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2018-Modelo-Gestion-Itilcobit.Pdf FORMULACIÓN DE ACCIONES DE MEJORA PARA LA PRESTACIÓN DE LOS SERVICIOS EN LA EMPRESA DXC TECHNOLOGY BASADO EN LA APLICACIÓN DE LOS MODELOS DE GESTIÓN ITIL V3 Y COBIT 5 EN LA CIUDAD DE BOGOTÁ JULIO CESAR YANES POLO UNIVERSIDAD COOPERATIVA DE COLOMBIA FACULTAD DE INGENIERÍA PROGRAMA INGENIERÍA DE TELECOMUNICACIONES BOGOTA D.C. 2018 FORMULACIÓN DE ACCIONES DE MEJORA PARA LA PRESTACIÓN DE LOS SERVICIOS EN LA EMPRESA DXC TECHNOLOGY BASADO EN LA APLICACIÓN DE LOS MODELOS DE GESTIÓN ITIL V3 Y COBIT 5 EN LA CIUDAD DE BOGOTÁ JULIO CESAR YANES POLO Seminario de Profundización Gestión Tecnológica PGTI Requisito Parcial para obtener el título de Ingeniero de Ingeniero de Telecomunicaciones Director Jose Vicente Palacio Hernandez UNIVERSIDAD COOPERATIVA DE COLOMBIA FACULTAD DE INGENIERÍA PROGRAMA INGENIERÍA DE TELECOMUNICACIONES BOGOTA D.C. 2018 NOTA DE ACEPTACIÓN ____________________________________ ____________________________________ ____________________________________ ____________________________________ ____________________________________ _______________________ PRIMER JURADO _______________________ SEGUNDO JURADO Bogotá, Junio, 2018 AGRADECIMIENTOS A Dios que todo lo permite, dándome fortaleza y perseverancia para culminar con este sueño anhelado. A mi madre, a mi familia, por entregarme su amor, esfuerzos, oraciones y bendiciones para poder lograr mí objetivo. A la ilustre Universidad Cooperativa de Colombia, a la facultad de Ingeniería, a la Carrera de Ingeniería en Telecomunicaciones, por darme la oportunidad de formarme como profesional; al coordinador y distinguidos catedráticos, por guiarme y compartir sus sabias enseñanzas en el transcurso de mi formación académica. TABLA DE CONTENIDO 1 DESCRIPCIÓN DEL PROBLEMA. ............................................................................................ 14 1.1 FORMULACIÓN DEL PROBLEMA .................................................................................. 15 1.2 JUSTIFICACIÓN DEL PROBLEMA .................................................................................. 16 1.3 OBJETIVOS ...................................................................................................................... 17 1.3.1 Objetivo General ........................................................................................................... 17 1.3.2 Objetivos Específicos .................................................................................................... 17 2 MARCOS DE REFERENCIA ..................................................................................................... 18 2.1 MARCO TEÓRICO ........................................................................................................... 18 2.1.1 Historia y Concepto de ITIL ........................................................................................... 18 2.1.2 Estrategia del Servicio .................................................................................................. 19 2.1.3 Diseño del Servicio........................................................................................................ 21 2.1.4 Transición del Servicio .................................................................................................. 24 2.1.5 Operación del Servicio. ................................................................................................. 25 2.1.6 Mejora Continua del Servicio ........................................................................................ 25 2.1.7 COBIT 5 ........................................................................................................................ 27 2.1.8 Los Principios de COBIT 5 ............................................................................................ 27 2.1.9 Principio 1. Satisfacer las necesidades de los interesados: ......................................... 28 2.1.10 Principio 2: Cubrir la Compañía de Forma Integral: .................................................. 30 2.1.11 Principio 3. Aplicar un único Marco Integrado: ......................................................... 32 2.1.12 Principio 4. Habilitar un Enfoque Holístico ................................................................ 32 2.1.13 Principio 5. Separar el Gobierno de la Administración: ............................................ 35 2.1.14 Procesos Habilitadores (Catalizadores) .................................................................... 36 2.1.15 Primer dominio de gestión de Cobit 5 ....................................................................... 37 2.1.16 Modelo de evaluación de procesos PAMP ............................................................... 41 2.1.17 Productos Futuros de Apoyo ..................................................................................... 44 2.2 MARCO INSTITUCIONAL ................................................................................................ 45 2.2.1 Reseña Histórica de la Empresa DXC TECHNOLOGY................................................ 45 2.2.2 Misión de la Empresa DXC TECHNOLOGY ................................................................. 46 2.2.3 Visión de la Empresa DXC TECHNOLOGY ..................................................................46 2.2.4 Líneas de Servicios DXC TECHNOLOGY .................................................................... 46 3 METODOLOGÍA ........................................................................................................................ 49 3.1 POBLACIÓN ..................................................................................................................... 49 3.2 TÉCNICAS PARA LA RECOLECCIÓN Y ANÁLISIS DE LA INFORMACIÓN. ................ 50 3.3 TÉCNICAS, HERRAMIENTAS Y METODOS USADOS PARA LAS RECOMENDACIONES EN EL DISEÑO E IMPLEMENTACIÓN DE LOS SISTEMAS DE GESTIÓN TECNOLÓGICA. ... 50 4 DIAGNÓSTICO DE LAS CONDICIONES ACTUALES DE DXC TECHNOLOGY .................... 51 4.1 ESTADO DE LAS CONDICIONES ACTUALES (ANÁLISIS DE LOS PROCESOS DE AUDITORÍA DE LOS SISTEMAS) ................................................................................................ 51 4.1.1 FASE 1. ¿Cuáles son los motivos? ............................................................................... 51 4.1.2 FASE 2. Determinación del estado actual .................................................................... 52 4.2 DETERMINACIÓN DE FACTORES CRÍTICOS ............................................................... 53 4.2.1 Cascada de Metas. ....................................................................................................... 54 5 DETERMINACIÓN y FORMULACIÓN DE ACCIONES DE MEJORA PARA LA PRESTACIÓN DE LOS SERVICIOS EN LA EMPRESA DXC TECHNOLOGY BASADO EN LA APLICACIÓN DEL MODELO ITIL V3 Y COBIT 5 EN LA CIUDAD DE BOGOTÁ. (Presentación de la Propuesta de ingeniería) ......................................................................................................................................... 59 5.1 FASE 3. ¿DÓNDE QUEREMOS IR? ESTABLECER EL FUTURO DESEADO. .............. 59 5.2 PLAN DE MEJORAMIENTO ............................................................................................. 61 5.3 PROPUESTA ECONÓMICA ............................................................................................. 69 CONCLUSIONES RECOMENDACIONES BIBLIOGRAFÍA ANEXO A PRESUPUESTO ECONOMICO Y RETORNO DE INVERSION ANEXO B LOS PROCESOS INFORMÁTICOS E INDICADORES INDICE DE ILUSTRACIONES Ilustración 1.Publicaciones ITIL ........................................................................................................ 18 Ilustración 2. Mapa de certificaciones ITIL. ....................................................................................... 19 Ilustración 3. Red de Valor ITIL. ....................................................................................................... 20 Ilustración 4. Entradas y salidas del proceso de Gestión de la Disponibilidad. ................................ 22 Ilustración 5. Doble Ciclo PDCA con mejora continua en do (problem finding, display, clear, acknowledge) .................................................................................................................................... 26 Ilustración 6. Principios de COBIT 5 ................................................................................................. 28 Ilustración 7.Partes Interesadas ....................................................................................................... 29 Ilustración 8.Cascada de Metas ........................................................................................................ 30 Ilustración 9.Principio 2 Cubrir la compañía de Forma Integral ........................................................ 31 Ilustración 10. Roles, Actividades y Relaciones ............................................................................... 31 Ilustración 11. Principio 4 Cubrir la compañía de Forma Integral ..................................................... 33 Ilustración 12.Dimensión de Habilitadores ........................................................................................ 35 Ilustración 13.Procesos Habilitadores ............................................................................................... 36 Ilustración 14.Procesos Gobierno y Administración TI ..................................................................... 37 Ilustración 15.Procesos del primer dominio estratégico de Cobit 5 (APO) ....................................... 38 Ilustración
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