Diseño de la mesa de servicio y gestión de incidentes basado en ITIL 2011 para la empresa PwC Asesores Empresariales

Abstract

Implementation of a Service Desk for the Enterprise PwC Business Advisors to optimize and improve the support to the users by the Department of TI, using the standards of ITIL 2011. With this will have a single point of contact for the users where will meet all technological requirements. For the development of the table of services and management of incidents several processes were established taking as a guide the best practices generated by ITIL 2011. It should be noted that strengthening of the Service Desk is not alone, but must be complement by an adequate establishment of IT service delivery and support processes within IT management. Once the function of the Service Desk has been consolidated in conjunction with its processes, it is necessary to use continuous improvement programs, seeking the growth of the organization, through new tools that improve the competitiveness of the company, using metrics and processes that allow to evaluate the performance and quality within the levels of service an agreed business priority.