Agentes de inteligencia artificial en la gestión de incidentes de ITSM: una revisión sistemática de su impacto y rendimiento
Palabras clave:
ITSM, gestión de incidentes, inteligencia artificial, agentes inteligentes, AIOpsResumen
La gestión de incidentes en la Gestión de Servicios de Tecnologías de la Información (ITSM) enfrenta crecientes desafíos debido al incremento del volumen y la complejidad de las infraestructuras tecnológicas. El objetivo de esta revisión sistemática fue analizar el impacto y el rendimiento de los agentes de inteligencia artificial (IA) aplicados a la gestión de incidentes en ITSM. Se siguió la metodología PRISMA y se analizaron 15 estudios publicados entre 2021 y 2026. Los resultados evidencian que los chatbots resolvieron hasta el 57 % de las consultas en uno o dos turnos de interacción, redujeron el tiempo de resolución en un 74,17 % y alcanzaron una precisión del 82,5 % en la clasificación de intenciones. Asimismo, los agentes de monitoreo predictivo superaron a los expertos humanos en la detección temprana de incidentes, mientras que los modelos de lenguaje de gran escala mejoraron el análisis de información no estructurada y el diagnóstico asistido. No obstante, persisten desafíos relacionados con la ausencia de métricas estandarizadas, la evaluación del impacto económico y de la satisfacción del usuario, así como la limitada integración de agentes de IA en los procesos ITIL. Se concluye que los agentes de IA mejoran la eficiencia operativa y constituyen una tecnología prometedora para fortalecer la gestión de incidentes en ITSM.
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Derechos de autor 2026 Ronaldo Carlos Robles Romero, Eduardo Joel Romero Vasquez, Alberto Carlos Mendoza de los Santos
Esta obra está bajo una licencia internacional Creative Commons Atribución 4.0.
