Desarrollo de una aplicación web de mesa de servicio para brindar soporte a los usuarios finales de los diferentes sistemas de información de la Empresa Almacenes la Ganga.
Fecha
2018
Autores
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Universidad de Guayaquil. Facultad de Ciencias Matemáticas y Físicas. Carrera de Ingeniería En Sistemas Computacionales
Resumen
En la actualidad la empresa Almacenes la Ganga no utiliza un mecanismo adecuado para brindar soporte técnico a los usuarios finales que manejan los diferentes sistemas de información. Por tal motivo se realiza este proyecto en donde se utiliza la metodología SRUM la cual por su flexibilidad permitirá tener un gran beneficio al poder realizar entregas parciales de las tareas que son realizadas en la aplicación web de mesa de servicio para realizar cambios de forma constante según los requerimientos del usuario. Se obtuvo como resultado que los usuarios finales puedan enviar las solicitudes de incidencia y obtener la respuesta sobre las soluciones de incidencia en tipos más cortos, realizar un seguimiento a la solicitud de incidencia, saber que técnico de soporte está atendiendo la petición de incidencia. Además, con una Base de Conocimientos ayudará al técnico de soporte a mantener un registro sobre las soluciones de las incidencias, para realizar su trabajo de forma más eficiente, también mantener un mayor control en cuanto a la asignación de tareas por parte de los gerentes del Área de Soporte técnico evitando de esta manera la duplicidad y la carga de trabajo hacia sus colaboradores, con la finalidad de poder garantizar la calidad del servicio y lograr la satisfacción de los usuarios. Concluyendo que se tuvo una mejor organización en cuanto a los procesos que se manejan dentro del Área de Soporte Técnico.
Currently, the company Almaden’s la Ganga does not use an adequate mechanism to provide technical support to the end users that handle the different information systems. For this reason, this project is made where I use the SRUM methodology which, due to its flexibility, allows us to have a great benefit by being able to deliver parts of the tasks that are performed in the service desk web application to make constant changes according to the user's requirements. The result was that the end users can send the incident requests and get the answer on the solutions of their request in shorter types, follow up on the incident request, know which support technician is attending the incident request. In addition, with a Knowledge Base it will help the support technician to keep a record on the solutions of the incidents, to perform their work more efficiently, also to maintain a greater control regarding the allocation of tasks by the managers of the Technical Support Area thus avoiding duplication and workload towards its collaborators, in order to guarantee the quality of the service and achieve user satisfaction. Concluding that there was a better organization in terms of the processes that are handled within the Technical Support Area.
Currently, the company Almaden’s la Ganga does not use an adequate mechanism to provide technical support to the end users that handle the different information systems. For this reason, this project is made where I use the SRUM methodology which, due to its flexibility, allows us to have a great benefit by being able to deliver parts of the tasks that are performed in the service desk web application to make constant changes according to the user's requirements. The result was that the end users can send the incident requests and get the answer on the solutions of their request in shorter types, follow up on the incident request, know which support technician is attending the incident request. In addition, with a Knowledge Base it will help the support technician to keep a record on the solutions of the incidents, to perform their work more efficiently, also to maintain a greater control regarding the allocation of tasks by the managers of the Technical Support Area thus avoiding duplication and workload towards its collaborators, in order to guarantee the quality of the service and achieve user satisfaction. Concluding that there was a better organization in terms of the processes that are handled within the Technical Support Area.
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Palabras clave
Aplicación web, Mesa de Servicio o Service Desk