Análisis diseño e implementación de un sistema para generación de incidencias para soporte informático para empresa de outsourcing informático Segurtex.

Abstract

Abstract:The company Segurtex is a company dedicated to computer support through outsourcing contracts. By obtaining the computer outsourcing service companies can focus on activities of their company, while Segurtex is responsible for managing their computer problems. Currently there is no adequate record of the support that is made to the different companies that have this service. For systematized control of the incidents of each company and the service performed by each Segurtex technician, a computer application is developed with the service assistance module GLPI, that meets the standards ITIL V2, which allows generating incidents to the customers and measuring both the attention times and the number of incidents requested by each company. The systematized control of the incidences allows to improve the response times and the control of the technicians, a better service is presented to the companies since response times are assigned to comply and statistical data can be obtained about the resolved incidents.