Diseño y mejora del proceso AS-IS de mesa de servicio aplicando Business Process Management en la Empresa IT/MÁS S.A.
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2019-10-15
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Licenciatura en Sistemas de Información.
Resumen
El presente proyecto es de DISEÑAR Y MEJORAR EL PROCESO AS-IS DE MESA DE SERVICIO APLICANDO BUSINESS PROCESS MANAGEMENT EN LA EMPRESA IT/MÁS S.A, con la finalidad de elaborar el proceso actual de mesa de servicio, a través del levantamiento de información y las técnicas de recolección de datos, se pudo obtener el mapeo de las actividades que realiza actualmente la encargada de mesa de servicio. Posteriormente recopilada la información se procedió a elaborar los casos de uso, los cuales permitieron identificar cado rol y sus actividades, una vez definida cada actividad por rol, se realizó el BPM del proceso AS-IS, donde se identificó actividades manuelas lo que conlleva demora en el proceso. Mediante la herramienta Bizagi y con la información recopilada se realizó el proceso TO-BE que es la mejora del proceso de mesa de servicio, lo que permitió modelar los procesos para su automatización y eliminar actividades que no son necesarios. A través del modelo TO-BE propuesto la empresa ITMAS podrá realizar la mejora del proceso.
The present project is to DESIGN AND IMPROVE THE AS-IS SERVICE TABLE PROCESS APPLYING MANAGEMENT OF BUSINESS PROCESSES IN THE COMPANY IT / MÁS S.A, that was carried out in order to elaborate the current service desk process, through the gathering of information and data collection techniques, it was possible to obtain the mapping of the activities currently performed by the service desk manager. Subsequently, the information was collected, the use cases were elaborated, which allowed identifying each role and its activities. Once each activity was defined by role, the BPM of the AS-IS process was carried out, where manual activities were identified which entail delays in the process. Using the Bizagi tool and the information collected, the TO-BE process was carried out, which is the improvement of the service desk process, which allowed modeling the processes for automation and eliminating activities that are not necessary.
The present project is to DESIGN AND IMPROVE THE AS-IS SERVICE TABLE PROCESS APPLYING MANAGEMENT OF BUSINESS PROCESSES IN THE COMPANY IT / MÁS S.A, that was carried out in order to elaborate the current service desk process, through the gathering of information and data collection techniques, it was possible to obtain the mapping of the activities currently performed by the service desk manager. Subsequently, the information was collected, the use cases were elaborated, which allowed identifying each role and its activities. Once each activity was defined by role, the BPM of the AS-IS process was carried out, where manual activities were identified which entail delays in the process. Using the Bizagi tool and the information collected, the TO-BE process was carried out, which is the improvement of the service desk process, which allowed modeling the processes for automation and eliminating activities that are not necessary.
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Palabras clave
MODELAMIENTO DE PROCESOS, MESA DE SERVICIO, BPM, PROCESS WAS CARRIED OUT