An approach to incidence management with technological requirements in the national public administration

Abstract

The purpose of this investigation was to analyze and measure the management of incidents and quality of service to address the technological requirements of a public institution of the Venezuelan State on account of the large volume of user requirements because of technological failures and delays in addressing incident reports, which is also due to a lack of follow-up and control in the Office of Information and Communication Technologies, as well as the shortage and high turnover of qualified and trained personnel in the area. That is why evaluating the processes to offer services with quality technological attention is necessary. In this regard, this research proposed the creation of a new organizational structure that is consistent with the growth achieved by the organization. The study focused on analyzing the processes and user service focused under the modality of a feasible project with a descriptive level; due to its characteristics, it can be materialized to provide a solution to the problem posed. It was supported by field investigation with bibliographic support and at a descriptive level since the information was collected in situ by using techniques such as surveys. The instrument used was a questionnaire applied to the people working in a Venezuelan Ministry. It is expected to reach results that satisfy the needs of the ministerial entity.