Publicación:

Formulación de propuesta Mesa de Ayuda basados en el marco Itil y Norma ISO:20000 para la optimización del servicio de estudiantes y profesores en el Colegio Nuevo Gimnasio NGC

Resumen

We know that today, computer equipment in educational institutions are fundamental in the development of daily tasks due to the progress of the ICT. That is why this document focuses on explaining the importance of designing and implement a help desk which provides a point of contact between technical support and organization to provide optimal solutions, timely both in the technological infrastructure such as the supervision of computer equipment having as a priority, guarantee a continuous service of the tool work and manage support in an appropriate way applying good practices of ITIL that facilitates the management of the operation. Additionally, policies such as the Management System of the Information Security ISO 27001 and the ISO 20000 standard that proposes the continuous improvement in the quality of services provided, reduce response times securing user information. Finally, the handling of the platform, rules and operation of the table help can be validated in the frame of reference, and will complement the system by implement.