Publicación: Diseñar una de mesa de ayuda para atender a los clientes internos y externos, en Kompreo Colombia sas, basado en la metodología itil v3 e iso/iec 20000:2011, Bogotá
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Currently providing quality services at optimal times for internal and external customers is of great importance to organizations. The use of a help desk or help desk facilitates the management and compliance of these processes, reducing attention times and risks. KOMPREO COLOMBIA SAS, being a provider of sales services, leasing of equipment and support in IT services, needs a system that guarantees and optimizes the provision of these services to its clients with the aim of identifying, managing and following up cases. preventing future incidents that, in the event that they occur, have a quick action response through the documentation that is carried. This document shows the importance of having a support help desk in KOMPREO COLOMBIA SAS and in any organization to optimize and guarantee the delivery of services and with an excellent quality, through the framework of ITIL with its 5 phases, Focused on the strategy and design of the service together with its processes and complying with the requirements of the ISO 20000-1 standard, it proposes for these.