Rediseño del proceso del servicio DRaaS que ofrece una empresa de telecomunicaciones usando metodología BPMN

Abstract

CONDITION FOR PUBLICATION OF PROJECT. This research focuses on redesigning the process of the Disaster Recovery as a Service (DRaaS) offered by a telecommunications company with nationwide coverage and a high-level technical infrastructure, including a Tier IV certified Data Center and compliance with ISO 27001 and ISO 9001 standards. The company, which employs over 5,000 professionals, manages a fiber-optic network that spans across Ecuador and operates a submarine cable that enables high-speed regional interconnection. Despite its technical capabilities, a persistent bottleneck has been identified in the implementation of the DRaaS service, caused by a lack of clarity in its operational process. Various departments routinely request meetings to understand how to execute the service, revealing the absence of a formalized and documented structure to guide standardized actions ultimately affecting the operational optimization of the service. As a process improvement initiative, a redesign of the DRaaS workflow was proposed using the Business Process Model and Notation (BPMN), incorporating process mapping practices to identify existing flows, highlight critical points, and define an optimized model. This approach not only eliminated the identified bottleneck but also enhanced operational efficiency, facilitated future audits, and strengthened internal knowledge management. The proposal contributed to the resilience and reliability of the DRaaS service in an environment where technological continuity is increasingly critical. Keywords: Process Mapping, BPMN Notation, DRaaS, Operational Optimization