Gestión de Servicios de TI Usando ITIL v3: Caso de Estudio

Translated title of the contribution: IT service management using ITIL v3: A case study

Sussy Bayona, Yvet Baca, Guisela Vela

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

3 Scopus citations

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 contributionIT service management using ITIL v3: A case study
Original languageSpanish
Title of host publicationAtas 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
EditorsLuis Paulo Reis, Alvaro Rocha, Braulio Alturas, Carlos Costa, Manuel Perez Cota
PublisherIEEE Computer Society
ISBN (Electronic)9789899843479
DOIs
StatePublished - 11 Jul 2017
Externally publishedYes
Event12th Iberian Conference on Information Systems and Technologies, CISTI 2017 - Lisbon, Portugal
Duration: 21 Jun 201724 Jun 2017

Publication series

NameIberian Conference on Information Systems and Technologies, CISTI
ISSN (Print)2166-0727
ISSN (Electronic)2166-0735

Conference

Conference12th Iberian Conference on Information Systems and Technologies, CISTI 2017
CountryPortugal
CityLisbon
Period21/06/1724/06/17

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