Citas bibligráficas
Sánchez, R., (2024). Modelo de gestión del conocimiento para el proceso de incidencias en el área de soporte técnico de la UPAO, año 2023 [Tesis, Universidad Privada Antenor Orrego]. https://hdl.handle.net/20.500.12759/44911
Sánchez, R., Modelo de gestión del conocimiento para el proceso de incidencias en el área de soporte técnico de la UPAO, año 2023 [Tesis]. PE: Universidad Privada Antenor Orrego; 2024. https://hdl.handle.net/20.500.12759/44911
@mastersthesis{renati/848221,
title = "Modelo de gestión del conocimiento para el proceso de incidencias en el área de soporte técnico de la UPAO, año 2023",
author = "Sánchez Vargas, Ronny Alexis",
publisher = "Universidad Privada Antenor Orrego",
year = "2024"
}
Efficiency in the management of technological incidents in educational institutions is crucial to maintain the continuity and quality of the services they offer. In this context, the Universidad Privada Antenor Orrego (UPAO) faces the challenge of optimizing technical support, which is essential for the operation of its computer and academic systems. This study focuses on the design and implementation of a knowledge management model adapted to the technical support area, with the objective of improving incident resolution and accumulating systematic and structured knowledge that can be effectively reused. The research is based on the adaptation of existing knowledge management models, particularly the De Freitas and Yáber model, to create a robust system that not only resolves incidents efficiently, but also transforms these experiences into organizational learning. The results show that the implementation of the knowledge management model is significantly (p<0.05) related to incident resolution, according to Pearson and Spearman correlation tests. Furthermore, the proposed design approach optimizes the ability of the technical staff to manage and apply the acquired knowledge in future problem solving
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