Bibliographic citations
Canchis, M., (2016). Implementación de una mesa de servicio para La reducción de costos por servicios Outsourcing en una empresa con mas de 500 Empleados basado en normas ITIL [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/10850
Canchis, M., Implementación de una mesa de servicio para La reducción de costos por servicios Outsourcing en una empresa con mas de 500 Empleados basado en normas ITIL [Tesis]. PE: Universidad Privada del Norte; 2016. https://hdl.handle.net/11537/10850
@misc{sunedu/3017719,
title = "Implementación de una mesa de servicio para La reducción de costos por servicios Outsourcing en una empresa con mas de 500 Empleados basado en normas ITIL",
author = "Canchis Aguirre, Mario Belgrano",
publisher = "Universidad Privada del Norte",
year = "2016"
}
ABSTRACT In the present, companies are looking for information solutions that permit their best performance in the global market hence the use of information technologies directly involved in finding efficient methods to form part of the competitive strategy of the company and thus improve production efficiency in addition to the business services well as the decrease in response times to customer needs. IT (Information Technologies) is a set of business management tools that add value to the development of organizations; It is why it is now known that companies that are not adapted to new technologies simply would limit or inclusive would stop its growth, since the lack of adoption and / or integration of these tools leave them out of fair competition. Notwithstanding the above should keep in mind that IT must be properly applied with a suitable design that compose among others defined metrics to measure their implementation and the value that these give to the business. In this thesis an implementation of Service Desk based on ITIL v3 (Information Technology Infrastructure Library) recommendations shown also mentioned a brief presentation of the main features of individual standards, methodology and work schemes in the field of IT management. Special attention is given to improving quality of services to domestic users face, areas and bussines areas in addition to external users, all based on the needs identified by the matrix.
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