Propuesta de implementación de la mesa de servicios en base a ITIL 2011 para el Departamento de Sistemas de una entidad prestadora de servicios transaccionales

Abstract

This article is to suggest a proposal to implement of the service desk in ITIL base 2011 edition for the Department of Systems to a third party provider of service transactions using open software source code that will improve service operations and reinforce technical support. A gap analysis is carried out to determine the degree of maturity of the existing processes through surveys directed at the personnel. The methodology of "IT Process Maps" is used to design the proposal. A tool available is selected from the comparison of three open source softwares, with similar technical characteristics and functionalities. The prototype of the Service Desk is implemented, metrics are established for the control and monitoring of the processes. Additionally, a test plan is presented to verify the correct functioning of the proposed processes in the selected management tool. Finally, a referential budget of the solution is made.