Aplicación de marcos de trabajos Itil, Cobit para mejorar procesos de mesa de servicios en institución pública

Abstract

Abstract: This thesis applied the frameworks of Itil v.4 and Cobit 5 to improve the service desk processes at the public institution of the Municipal Gad of Guayaquil, considering quality standards such as ISO 9001 to ensure excellence, contributing significant value with best practices and industry standards, thus achieving optimal results in efficiency and productivity by offering a more agile and effective IT service. The key consisted of conducting a comprehensive analysis of the processes at the service desk, using Bizagi software for the creation of the current and improved design, additionally developing a dashboard using the Shiny library for requirements and incident reports, and finally evaluating the service desk model considering quality criteria and response times.