Diseño de la Mesa de Servicios basado en ITIL 2011 para una empresa exportadora de flores

Abstract

This project is focused on the design and implementation of a Service Desk supported by open source software, in order to improve the quality of service provided by the IT department to both its internal users and its suppliers through clear processes. For the development of the project in principle, the different processes of the ITIL 2011 life cycle are documented and those that meet the immediate needs of the business are chosen. A methodological scheme is established, which details step by step the development of the processes for the design and implementation of the Service Desk. For the deployment of one of the most important processes that is Incident Management, a Help Desk tool is selected, which complies with the technical and functional characteristics required by the Service Desk. Thanks to the tool, it is possible to raise a system for receiving requests and incidents in order to obtain results for failure analysis and control. From the results obtained and through the reports issued by the tool, actions for continuous improvement and decision making within the IT area can be determined. This improvement involves the complete flower export company, since the technology department has become the heart of all the business units of an organization today.