Application of ITIL for the automation of incident management process at Cubatel S.A

Abstract

Cubatel S.A. is a prestigious company dedicated to the design, construction, installation and operation of telecommunications and computer systems, integrated into the Information Technology and Communications Business Group (GEIC). The company is currently transitioning its business model to the eTOM management framework, which includes technological incident management. Among its various services, the Engineering and Projects Division provides specialized technical assistance in the area of incident management, which was previously performed manually and without adequate tools to manage it. This resulted in an inefficient use of the company's human resources and a lack of management of the knowledge acquired during the resolution process. In response to this problem, it was proposed to design an incident management process based on the ITIL best practices framework for IT service delivery, using software tools to support its automation. To this end, a study of the latest version of the ITIL methodology was carried out and the main helpdesk tools were evaluated on the basis of incident management best practices. The proposed solution enabled the centralized management of incidents, enabled multiple communication channels and streamlined the service process, resulting in increased customer satisfaction and added value for the company.