Proposal of Alternative Solutions for the Digital Transformation and Structuring of an ITIL-Based Service Desk for the Company Adventure Pals, S.A.

Abstract

This article analyzes the current situation of the company Adventure Pals S.A. with the objective of developing two strategic proposals: the implementation of a service desk based on ITIL v4 best practices and a comprehensive digital transformation plan. An applied research methodology with a mixed approach (quantitative and qualitative) was employed, combining staff interviews, organizational analysis, evaluation of technological tools and budget, and a diagnostic of specific business needs. The methodology integrated qualitative techniques to identify structural gaps and quantitative methods to define priorities and assess current capabilities. The first proposal involves the creation of a dedicated IT department and the implementation of a service desk supported by tools such as Jira Service Management and Monday.com, incorporating the four ITIL dimensions, guiding principles, governance, service value chain, and key management practices. The second proposal promotes digital transformation through business model redesign, cultural redefinition, website development, and digital marketing strategies including influencer marketing. It is concluded that these proposals not only address the operational and technological needs of the company, but also provide a clear roadmap for evolution, enabling improved productivity, process optimization, enhanced customer experience, and a stronger competitive position in the digital landscape.