Desarrollo de una propuesta para la implementación de la mesa de ayuda basada en el framework de ITIL y aplicada a la infraestructura de la ESPOCH.

Abstract

Functions, procedures, dimensioning of technical resources and development of an application for incident management, with the purpose of supporting the administration of technological resources by the Department of Systems and Telematics (DESITEL) of the Higher Polytechnic School of Chimborazo (ESPOCH) . The application of the Information Technology Infrastructure Library (ITIL) developed a support management model adapted to the conditions of ESPOCH, using cc-Modeller lite, personal computers, surveys and interviews, the experimental method and web technology as well as the technological tools PHP V5 , MySQL, Apache web server. Surveys on satisfaction with DESITEL's work show the following results: Students 37% satisfaction, Secretaries 72%, Authorities 76%, with a level of underutilization of technical resources likely to improve them. For the control of DESITEL Management, it is proposed to create a single point to evacuate all incidents, problems and requirements, which will allow a better dimensioning of technical resources and the handling of incidents through this single point. This single point of contact (Help Desk) consists of three processes: Incident Management, Problem Management and Requirement Management, which are received through a single telephone number and / or a single email account; Which are handled by the administration section and acquitted by the latter. The implementation of the Help Desk would bring together all technical resources, regulate procedures and attend to incidents, problems and requirements in a coordinated, effective and timely manner to be managed only by DESITEL, so its implementation is recommended.