Diseño e implementación de una mesa de servicios, utilizando ITIL v3.0, para el servicio técnico en el departamento de tecnológico del Ministerio del Ambiente.

Abstract

The present project is aimed to design and implement an open source services desk, using the ITIL v3.0 methodology, to improve the quality of the technical service in the Department of Information Technologies (DTI) offered to the users of the Ministry of Environment. The DTI is responsible for managing the different incidents, problems and technological requirements of users, but does not have adequate procedures for the attention to end users such as levels of care, follow-ups, priorities, performance indicators, among others. The project to be implemented seeks to optimize, to correct and to provide technical service through an open source tool that will help to implement processes established through ITIL best practices that are oriented to the service life cycle. In order to carry out the present project, an in-depth diagnosis and analysis will be carried out on the current situation, which will focus on the types of tools and technological services currently offered by the Technological Department to Ministry users. Some types of management of the ITILv3 standard will be implemented that will be applied to improve the management of technical service, where a service desk will later be designed with the purpose In order to guide the support management and delivery of the service. It will look to solve and meet long-term goals, daily needs and continuously improve the services requested by users. It will provide support to the technical department, achieving an improvement in the technical service and a better use of Information Technologies (IT).