Bibliographic citations
Chapiama, G., Castro, R. (2023). Modelo de Mesa de Ayuda para automatizar la atención de requerimientos e incidentes aplicando ITIL v4.0 para un Organismo de Supervisión de Banca en el Perú [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/672098
Chapiama, G., Castro, R. Modelo de Mesa de Ayuda para automatizar la atención de requerimientos e incidentes aplicando ITIL v4.0 para un Organismo de Supervisión de Banca en el Perú [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/672098
@misc{sunedu/4394218,
title = "Modelo de Mesa de Ayuda para automatizar la atención de requerimientos e incidentes aplicando ITIL v4.0 para un Organismo de Supervisión de Banca en el Perú",
author = "Castro Castillo, Renzo Vicente",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
This work is focused on designing a Help Desk Model to automate service management in the financial sector, applying ITIL v4.0. Due to the high cases demand and SLAs established without agreements, it has been determined that the current system is deficient, generating an increase in service complaints. To solve the problem, software with adequate technical metrics that support the attention and management of requirements and incidents was selected first. Subsequently, the help desk model was designed, allowing the automation of the workflow in the management of incidents and requirements. Its functionality was then validated through a testing scenario using validation metrics that support its promising performance. Finally, a continuity plan was developed to guarantee the sustainability of the proposed design in the long term. The results found after validating the model reveal solid performance. 91.5% of the cases registered in July 2022 were resolved, complying with the SLA response times. In addition, 97.1% of the emails and 69.8% of the telephone calls were answered. The average attention time was 1 hour and 36 minutes. Users rated the service as efficient; in 88.6% of cases. In summary, the help desk model implemented has been effective for service management by automating the attention of incidents and requirements, supported by its effective validation and alignment with the best practices of ITIL v4.0.
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