Bibliographic citations
Jiménez, L., (2021). Implementación de buenas prácticas basado en ITIL para mejorar el proceso de gestión de incidencias en la Unidad de Tecnologías de la Información de la UNDC [Universidad Nacional de Cañete]. https://hdl.handle.net/20.500.14559/14
Jiménez, L., Implementación de buenas prácticas basado en ITIL para mejorar el proceso de gestión de incidencias en la Unidad de Tecnologías de la Información de la UNDC []. PE: Universidad Nacional de Cañete; 2021. https://hdl.handle.net/20.500.14559/14
@misc{renati/493599,
title = "Implementación de buenas prácticas basado en ITIL para mejorar el proceso de gestión de incidencias en la Unidad de Tecnologías de la Información de la UNDC",
author = "Jiménez Huamán, Leydi Yanina",
publisher = "Universidad Nacional de Cañete",
year = "2021"
}
Nowadays, some companies in the Systems Area do not have an adequate Incident Management of the Information Systems in their environments, that is why, many times the Technical Support Staff that attends these events, does not have defined the Escalation process or the Attention Times in which they must be attended according to the priority of the same one. Many times the IT service is recovered, but the root causes of the problems are not investigated and discovered, or worse, incidents are not actually resolved. All this has repercussions on the image and capacity of IT personnel, as well as on business continuity. That is why, taking into account this need, the following thesis project is presented, which had as general objective "To determine how the implementation of Best Practices based on ITIL influences the Incident Management Process of the Information Technology Unit of the UNDC". For the analysis of the aforementioned process, this thesis will be based on the best practices recommended by the ITIL v3.0 reference framework. It should be noted that ITIL is a framework oriented to the administration of IT processes based on "Best Practices" and that it proposes management procedures designed to help achieve quality and efficiency in the IT operations of organizations. This Incident Management will help in the resolution and prevention of incidents that affect the normal execution of an IT service in the organization. It also includes the investigation of the incidents that occur and the assurance that the failures are corrected. In addition, the implementation of software was carried out to help Incident Management, from its registration to its solution, establishing a single point of contact between internal and external users of the organization, where users can communicate when they have any inconvenience with respect to IT. The objective is to obtain a knowledge base that helps to solve incidents in a more efficient way. This thesis analyzes the current problems of the Information Technology area of the National University of Cañete, showing a solution aligned to the strategic guidelines of the business. Likewise, the results of the implemented processes are shown in order to draw conclusions and propose future improvements. The UTI area (Information Technology Unit) seeks to improve the quality of the user support service. This quality is based on three aspects: number of registered incidents, time of the user support process and user satisfaction with the service provided. This thesis project belongs to the quasi-experimental, applied and explanatory type of research.
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