Continuity Plan for a Gamified System which Enhance Customer Service Advisor Training in Peru using ITIL 4

In the Peruvian financial sector, the quality of customer service and the training of advisors are essential. If a gamified system is used, it can face failures or disasters that affect its availability, and recent studies indicate a lack of understanding and integration of continuity plans. This study proposes a model to implement a continuity plan for a gamified training system for advisors, utilizing ITIL V4 practices. It implemented the best practices of ITIL 4: (1) incident management, (2) problem management, (3) change management, (4) service level management, (5) security management, and (6) availability management. In (1) incidents are resolved quickly and effectively; in (2) the cause of the incident is investigated and the impact of the problem is mitigated; in (3) changes with the greatest benefit and least risk are maximized; in (4) service contracts establish minimum availability levels; in (5) company activities are monitored to protect the most important data; in (6) the maximum availability of the system is ensured. Additionally, a record and management system was implemented, and incidents were prioritized based on their urgency and impact. The results indicated that, after a comparative evaluation, Jira stands out for its intelligent analysis capabilities and automated incident comparison. Furthermore, the implementation of this continuity plan improves operational resilience and customer confidence, ensuring the quality and availability of the service in a market highly dependent on reliable information systems.