Propuesta de optimización de la mesa de servicio, alineada con las mejores prácticas de ITIL V.4, para Banco Davivienda
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Date
2025-05-08
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
La gestión efectiva de incidentes y solicitudes de servicio en el ámbito bancario es crucial para la continuidad operativa y la satisfacción del cliente. Banco Davivienda Honduras enfrenta problemas significativos con su herramienta ServiceDesk de Manage Engine, cuya configuración actual no cumple con los estándares ITIL V.4, generando desorganización en el registro, seguimiento y documentación de las solicitudes. El objetivo general es optimizar la Mesa de Servicio mediante un marco sólido basado en las mejores prácticas de ITIL V.4, mejorando la eficiencia operativa, la calidad del servicio y la satisfacción del cliente interno. Utilizamos metodologías cualitativas, incluyendo entrevistas, encuestas y análisis de contenido, para evaluar la percepción de usuarios y empleados. Se identificaron áreas de mejora como el establecimiento de KPIs y SLA, la reingeniería del catálogo de servicios y la implementación de autoservicio para los usuarios internos. Los resultados indican la necesidad de superar estos puntos críticos. La propuesta se enfoca en iniciar proyectos específicos para abordar cada área de mejora, permitiendo a Banco Davivienda desarrollar una mesa de servicio efectiva con estadísticas claras y una mejor percepción por parte de los clientes internos. Palabras claves: (Banco Davivienda, Mesa de Servicio, Service Desk, ITIL, ITSM)
Effective management of incidents and service requests in the banking sector is crucial for operational continuity and customer satisfaction. Banco Davivienda Honduras faces significant issues with its Manage Engine ServiceDesk tool, whose current configuration does not meet ITIL V.4 standards, leading to disorganization in the registration, tracking, and documentation of requests. The overall objective is to optimize the Service Desk through a solid framework based on ITIL V.4 best practices, improving operational efficiency, service quality, and internal customer satisfaction. We used qualitative methodologies, including interviews, surveys, and content analysis, to assess the perceptions of users and employees. Areas for improvement were identified, such as establishing KPI and SLA, reengineering the service catalog, and implementing self- service for internal users. The results indicate the need to address these critical points. The proposal focuses on initiating specific projects to tackle each improvement area, enabling Banco Davivienda to develop an effective service desk with clear statistics and improved customer perception. Keywords: (Banco Davivienda, Service Desk, Service Desk Plus, ITIL, ITSM)
Effective management of incidents and service requests in the banking sector is crucial for operational continuity and customer satisfaction. Banco Davivienda Honduras faces significant issues with its Manage Engine ServiceDesk tool, whose current configuration does not meet ITIL V.4 standards, leading to disorganization in the registration, tracking, and documentation of requests. The overall objective is to optimize the Service Desk through a solid framework based on ITIL V.4 best practices, improving operational efficiency, service quality, and internal customer satisfaction. We used qualitative methodologies, including interviews, surveys, and content analysis, to assess the perceptions of users and employees. Areas for improvement were identified, such as establishing KPI and SLA, reengineering the service catalog, and implementing self- service for internal users. The results indicate the need to address these critical points. The proposal focuses on initiating specific projects to tackle each improvement area, enabling Banco Davivienda to develop an effective service desk with clear statistics and improved customer perception. Keywords: (Banco Davivienda, Service Desk, Service Desk Plus, ITIL, ITSM)
Keywords
Mesa de Servicio, ITIL, ServiceDesk