Modelo de gestión de problemas basado en ITIL V3 en los laboratorios del departamento de computación pabellón 16 UNAN MANAGUA, durante el I semestre 2025

The objective of this research is to develop a problem management model based on ITIL V3 in the computer science department laboratories of Pavilion 16 at UNAN Managua. It should be noted that the sample selected was a non probabilistic convenience sample of 20 people, including faculty and students, who actively participated in each of the model's processes during the analyzed period.Regarding the methodological design, the research is based on the positivist paradigm. According to Ballina (2004), “the positivist paradigm, also called the quantitative, empirical-analytical-rationalist paradigm, is the dominant paradigm. It is characterized by a strong interest in verifying knowledge through predictions” (p. 3). Under this approach, the study was developed as an observational, cross sectional, and descriptive investigation, since the information was collected through operational records, incident analysis, monitoring of laboratory metrics, and direct observation of service processes. This allowed for reflection on the relationship between the best practices proposed by ITIL V3 and the actual situation of the technological academic service provided to students and faculty.The results show that, during the semester, 32% of the recorded problems were associated with infrastructure failures (hardware and network), while 27% corresponded to software errors and configurations. Furthermore, it was identified that the application of the ITIL V3 model improved incident traceability and strengthened staff's ability to distinguish between incidents and problems, facilitating more effective interventions. Participants agreed that improvements are still needed in technical documentation, trend analysis, and proactive monitoring tools.In conclusion, the implementation of the problem management model significantly contributed to strengthening operational management, reducing recurrences, and improving the technical skills of the staff, promoting a more stable service environment for the student community.