Comprehensive Incident Management Model to Improve Operational Continuity in Corporate Networks

Abstract

This paper proposes a comprehensive incident management model for an international courier express service company, aiming to reduce the impact on its network infrastructure. It is based on ISO 27035, ITIL V4, and CIS Controls. This model seeks to mitigate risks related to incident management in converged networks, thus ensuring business continuity. Through an initial diagnosis, including a descriptive and proactive study, recurring network problems were identified, leading to the implementation of a model that has proven effective in improving response times, increasing network availability, and reducing the number of repeated incidents. Statistical results support the model's effectiveness, showing a significant improvement in user satisfaction and company operations.