Desarrollo de procesos de tecnologías de la información y buenas prácticas para la gestión académico-administrativa en el Instituto Superior Tecnológico Sucre de la Zonal 9 del Distrito Metropolitano de Quito

Abstract

At present, higher education institutions, specifically technological institutes, are strengthening their administrative and academic structures. Focused on the new academic demand based on university technologies. In this sense, the development of an IT governance manual in the Sucre Higher Institute is presented, to optimize the information technology processes. For this reason, the research focused on analyzing the processes of the information and communication technology area of the institution, designing management processes based on the COBIT 2019 methodology, and finally generating the proposal of a governance manual that allows the improvement of the processes against the hypothesis stated, the application of an IT governance based on the COBIT methodology and ISO 38500 generate the improvement in the academic administrative IT processes in the Sucre Institute. The methodology proposed in the research has a mixed approach, through the descriptive analysis based on the processes of the technology area, and the survey technique based on structured questions with the application of a Likert scale according to the qualification that COBIT gives to the process capability. For the confirmation of the hypothesis, the results developed under descriptive statistics allowed to obtain the situational analysis of 48.60% on delivery, service, and support management on the processes considered as critical supported under internal documentation and external quality indicator, being the most relevant aspects related to the operational management with 66.38% and incident management in the service of 61.66% which imply organized management. Subsequently, a proposal was generated for the implementation of an IT governance manual, focused on critical points DSS04, DSS03, and DSS06 using a workflow proposed by the COBIT methodology, as well as an implementation method.