Publicación: Propuesta para el mejoramiento de la mesa de servicio de TI empleando las mejores prácticas en el modelo de ITIL V3 Y NTC ISO 20000-1:2012 en la empresa Proyecta S.A.S Bogotá.
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This document shows the proposal for improvement to the service desk currently managed by the company PROYECTA SAS Bogotá, which consists of implementing a new service desk software accompanied by the implementation of the processes of ITIL V3 and NTC ISO 20000-1:2012 For this, an internal audit was carried out previously under the ISO 20000 standard, in which it was possible to determine the existence of great weaknesses in the Department of Information Technology (IT). Given the above, it was sought to start training programs for IT personnel about the management of the good practices described in ITIL V3, whose objective is to improve the service provision with respect to the incidents, problems and requests referred to in the service desk. For such purposes, the main definitions, work strategies, relevant processes for the service desk are characterized; establishing phases with associated processes and an adequate methodology, according to the shortcomings observed by the internal audit; taking into account the graphs of the phases proposed in the results matrix. In the improvement proposal, an implementation idea was built in a "Service Strategy", optimizing some aspects, such as the respective work plan that covers the implementation of the ITIL V3 and NTC ISO 20000-1: 2012 model and the description of each one of the methods. Likewise, some recommendations based on the opportunities and improvements required at the service desk of the company Proyecta S.A.S. are also provided.