Publicación:

Formulación de acciones de mejora para el registro, seguimiento y evaluación de incidencias de equipos ti para la empresa tasa world wide s.a basado en la aplicación de la metodología itil y scrum en la ciudad de Bogotá.

Resumen

The processes of technology management have demonstrated in recent times its great importance within the organization and aims to efficiently manage all present I.T. resources allowing to develop strategies that go hand in hand with the main intentions of the business, in many cases focused on services, providing a focus on the work for the end customer. Organization, incident management and more components of the technology services management system. The aim is to apply a methodology for resolving incidents related to both physical and software I.T. components. Allowing to manage a catalog of services in order to give priority to each of them and establish service level agreements for internal customers. This would obtain greater control over the recording of incidents by monitoring them by applying best practices required by the management system. Applying the above, it is possible to monitor trends and performance against the objectives designed by the company. It is possible to identify the causes of recurrent problems and/or incidents in order to offer suitable solutions, keeping a complete history of the cases reported by the different users or by the area covered by the company. These are the key KPIs of the implementation.