Bibliographic citations
Pacherres, M., (2012). Proyecto de mejora en productividad del servicio de soporte informático basado en las buenas prácticas de ITIL y mayor cobertura de incidencias atendidas al cliente interno en una entidad financiera de la ciudad de Trujillo [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/10338
Pacherres, M., Proyecto de mejora en productividad del servicio de soporte informático basado en las buenas prácticas de ITIL y mayor cobertura de incidencias atendidas al cliente interno en una entidad financiera de la ciudad de Trujillo [Tesis]. PE: Universidad Privada del Norte; 2012. https://hdl.handle.net/11537/10338
@misc{sunedu/3028001,
title = "Proyecto de mejora en productividad del servicio de soporte informático basado en las buenas prácticas de ITIL y mayor cobertura de incidencias atendidas al cliente interno en una entidad financiera de la ciudad de Trujillo",
author = "Pacherres Chiroque, Mario Martín",
publisher = "Universidad Privada del Norte",
year = "2012"
}
ABSTRACT Each day, it is becoming increasingly important in modern enterprises to consider the Service areas as a priority for the generation of good customers. This is evident, both, in our local context, national and international level where the most innovative and successful companies are customer service oriented, as a strategic business priority to generate profitability and loyalty. The aim of this study was to make a proposal for improving the internal service level, taking into account the corporate culture of a financial institution in the city of Trujillo. We performed the design of a Centralized Service Desk based best practices in ITIL V3 processes Incident Management and Problem Management, as a single point of contact with the organization's internal users, achieving significant progress in generating the delivery of their services, the incidents were identified and documented to be used in the future so they will have an immediate solution, the goal is to improve service productivity in the financial institution of the city of Trujillo, by improving the level of internal customer satisfaction; it should be noted that all the strategies that wish to be developed should be framed in accordance with current norms and legal regulations, so that transparency in each of his procedures will be the foot prints of delivering quality service. Also a study has been conducted to implement of a Help Desk System applying ITIL fundamentals, that will allow to receive, register, diagnose and resolve customer requests for assistance from domestic customers, at the same time it will be able to track, control and close unresolved incidents and they will be sent to specialists, keeping the user informed.
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