Implementación de una Aplicación Web de Mesa de Ayuda para la Gestión de Incidentes y Solicitudes en el Centro de Servicios Informáticos (CSI).

Abstract

Abstract: Manual incident management in organizations hinders control over technical support processes, causing delays in response, a lack of traceability, and limitations in tracking and decision-making. Given this scenario, this project focused on developing a web application to help desk management that optimizes the logging, assignment, tracking, and control of tickets through the adoption of frameworks geared toward IT service management. The methodology used was quantitative in nature, with a technology development design, employing the Scrum agile methodology for the incremental planning and implementation of the system. The application s development was based on the MVC architectural pattern and integrated modules for role and user management, ticket registration and tracking, a dashboard of metrics, and email notifications. Validation was performed through functional, usability, performance, compatibility, and security testing. The results demonstrated that the modules functioned correctly, were compatible with major web browsers, remained stable during the execution of concurrent requests, showed no vulnerabilities detected by static code analysis, and received favorable feedback from users. It is concluded that the developed system helps optimize incident management, improve ticket traceability, strengthen control over response times, reduce the occurrence of duplicate requests, and increase user satisfaction by providing a streamlined, efficient, and reliable support process.