Bibliographic citations
Flores, J., (2023). Desarrollo de un modelo de gestión de incidencias para el departamento de Soporte TI y Redes basado en ITIL V4 para la empresa Red Animation Studios [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/667936
Flores, J., Desarrollo de un modelo de gestión de incidencias para el departamento de Soporte TI y Redes basado en ITIL V4 para la empresa Red Animation Studios [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/667936
@misc{renati/405256,
title = "Desarrollo de un modelo de gestión de incidencias para el departamento de Soporte TI y Redes basado en ITIL V4 para la empresa Red Animation Studios",
author = "Flores Carrillo, Jorge Andre",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
At present, in the IT and networks support department they do not have adequate management of Incident Management, on several occasions, the personnel in charge of incidents do not know or are clear about the processes and times that must be followed for the care management. On several occasions the service offered by the IT and networks support area does not meet the expectations of the various areas, it is not wave to investigate and find out the causes of incidents and solve unresolved incidents. All of this causes the area to have a bad image, affecting the entire organization. For these reasons, and the needs of the IT support area and networks of the Red Animation company, this thesis begins, with which it is expected to have clarity in the processes of incident management and the attention of various problems. In order to analyze the processes, the thesis will be based on best practices applying the ITIL framework.
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