Identification of Patterns for Technological Incident Management in a Telecommunications Company, Period 2021–2024

Abstract

Technological incidents represent a critical challenge for telecommunications companies due to their direct impact on service availability, customer satisfaction, and operational continuity. This study analyzes frequent patterns of technological incidents reported by a telecommunications company in Ecuador during the peri-od 2021–2024, with the aim of supporting incident management through a data-driven approach aligned with ITIL v4. A total of 36,878 historical incident rec-ords were analyzed using data science techniques, including exploratory data analysis, normalization, value imputation, and correlation analysis. Subsequently, unsupervised data mining algorithms (Apriori, FP-Growth, and ECLAT) were applied to identify recurrent incident patterns. The results reveal significant con-centrations of incidents associated with service degradation and failures in cus-tomer-end equipment, with higher incidence in specific geographic areas. Based on these patterns, an incident management reference framework composed of eight components is proposed, adapted to the operational needs of the company and aligned with ITIL v4 practices. The proposed framework facilitates incident prioritization and decision-making in IT service management, contributing to con-tinuous improvement supported by empirical evidence.