Management Support Systems Model for Incident Resolution in FinTech based on Business Intelligence

María Zúñiga, Walter Fuertes, Hugo Flores, Theofilos Toulkeridis, Theofilos Toulkeridis

2021

Abstract

Financial technology corporations (FinTech) specialize in the electronic processing of business transactions and compensation of charges and payments. Such operations have a technological platform that connects multiple financial institutions with companies of the public and private sector. In its constant concern for the provision of efficient services, the company created a unit to guarantee the quality and availability of 24x7x365 of its services by granting their clients confidence regarding online-financial environments through high-security timely security standards management of incidents. However, poor management of incident resolution was detected as there are is a lack of tools to monitor transactional behavior or identify anomalies. Consequently, resolution time has been delayed and, therefore, continuity and regular operation of services. In this sense, economic losses are frequent, yet the real loss results in its confidence and reputation. In response to this problematic issue, the current study proposes developing a support model of information management for the appropriate and timely resolution of incidents by analyzing historical information, which allows to detect of anomalies in transactional behavior and improve resolution time of events affecting financial services. The used methodology is ad-hoc and consists of various phases, such as identifying the present situation. Afterward, it builds the solution based on Ralph Kimball and Scrum methodologies and validates its result. With the implementation of the work, the business intelligence model improves incident management by providing indicators for the timely detection of anomalies in financial transactions.

Paper Citation

in Harvard Style

Zúñiga M., Fuertes W., Flores H. and Toulkeridis T. (2021). Management Support Systems Model for Incident Resolution in FinTech based on Business Intelligence. In Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-509-8, pages 240-247. DOI: 10.5220/0010456402400247

in Bibtex Style

@conference{iceis21,
author={María Zúñiga and Walter Fuertes and Hugo Flores and Theofilos Toulkeridis},
title={Management Support Systems Model for Incident Resolution in FinTech based on Business Intelligence},
booktitle={Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 1: ICEIS,},
year={2021},
pages={240-247},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010456402400247},
isbn={978-989-758-509-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - Management Support Systems Model for Incident Resolution in FinTech based on Business Intelligence
SN - 978-989-758-509-8
AU - Zúñiga M.
AU - Fuertes W.
AU - Flores H.
AU - Toulkeridis T.
PY - 2021
SP - 240
EP - 247
DO - 10.5220/0010456402400247