Bibliographic citations
Cieza, M., Paredes, S. (2024). Sistema de mesa de ayuda para la resolución de incidencias tecnológicas de los diferentes usuarios de una entidad pública [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/683612
Cieza, M., Paredes, S. Sistema de mesa de ayuda para la resolución de incidencias tecnológicas de los diferentes usuarios de una entidad pública [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/683612
@misc{renati/1806557,
title = "Sistema de mesa de ayuda para la resolución de incidencias tecnológicas de los diferentes usuarios de una entidad pública",
author = "Paredes Cordova, Segundo Hadson",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
The Peruvian State promotes the digital economy, digitization of services, fight against cybercrime, ensuring connectivity throughout Peru. Given the increase in digitization and technological use, in recent years there have been reports of various incidents, delays and deficiencies in the resolution of incidents reported by users in an important public entity of the Peruvian government. For this reason, the project focuses on the creation of a help desk system to efficiently manage and resolve technical support requests. The system was developed following the Scrum framework, and several software development technologies were used; the MVC (Model-View-Controller) software architecture was also applied as a best practice. The result is a robust and scalable system that increases the operational efficiency of public agencies, optimizes response times and provides full traceability of all technical support activities.
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