@inproceedings{6cff064621024cbbb2fb74c12d35b6f2,
title = "Gesti{\'o}n de Servicios de TI Usando ITIL v3: Caso de Estudio",
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.",
keywords = "GLPI, Incident management, ITIL, Requierements management, Service desk",
author = "Sussy Bayona and Yvet Baca and Guisela Vela",
note = "Publisher Copyright: {\textcopyright} 2017 AISTI. Copyright: Copyright 2017 Elsevier B.V., All rights reserved.; 12th Iberian Conference on Information Systems and Technologies, CISTI 2017 ; Conference date: 21-06-2017 Through 24-06-2017",
year = "2017",
month = jul,
day = "11",
doi = "10.23919/CISTI.2017.7975963",
language = "Espa{\~n}ol",
series = "Iberian Conference on Information Systems and Technologies, CISTI",
publisher = "IEEE Computer Society",
editor = "Reis, {Luis Paulo} and Alvaro Rocha and Braulio Alturas and Carlos Costa and Cota, {Manuel Perez}",
booktitle = "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",
address = "Estados Unidos",
}