Bibliographic citations
Acosta, S., Huarcaya, P. (2023). Sistema de mesa de ayuda para optimizar la gestión de incidencias y requerimientos basado en ITIL v3 en una consultora peruana de tecnologías de la información [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/670253
Acosta, S., Huarcaya, P. Sistema de mesa de ayuda para optimizar la gestión de incidencias y requerimientos basado en ITIL v3 en una consultora peruana de tecnologías de la información [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/670253
@misc{renati/409673,
title = "Sistema de mesa de ayuda para optimizar la gestión de incidencias y requerimientos basado en ITIL v3 en una consultora peruana de tecnologías de la información",
author = "Huarcaya Chocce, Ponciano",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
Currently, the technical support area of the consulting firm does not have a help desk system; users communicate with the support team through multiple contact channels, which generates excessive waiting time in the attention of incidents and requests. In addition, each member of the support team keeps a record of incidents and requests in spreadsheets or other tools they deem appropriate. In order to better organize the management of incidents and requests, the company designated a single contact channel, which temporarily worked correctly, but as the number of users of each client maintained by the organization grew, it became less effective, causing communications to be dispersed through multiple contact channels, so that information was lost, making the processes slower and more prone to errors, generating dissatisfaction among users and a negative perception of the services provided. Observing this problem in the consulting company, the following work of professional sufficiency is presented, which proposes a solution through the development of a help desk system in order to reduce the time of attention of incidents and requests through the ITIL v3 framework to improve the satisfaction of internal and external customers. As a result, incident and requirement response time was reduced by 8hrs (33%) and 13hrs (41%) respectively.
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