Aplicación de un enfoque integral para el desarrollo de software basado en rup: sistema de gestión de incidentes y administración de servicios

Abstract

The growth in software consumption, driven by digital transformation and competition, has increased the demand for customized solutions. However, software development companies face challenges in service management and support, such as poor communication and the lack of reliable channels for information exchange. This thesis proposes a comprehensive approach based on the Rational Unified Process (RUP) to create an Incident Management and Service Administration System, using Vimasistem.ltda, an Ecuadorian company providing technology services for the financial and commercial sectors, as a case study. The methodology was incremental and based on RUP, covering the phases of inception, elaboration, construction, and transition. An exhaustive analysis of the business model and workflows of Vimasistem.ltda was conducted to identify system requirements, which enabled the design of a detailed logical architecture. The developed system improved change management in software products and facilitated the administration of clients, personnel, and products. Empirical validation of usability and user experience, using the SUS and UEQ questionnaires, showed that the application addresses the shortcomings of current solutions and enhances operational efficiency and customer satisfaction. In conclusion, the thesis demonstrates the feasibility of developing an effective and adaptable solution for incident and service management in software development companies, contributing to their success and growth in the competitive current market.