Propuesta de una mesa de ayuda basada en ITIL para mejorar la gestión de incidencias en la empresa STEPerú SAC
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Date
2024-02
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Universidad Nacional de Trujillo
Abstract
El trabajo de suficiencia profesional titulado "Propuesta de una Mesa de Ayuda basada en ITIL para mejorar la gestión de incidencias en la empresa STEPerú SAC." se enfoca en proponer las mejores prácticas de ITIL.
La Mesa de Ayuda, desempeña un papel crucial para proporcionar soluciones rápidas y eficaces para los incidentes que puedan interrumpir los servicios. Esto asegura la continuidad de los servicios y garantiza la satisfacción de los usuarios. Cabe recalcar que la mesa de ayuda es el punto de contacto centralizado entre los usuarios y el equipo de soporte técnico de una organización. Su función es recibir y gestionar las solicitudes, preguntas o incidentes reportados por los usuarios, brindando asistencia y facilitando la resolución de problemas.
Este trabajo presenta la propuesta de una mesa de ayuda basada en ITIL para la empresa STEPerú, en donde, en primer lugar, se determina el problema, se plantean los objetivos y su justificación, se da a conocer la base teórica que sustenta el trabajo presentado, en segundo lugar, se presenta el proceso en sí de mesa de ayuda, detallando las practicas a usar, así como definir roles, propietarios y la asignación a través de matriz RACI, flujograma de los procesos, etc. Y finalmente se presenta la sugerencia para la formación de ingenieros de la Universidad Nacional de Trujillo.
The professional proficiency work titled "Proposal of a help desk based on ITIL to enhance incident management at the company STEPerú SAC." focuses on proposing the best ITIL practices. The Help Desk plays a crucial role in providing quick and effective solutions to incidents that may disrupt services. This ensures the continuity of services and guarantees user satisfaction. It should be noted that the help desk is the centralized point of contact between users and an organization's technical support team. Its function is to receive and manage requests, questions or incidents reported by users, providing assistance and facilitating problem resolution. This work presents the proposal of a help desk based on ITIL for the company STEPerú, where, first of all, the problem is determined, the objectives and their justification are stated, and the theoretical basis that supports the work is made known. presented, secondly the help desk process itself is presented, detailing the practices to be used, as well as defining roles, owners and assignment through the RACI matrix, process flowchart, etc. And finally, the suggestion is presented for the training of engineers at the National University of Trujillo.
The professional proficiency work titled "Proposal of a help desk based on ITIL to enhance incident management at the company STEPerú SAC." focuses on proposing the best ITIL practices. The Help Desk plays a crucial role in providing quick and effective solutions to incidents that may disrupt services. This ensures the continuity of services and guarantees user satisfaction. It should be noted that the help desk is the centralized point of contact between users and an organization's technical support team. Its function is to receive and manage requests, questions or incidents reported by users, providing assistance and facilitating problem resolution. This work presents the proposal of a help desk based on ITIL for the company STEPerú, where, first of all, the problem is determined, the objectives and their justification are stated, and the theoretical basis that supports the work is made known. presented, secondly the help desk process itself is presented, detailing the practices to be used, as well as defining roles, owners and assignment through the RACI matrix, process flowchart, etc. And finally, the suggestion is presented for the training of engineers at the National University of Trujillo.
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TECHNOLOGY::Information technology::Systems engineering