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

Sussy Bayona, Yvet Baca, Guisela Vela

Resultado de la investigación: Capítulo del libro/informe/acta de congresoContribución a la conferenciarevisión exhaustiva

3 Citas (Scopus)

Resumen

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.

Título traducido de la contribuciónIT service management using ITIL v3: A case study
Idioma originalEspañol
Título de la publicación alojadaAtas 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
EditoresLuis Paulo Reis, Alvaro Rocha, Braulio Alturas, Carlos Costa, Manuel Perez Cota
EditorialIEEE Computer Society
ISBN (versión digital)9789899843479
DOI
EstadoPublicada - 11 jul. 2017
Publicado de forma externa
Evento12th Iberian Conference on Information Systems and Technologies, CISTI 2017 - Lisbon, Portugal
Duración: 21 jun. 201724 jun. 2017

Serie de la publicación

NombreIberian Conference on Information Systems and Technologies, CISTI
ISSN (versión impresa)2166-0727
ISSN (versión digital)2166-0735

Conferencia

Conferencia12th Iberian Conference on Information Systems and Technologies, CISTI 2017
País/TerritorioPortugal
CiudadLisbon
Período21/06/1724/06/17

Palabras clave

  • GLPI
  • Incident management
  • ITIL
  • Requierements management
  • Service desk

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