Diseño de una mesa de servicio para el área de tecnologías de la información de una empresa retail
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Fecha
2021
Autores
Garza Gutiérrez, Edward Antonio
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Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
El proyecto tiene como finalidad proponer el diseño de una mesa de servicio para el área de tecnologías de la información de una empresa retail ya que en la actualidad existen organizaciones con un modelo de negocio retail que se encuentran en expansión, en un crecimiento constante, lo que genera que empiezan a preocuparse por el tema del soporte tecnológico; para poder contrarrestar el problema, en el momento que se presente una incidencia y/o falla en un área determinada.
Este tipo de problemas tecnológicos pueden generar una detención de la productividad y reducción significativa de la misma, en el área afectada. pero, esta incidencia o falla, podría influenciar la entrada o el libre funcionamiento de algún otro proceso de otra área y en el peor de los casos, este hecho, no solamente se evidenciaría en un área sino en muchas más. podría causarse la denominada incidencia masiva y/o falla masiva. por consiguiente, se generaría el no cumplimiento de las metas propuestas en la empresa.
Lo que genera que las empresas indaguen sobre cómo implementar una solución y que costos pueden acarrear, se genera en una propuesta inicial del mínimo requerido para la implementación de la mesa de servicio, proponiendo usar Itil para la planificación, implementación, control y seguimiento de procesos orientados a la mejora continua, el área de Service Desk y restablecer la satisfacción del cliente interno que solicita servicios de soporte en la empresa. Se aplicaron y estructuraron las actividades, políticas y roles de los procesos responsables de cumplir los estándares establecidos.
En el proyecto se pretende alinear la función de la mesa de servicio con los objetivos y procesos de una empresa.
Mediante la aplicación de las prácticas del modelo ITIL, se permitirá que se defina la gestión de incidencias y la minimización de incidentes en la mesa de servicio. Es necesario que la mesa de servicio se maneje de forma efectiva, optimizada y que los requerimientos puedan tener un seguimiento y se logren definir las prioridades.
The purpose of the project is to propose the design of a service desk for the information technology area of a retail company since there are currently organizations with a retail business model that are in expansion, in constant growth, which is which generates that they begin to worry about the issue of technological support; to be able to counteract the problem, when an incident and failure occurs in a certain area. These types of technological problems can lead to a halt in productivity and a significant reduction in it in the affected area. But this incidence or failure could influence the entry or free operation of some other process from another area and in the worst case, this fact would not only be evidenced in one area but in many more. the so-called mass incidence and mass failure could be caused. consequently, the non-fulfillment of the goals proposed in the company would be generated. What causes companies to inquire about how to implement a solution and what costs they may entail, is generated in an initial proposal of the minimum required for the implementation of the service desk, proposing to use Itil for the planning, implementation, control, and monitoring of processes oriented to continuous improvement, the Service Desk area and reestablishing the satisfaction of the internal customer who requests support services in the company. The activities, policies, and roles of the processes responsible for meeting the established standards were applied and structured. The project aims to align the function of the service desk with the objectives and processes of a company. By applying the practices of the ITIL model, it will be possible to define the management of incidents and the minimization of incidents at the service desk. It is necessary that the service desk is managed in an effective and optimized way and that the requirements can be followed up and priorities can be defined
The purpose of the project is to propose the design of a service desk for the information technology area of a retail company since there are currently organizations with a retail business model that are in expansion, in constant growth, which is which generates that they begin to worry about the issue of technological support; to be able to counteract the problem, when an incident and failure occurs in a certain area. These types of technological problems can lead to a halt in productivity and a significant reduction in it in the affected area. But this incidence or failure could influence the entry or free operation of some other process from another area and in the worst case, this fact would not only be evidenced in one area but in many more. the so-called mass incidence and mass failure could be caused. consequently, the non-fulfillment of the goals proposed in the company would be generated. What causes companies to inquire about how to implement a solution and what costs they may entail, is generated in an initial proposal of the minimum required for the implementation of the service desk, proposing to use Itil for the planning, implementation, control, and monitoring of processes oriented to continuous improvement, the Service Desk area and reestablishing the satisfaction of the internal customer who requests support services in the company. The activities, policies, and roles of the processes responsible for meeting the established standards were applied and structured. The project aims to align the function of the service desk with the objectives and processes of a company. By applying the practices of the ITIL model, it will be possible to define the management of incidents and the minimization of incidents at the service desk. It is necessary that the service desk is managed in an effective and optimized way and that the requirements can be followed up and priorities can be defined
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Palabras clave
Service Desk, ITIL, Mesa de servicio, Gestión de incidentes, Área de tecnologías de la información, Service desk, ITIL, Service desk, Incident management, Information technology area
