Bibliographic citations
Merino, E., Pradel, C. (2018). Gestión de la capacidad y disponibilidad de los servicios TI para la empresa IT expert basado en ITIL v.3 [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/625635
Merino, E., Pradel, C. Gestión de la capacidad y disponibilidad de los servicios TI para la empresa IT expert basado en ITIL v.3 [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2018. http://hdl.handle.net/10757/625635
@misc{sunedu/3003874,
title = "Gestión de la capacidad y disponibilidad de los servicios TI para la empresa IT expert basado en ITIL v.3",
author = "Pradel Huamán, César Gonzalo",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2018"
}
All companies strive to achieve their objectives, composed of several integrated areas that work together for a common purpose. To achieve this, the processes that take place in the organization must be controlled, measured and evaluated. The same applies to IT Service Management, it is necessary to be able to carry out controls in order to guarantee optimal functions, diverse solutions and agile processes, which allows searching for the quality of the delivered product and customer satisfaction. This document presents as a case study a reference model for Capacity and Availability Management implemented in the company IT EXPERT, one of the 5 virtual companies in the Systems and Software engineering area of the Peruvian University of Applied Sciences, the which is responsible for providing IT services such as deployment of projects and / or applications, server maintenance, computer equipment management, among others, these are provided to other companies such as Software Factory, SSIA, Innova IT and IT Pyme. An important point to achieve customer needs in the delivery of IT services, is to ensure the availability of them. To achieve this objective, plans were generated that allow services to be used when they are required within the established contracts. As well as a continuous monitoring model of the IT infrastructure and its capacity to provide services was established. A Plan of availability and consolidated capacity was established that allows to have a general control over the resources and IT services of the organization. In this way, agile decisions can be made to improve the quality of the product delivered to the customer. Also, a monitoring and reporting model of performance and capacity needed for each component and / or service offered by IT Expert will be established. In addition, this solution was made based on the ITIL methodology, which is based on good practices. This contributed to the fulfillment of all the objectives that IT Expert has set to improve the delivery of IT services.
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