{"id":21202,"date":"2026-07-07T16:26:54","date_gmt":"2026-07-07T14:26:54","guid":{"rendered":"https:\/\/www.pkf-attest.es\/tecnologia\/?post_type=novedades-itc&#038;p=21202"},"modified":"2026-07-09T09:45:28","modified_gmt":"2026-07-09T07:45:28","slug":"caso-de-exito-salesforce-itsm-comexi","status":"publish","type":"novedades-itc","link":"https:\/\/www.pkf-attest.es\/tecnologia\/novedades-itc\/caso-de-exito-salesforce-itsm-comexi\/","title":{"rendered":"Caso de \u00e9xito Salesforce ITSM: c\u00f3mo Comexi ha transformado su modelo de soporte TI"},"content":{"rendered":"\n<div class=\"wp-block-genesis-blocks-gb-columns gb-layout-columns-1 one-column\"><div class=\"gb-layout-column-wrap gb-block-layout-column-gap-2 gb-is-responsive-column\">\n<div class=\"wp-block-genesis-blocks-gb-column gb-block-layout-column\"><div class=\"gb-block-layout-column-inner\">\n<div class=\"wp-block-genesis-blocks-gb-columns gb-layout-columns-1 one-column\"><div class=\"gb-layout-column-wrap gb-block-layout-column-gap-2 gb-is-responsive-column\"><\/div><\/div>\n\n\n\n<div class=\"wp-block-genesis-blocks-gb-columns gb-layout-columns-1 one-column gb-columns-center\"><div class=\"gb-layout-column-wrap gb-block-layout-column-gap-2 gb-is-responsive-column\" style=\"max-width:1200px\"><\/div><\/div>\n\n\n\n<h3 id=\"h-este-caso-de-exito-salesforce-itsm-muestra-como-comexi-ha-transformado-su-modelo-de-soporte-ti-para-automatizar-procesos-mejorar-la-visibilidad-del-servicio-y-escalar-su-operativa-sin-perder-eficiencia\" class=\"wp-block-heading has-text-color has-link-color wp-elements-fcea7e48b9a191abdcb992c422705af4\" style=\"color:#099bbf\">Este caso de \u00e9xito Salesforce ITSM muestra c\u00f3mo Comexi ha transformado su modelo de soporte TI para automatizar procesos, mejorar la visibilidad del servicio y escalar su operativa sin perder eficiencia.<\/h3>\n\n\n\n<h2 id=\"h-cuando-el-soporte-ti-empieza-a-fallar\" class=\"wp-block-heading has-text-color has-link-color wp-elements-8d445354b78247ece7259583a84e0d44\" style=\"color:#0f3780\"><strong>Cuando el soporte TI empieza a fallar<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">En muchos departamentos de TI, el problema no es la herramienta, sino el modelo. Incidencias que llegan por distintos canales, tareas manuales para clasificar y asignar e informaci\u00f3n desconectada. Como consecuencia, la falta de control acaba afectando a la eficiencia del servicio.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Este era el contexto en el que se encontraba Comexi antes de iniciar la transformaci\u00f3n de su modelo de soporte.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 id=\"h-el-reto-escalar-sin-perder-eficiencia\" class=\"wp-block-heading has-text-color has-link-color wp-elements-be1815bcbd50e93b31dbc8bc66a74a07\" style=\"color:#0f3780\"><strong>El reto: escalar sin perder eficiencia<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A medida que ha crecido la complejidad del entorno TI, el modelo ha empezado a mostrar sus l\u00edmites:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-text-color has-link-color wp-elements-a8e34f61dde76f46ff492ee551b50187\" style=\"color:#000000\">Procesos manuales en la gesti\u00f3n de incidencias.<\/li>\n\n\n\n<li class=\"has-text-color has-link-color wp-elements-b7426433050866e1260a88273ceca219\" style=\"color:#000000\">Dificultad para priorizar correctamente.<\/li>\n\n\n\n<li class=\"has-text-color has-link-color wp-elements-9241f0969c936c34737d5aea7416f954\" style=\"color:#000000\">Falta de visibilidad sobre el servicio.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">No se trata solo de cambiar de herramienta. Es necesario replantear c\u00f3mo se gestiona el soporte.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 id=\"h-el-cambio-un-caso-de-exito-salesforce-itsm-basado-en-automatizacion\" class=\"wp-block-heading has-text-color has-link-color wp-elements-f963a89da8904c40ec86809ace2df9c0\" style=\"color:#0f3780\"><strong>El cambio: un caso de \u00e9xito Salesforce ITSM basado en automatizaci\u00f3n<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Comexi ha abordado la implantaci\u00f3n de <a href=\"https:\/\/www.pkf-attest.es\/tecnologia\/crm\/salesforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce<\/a> ITSM con un enfoque claro:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-text-color has-link-color wp-elements-bf72ee6b9570db7e518e7e0de45e9958\" style=\"color:#000000\">Migrar el hist\u00f3rico sin perder informaci\u00f3n.<\/li>\n\n\n\n<li class=\"has-text-color has-link-color wp-elements-f2dce28f3468a80aecbcbeea9282051d\" style=\"color:#000000\">Automatizar la gesti\u00f3n de incidencias desde el primer contacto.<\/li>\n\n\n\n<li class=\"has-text-color has-link-color wp-elements-15e84ffbedf5862435beb5ff8607787e\" style=\"color:#000000\">Centralizar la operativa en una \u00fanica plataforma.<\/li>\n\n\n\n<li class=\"has-text-color has-link-color wp-elements-8607e6bcc9b361c6aa0ae835947c2b2f\" style=\"color:#000000\">Ganar visibilidad para tomar decisiones.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">El objetivo no ha sido solo mejorar el sistema, sino cambiar el modelo. De este modo, el soporte puede evolucionar hacia una operativa m\u00e1s eficiente y escalable.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 id=\"h-que-encontraras-en-el-ebook\" class=\"wp-block-heading has-text-color has-link-color wp-elements-d635b4f5dae847a567a357ae999bd882\" style=\"color:#0f3780\"><strong>\u00bfQu\u00e9 encontrar\u00e1s en el ebook?<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-text-color has-link-color wp-elements-402ea6e0a0f022453c0158c25b660439\" style=\"color:#000000\">C\u00f3mo se ha realizado la migraci\u00f3n del sistema sin perder el hist\u00f3rico.<\/li>\n\n\n\n<li class=\"has-text-color has-link-color wp-elements-5cbe38207a1de563d36a2318e75b01bb\" style=\"color:#000000\">C\u00f3mo se automatiza la clasificaci\u00f3n y asignaci\u00f3n de incidencias.<\/li>\n\n\n\n<li class=\"has-text-color has-link-color wp-elements-8cb290892a03966aacf7f1516db3c9ce\" style=\"color:#000000\">C\u00f3mo se integran los activos dentro del modelo de soporte.<\/li>\n\n\n\n<li class=\"has-text-color has-link-color wp-elements-765fb3d77e603a7226934778bae18f99\" style=\"color:#000000\">Qu\u00e9 arquitectura y enfoque se han utilizado.<\/li>\n\n\n\n<li class=\"has-text-color has-link-color wp-elements-58f6eda4a26f3a1f6ce9bf92e8755d3c\" style=\"color:#000000\">Qu\u00e9 aprendizajes pueden aplicar otras organizaciones.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-genesis-blocks-gb-columns gb-layout-columns-2 gb-2-col-wideleft gb-has-custom-background-color\" style=\"padding:20px;background-color:#e8e8e8\"><div class=\"gb-layout-column-wrap gb-block-layout-column-gap-2 gb-is-responsive-column\">\n<div class=\"wp-block-genesis-blocks-gb-column gb-block-layout-column\"><div class=\"gb-block-layout-column-inner\">\n<h3 id=\"h-descarga-el-caso-de-exito-y-conoce-el-proyecto-de-implantacion-paso-a-paso\" class=\"wp-block-heading has-text-color has-link-color wp-elements-046143857e0919a448fd7d54f2c54764\" style=\"color:#0f3780\"><strong>Descarga el caso de \u00e9xito y conoce el proyecto de implantaci\u00f3n paso a paso.<\/strong><\/h3>\n\n\n<script>\nvar gform;gform||(document.addEventListener(\"gform_main_scripts_loaded\",function(){gform.scriptsLoaded=!0}),document.addEventListener(\"gform\/theme\/scripts_loaded\",function(){gform.themeScriptsLoaded=!0}),window.addEventListener(\"DOMContentLoaded\",function(){gform.domLoaded=!0}),gform={domLoaded:!1,scriptsLoaded:!1,themeScriptsLoaded:!1,isFormEditor:()=>\"function\"==typeof InitializeEditor,callIfLoaded:function(o){return!(!gform.domLoaded||!gform.scriptsLoaded||!gform.themeScriptsLoaded&&!gform.isFormEditor()||(gform.isFormEditor()&&console.warn(\"The use of gform.initializeOnLoaded() is deprecated in the form editor context and will be removed in 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