COBIT 2019, Gestión de incidencias, ITIL 4, Gestión de servicios de TI