Digital Governance in Management Systems
Keywords:
Governance, methodology, structure, tools, KPISAbstract
In the telecommunications market, customers are demanding with the services they hire, especially with the trend of number portability, which consists of users being able to switch to any company while keeping their same phone number with services at a lower cost (Palomino Figueroa, & Walde Ordoñez, 2016). Due to this trend; the availability of systems has a very important role
in customer satisfaction. With this premise, governance was implemented in a TELCO, validating an initial situation, managing to identify the problem that generated the lack of availability of systems through a quantitative and qualitative research. The results obtained by the application of governance, successfully exceed the KPIS thresholds established by TELCO's general direction and
IT management.
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