Análisis, diseño e implantación de una mesa de servicio, utilizando ITIL V 3.0 en la Universidad Católica

Abstract

Abstract:Information technology (IT) has quickly become an indispensable tool in the daily activities of people, for this, the performance that a person has in their work area depends on the performance of IT. IT as well as other technologies are linked to failures caused by people, for external reasons or due to the conditions of this equipment. A service desk is a tool that allows communication between customers and the service provider, to ensure user satisfaction. The purpose of the service desk is to provide a quickly solve user requests in the shortest time possible. The intervention made by the service desk will be plan based on service standards. In the first place, the requests of the users will be receive, analyze and classified, and then these requests will be transfer to technical personnel trained for the evaluation and solution. The success of the service desk depends on the implementation of the standards, the level of preparation of the staff in charge and the acceptance of the users.