De ITIL® 3 a ITIL® 4 SENA - Cuando creemos creamos

Abstract

The transition from version 3 of the ITIL® reference framework to ITIL® 4 in the National Learning Service Systems Office was presented as one of the requirements of the multiple obligations that the provider of technological services for the Entity had to carry out, from November 2019 until July 31, 2022 and corresponded to one of the strategic objectives to be achieved set out in the IT Strategic Plan presented by the Entity's Systems Office and which aims to reduce technological gaps and achieve strategic breakthroughs. SENA in the ICT Strategic Plan included four pillars, namely: Strengthen training for labor relations mediated by ICTs, Promote business management with the support of ICTs, Leverage the transformation of SENA Digital 4.0. and Enabling institutional management with Information Technologies. The latter is the origin of the selection process by Public Tender that concludes with the hiring of a company for the Management of its ICT projects of the Systems Office. The entity considered that, although the Information and Communication Technologies had to be seen in an integral way with all its components, this holistic vision should also consider the Management of ICT Services to achieve the mission and vision of the Entity from the fulfillment of its strategic objectives. Initially, the author defined the Design of the Transition Plan from ITIL®3 to ITIL®4 as the problem to be solved, considering both the ICT Service Management and the different contractual obligations, through which it was established that these services should be provided. following guidelines of best practices, reference frameworks, current regulations, and the Digital Government Policy. However, later the Entity and the Technology Provider specified the scope in the meetings with the entity and the ICT operator in May 2022 and agreed that the scope of the problem was that indicated in the obligation according to numeral 2.2.2.1.1.4. So: The CONTRACTOR during the term of the contract must present the transition plans for the adoption of ITIL® 4 which will be verified and approved by the Inspectorate and SENA, since the current practices correspond to version 3. (National Learning Service SENA, 2019b, p.18) The objective of addressing this business problem from an academic point of view was to present the results of the exercises carried out in the subjects studied, using Challenge-Based Learning (CBL®), the application of the concepts learned Management, Systematic Inventive Thinking® and the ITIL® Service Management framework. The objective of the solution proposed for the business problem is that, from the initial design of the transition plan, the urgency of the change is presented, its implementation is recommended and with the experience in management of ICT services, an operation is proposed and provided with the best practices by adopting and adapting the different frames of reference and transforming, in the client and in the company, the culture of customer service. xix From a business point of view, the specific objective of presenting the initial design of the Transition Plan is to generate a sense of urgency for change and initiate awareness of the execution of a project proposing innovation in processes and products. From the point of view of the operation, the specific objective corresponds to promoting in the team the concept of generating value from the knowledge of the Service Value System and the Continuous Improvement Model proposed in ITIL®4. From the professional and personal point of view, the specific objective is to generate the alignment between the responsibilities of the Services Management with the formal and non-formal training of the author and the strategic vision of the company in relation to the execution of the technology contract. with the largest official budget in Colombia. Finally, as a result, in addition to the Transition Plan for the ICT Service Operator, basic exercises are obtained to solve operation problems and a personal vision aligned with the problem to be solved. It is concluded that the Initial Transition Plan Design must include responsibilities for the entity and for the ICT service provider that executes the respective contract, covering the four dimensions of ICT Service Management indicated in ITIL® 4 and empowering the 7 principles and the 34 practices in all concerned.