Implementation of ITIL v4.0 Methodology for Incident Management in a telecommunications company

Abstract

Incident handling represents an essential component in telecommunications organizations, as it directly impacts operational continuity and end-customer perception. However, the lack of adequate technological tools can hinder this process, compromising its efficiency. Given this situation, the implementation of the ITIL v4.0 framework is proposed as a viable alternative to improve incident management. This research aims to evaluate the impact of applying ITIL v4.0 on this procedure within a telecommunications company located in Lima, during the year 2025. To this end, a quantitative method was chosen, with a pre-experimental explanatory-level design. A sample of 31 employees was selected using a non-probability convenience sampling technique. The instruments applied to obtain information had a reliability level greater than 0.85. The results revealed substantial improvements in the execution of the incident handling process. Specifically, a 75.66% decrease in average resolution time was observed. Managed tickets increased by 38.26%, and unresolved cases at the end of the period decreased by 86.57%. Regarding internal user opinion, a significant improvement was identified: 58% indicated satisfaction, while 42% expressed complete agreement with the new approach adopted. Statistical analysis, using the Wilcoxon test, confirmed that the changes were statistically significant (p < 0.001). In summary, the data obtained support that the implementation of the ITIL v4.0 framework generated favorable effects on the incident management process, as well as on the user experience within the company evaluated.