Abstract:

Incident management is a very important process within the management of IT services in public or private organizations. In the National Superintendence of Public Registries there are several problems such as: long waiting time to attend to users, non-compliance in the operative part for the management of Incidents, inadequate monitoring of the attention given to users. Due to these problems, was make an analysis in the organization to propose an improvement for the incident management process. The objective of this research is to design a model to improve the incident management process in a public institution based on ITIL v3. The methodology used to design the new model has taken into account the best practices of ITIL v3, as well as the use of BPMN to perform the modeling of the processes. As result between the proposed model for incident management and the old model, were found ten differences. In this way, it is conclude that the incident management process was modeled with the sub processes of the escalation and change management, which has allowed improving the incidents management in the SUNARP Service Center, improving the response time due to prioritization of attention of the incidents by classification of these, improvements in customer service, in addition to providing good service and user satisfaction.