Modelo de gestión para el control de cambios y la dirección de proyectos basados en ITIL y metodologías ágiles dentro de la provisión de servicios de un departamento de desarrollo de software

Abstract

The development area of the Technology Department is a very important component of the functioning of the companies. They are in constant process of elaboration and modification of the computer systems. At the organizational level, companies make every effort to evolve according to market demands, always focused on business development and growth, taking into account and applying the appropriate strategies. In an organized environment, the development area of the technology department should be aligned with the organizational structure of the company, focused on the common strategy and maintaining an adequate methodology to manage the services delivered by this area. But this is not always the case, there is a disorganization when requesting the requirements to the technology department, especially the development area. The requirements for change or the need for a new service, are made in an unorganized way, request them directly without prior analysis, so also and already within the technology department, the changes are not processed correctly, thus causing that changes or new implementations do not meet the requirements or are delivered out of time. In this work, a change management process is proposed, which defines the activities to be followed for a correct administration of the requirements, from the request to the implementation, taking into account the best practices in the management of services ( ITIL) and agile methodology Scrum.