Citas bibligráficas
Noriega, I., (2023). Modelo de Gestión de incidencias y Calidad de Servicios TI en la Unidad de Gestión Educativa Local el Dorado, 2022 [Universidad Nacional de San Martín. Fondo Editorial]. http://hdl.handle.net/11458/5245
Noriega, I., Modelo de Gestión de incidencias y Calidad de Servicios TI en la Unidad de Gestión Educativa Local el Dorado, 2022 []. PE: Universidad Nacional de San Martín. Fondo Editorial; 2023. http://hdl.handle.net/11458/5245
@mastersthesis{renati/1054968,
title = "Modelo de Gestión de incidencias y Calidad de Servicios TI en la Unidad de Gestión Educativa Local el Dorado, 2022",
author = "Noriega Muñoz, Isai",
publisher = "Universidad Nacional de San Martín. Fondo Editorial",
year = "2023"
}
Incident Management and IT Service Quality Model at the El Dorado Local Educational Management Unit, 2022 The research addressed as a general objective to determine the impact of the incident management model on the quality of IT services in the El Dorado Local Educational Management Unit, 2022. It was governed under the type applied with a pre-experimental methodological design. The sample made up of 68 collaborators. For data collection, instruments such as the questionnaire and the file were chosen. In the results found, it was found that the quality of IT services, before the implementation of the incident management model, was low at 70.59% and average at 29.41%, later a standardization and redesign of the management process was carried out. of incidents considering the ITIL V3 framework, where the incident management model implemented, generated that the quality of IT is 22.06% as medium and 77.94% as high. Finally, the study concluded that the incident management model had a significant impact on the quality of IT services in the El Dorado Local Educational Management Unit, 2022; reflecting efficiency in the reliability, response capacity, security and availability of IT services; accepting the alternative hypothesis of the study (Hi).
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