Citas bibligráficas
Noronha, A., Palacios, C. (2020). Implementación de la mesa de servicio aplicando ITIL 3.0 para mejorar la calidad del servicio de la oficina de informática del distrito fiscal de Loreto del Ministerio Público. Iquitos. 2018 [Universidad Nacional de la Amazonia Peruana]. https://hdl.handle.net/20.500.12737/7504
Noronha, A., Palacios, C. Implementación de la mesa de servicio aplicando ITIL 3.0 para mejorar la calidad del servicio de la oficina de informática del distrito fiscal de Loreto del Ministerio Público. Iquitos. 2018 []. PE: Universidad Nacional de la Amazonia Peruana; 2020. https://hdl.handle.net/20.500.12737/7504
@mastersthesis{renati/927925,
title = "Implementación de la mesa de servicio aplicando ITIL 3.0 para mejorar la calidad del servicio de la oficina de informática del distrito fiscal de Loreto del Ministerio Público. Iquitos. 2018",
author = "Palacios Chávez, César Augusto",
publisher = "Universidad Nacional de la Amazonia Peruana",
year = "2020"
}
In public entities, the employment and management of information and communication technologies require organization of personnel and resources to support requests for technical assistance from users, with great effect on the quality of the service offered to the public. Poor management of support services affects the processes and procedures, generating discomfort in the public and rejection by users. The intensive use of computer resources constantly generates requests for support in the presence of faults. It is necessary to have a system of control and attention of incidents that have indicators of management of adequate services for the administration that contribute real solutions to the problems, following norms and standards of quality. Bearing in mind the above, this paper proposes the implementation of a Service Desk with the use of ITIL and the GLPi web application (Gestionnaire Libre de Parc Informatique), in the Fiscal District of Loreto of the Public Prosecutor's Office, administering the attention of incidents and thereby improve the quality of the technical support service. It was possible to implement a service desk and demonstrate the improvement of service quality. Quality level measurements were made using the SERVPERF service questionnaire applied to a sample of 138 users. It was possible to demonstrate by means of the t-test of dependent samples that the implementation of the service desk following ITIL V3.0 allowed to achieve improvements in the perceived quality of the service in the users (34.3%), achieving in both cases to pass a level of judgment ACCEPTABLE to a GOOD level of judgment.
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