Optimización de las operaciones de soporte técnico de TI en una cadena de farmacias de Honduras mediante la automatización robótica de procesos (RPA): evaluación basada en COBIT 2019 e ITIL 4
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Date
2025-05-08
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centeoamericana UNITEC
Abstract
El presente trabajo de tesis se propuso optimizar los procesos críticos repetitivos en una cadena de farmacias de Honduras, mediante tecnologías de automatización robótica de procesos RPA, está brindo la oportunidad de avanzar en la productividad, el objetivo principal fue evaluar procesos repetitivos y aptos para automatización. Se evaluó herramientas RPA en el mercado, se seleccionó las más adecuada alineada con las necesidades del negocio, se establecieron prácticas para mejora continua, basados en el dominio COBIT 2019 DSS: Entrega, Servicio y Soporte para un marco de trabajo en el gobierno de TI, se empleó buenas prácticas de ITIL 4 en su fase de mejora continua del servicio, esto permite priorizar la entrega de servicios requeridos y en constante mejora. La investigación tuvo un enfoque cualitativo, ya que buscaba evaluar procesos actuales y como mejorarlo implementando RPA. Las herramientas seleccionadas fueron Bizagi se elaboró diagramas de procesos actuales y optimizados, Power Automate para la automatización, mesa de ayuda de tickets y la herramienta de JIRA para gestión de servicios de TI. Según los datos se priorizo la RPA en procesos de Soporte Técnico de TI, luego en RR.HH. de reclutamiento y Contabilidad con validación de depósitos. La propuesta definió procesos a automatizar y lineamientos para gestión de cambios en procesos y recomendaciones para ejecución exitosa. Los RPA ofrecen beneficios, necesarios para alcanzar mejores niveles de productividad, se recomendó capacitaciones y una correcta divulgación sobre metodologías a emplear.
The present thesis work aimed to optimize critical repetitive processes in a pharmacy chain in Honduras, through robotic process automation technologies RPA, it is providing the opportunity to advance productivity, the main objective was to evaluate repetitive processes suitable for automation. RPA tools in the market were evaluated, the most appropriate ones aligned with the business needs were selected, practices for continuous improvement were established, based on the COBIT 2019 DSS domain: Delivery, Service and Support for a framework in IT governance, ITIL 4 good practices were used in its continuous service improvement phase, this allows prioritizing the delivery of required and constantly improving services. The research had a qualitative approach, since it sought to evaluate current processes and how to improve them by implementing RPA. The selected tools were Bizagi, diagrams of current and optimized processes, Power Automate for automation, ticket help desk and the JIRA tool for IT service management. According to the data, RPA was prioritized in IT Technical Support processes, then in HR recruitment and Accounting with deposit validation. The proposal defined processes to be automated and guidelines for managing changes in processes and recommendations for successful execution. RPAs offer benefits, necessary to achieve better levels of productivity, training and correct dissemination of methodologies to be used were recommended.
The present thesis work aimed to optimize critical repetitive processes in a pharmacy chain in Honduras, through robotic process automation technologies RPA, it is providing the opportunity to advance productivity, the main objective was to evaluate repetitive processes suitable for automation. RPA tools in the market were evaluated, the most appropriate ones aligned with the business needs were selected, practices for continuous improvement were established, based on the COBIT 2019 DSS domain: Delivery, Service and Support for a framework in IT governance, ITIL 4 good practices were used in its continuous service improvement phase, this allows prioritizing the delivery of required and constantly improving services. The research had a qualitative approach, since it sought to evaluate current processes and how to improve them by implementing RPA. The selected tools were Bizagi, diagrams of current and optimized processes, Power Automate for automation, ticket help desk and the JIRA tool for IT service management. According to the data, RPA was prioritized in IT Technical Support processes, then in HR recruitment and Accounting with deposit validation. The proposal defined processes to be automated and guidelines for managing changes in processes and recommendations for successful execution. RPAs offer benefits, necessary to achieve better levels of productivity, training and correct dissemination of methodologies to be used were recommended.
Keywords
Optimización, Automatización, COBIT 2019