Abstract
The organizations adopt best practices that guarantee the quality of their services agreed with their clients. Universities are not unrelated to this need, because they need to have processes that facilitate the service management. This article presents an experience of the adoption of ITIL best practices in the Service Desk area for the management of incidents and requirements through a web system (GLPI). The area has processes that facilitate the management of services, however it is not aligned with an IT services management framework that allows them to offer a quality service to their users. It is proposed to improve these processes and to implement new processes necessary to increase the level of perceived quality, applying the ITIL framework. The results show greater user satisfaction.
| Translated title of the contribution | IT service management using ITIL v3: A case study |
|---|---|
| Original language | Spanish |
| Title of host publication | Atas da 12a Conferencia Iberica de Sistemas e Tecnologias de Informacao, CISTI 2017 / Proceedings of the 12th Iberian Conference on Information Systems and Technologies, CISTI 2017 |
| Editors | Luis Paulo Reis, Alvaro Rocha, Braulio Alturas, Carlos Costa, Manuel Perez Cota |
| Publisher | IEEE Computer Society |
| ISBN (Electronic) | 9789899843479 |
| DOIs | |
| State | Published - 11 Jul 2017 |
| Externally published | Yes |
| Event | 12th Iberian Conference on Information Systems and Technologies, CISTI 2017 - Lisbon, Portugal Duration: 21 Jun 2017 → 24 Jun 2017 |
Publication series
| Name | Iberian Conference on Information Systems and Technologies, CISTI |
|---|---|
| ISSN (Print) | 2166-0727 |
| ISSN (Electronic) | 2166-0735 |
Conference
| Conference | 12th Iberian Conference on Information Systems and Technologies, CISTI 2017 |
|---|---|
| Country/Territory | Portugal |
| City | Lisbon |
| Period | 21/06/17 → 24/06/17 |
Bibliographical note
Publisher Copyright:© 2017 AISTI.