Bibliographic citations
Orellana, I., Ortiz, E. (2022). Implementación de la gestión de servicios de TI basados en ITIL v3 para la mejora de la gestión de incidencias en la empresa SOLGAS, 2021 [Universidad Tecnológica del Perú]. https://hdl.handle.net/20.500.12867/5429
Orellana, I., Ortiz, E. Implementación de la gestión de servicios de TI basados en ITIL v3 para la mejora de la gestión de incidencias en la empresa SOLGAS, 2021 []. PE: Universidad Tecnológica del Perú; 2022. https://hdl.handle.net/20.500.12867/5429
@misc{sunedu/3159855,
title = "Implementación de la gestión de servicios de TI basados en ITIL v3 para la mejora de la gestión de incidencias en la empresa SOLGAS, 2021",
author = "Ortiz Munayco, Erika Vanessa",
publisher = "Universidad Tecnológica del Perú",
year = "2022"
}
The current investigation shows the reality of the Solgas company, which belongs to the hydrocarbons sector and its responsible for the distribution of GLP around the country.The main problem this company drags within the IT area is the poor way in which the incidents are managed in the technical support service. From this,it is evident that there is no time limits for response, solution and attention are not established leaving a high volume of incidents without attention for long periods of time, in addition, rework is observed in the technical service, which leads to incurring unnecessary expenses for the displacement of the technical support personnel in Lima as in others departments. Therefore, it generates little satisfaction for the user, impacting the quality of the service provided.Finally, after implementing service management in the IT area, which is based on good practice of ITIL V3, significantly improves incident management in the company, thus giving the approval of hypotheses, as well as improvement in incident management, having the internal users more confidence when reporting assistance and evidencing cost reduction in the support area.
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