Estudio para fortalecer la atención de incidencias en una empresa de telecomunicaciones
Fecha
2020
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de Guayaquil Facultad de Ciencias Administración
Resumen
Este trabajo de investigación hace referencia a la aplicación de la metodología de La
Biblioteca de Infraestructura de Tecnologías de Información (ITIL), con la finalidad de
mejorar la gestión de incidencias que se dan en un departamento responsable de las
operaciones y mantenimiento de equipos de transmisiones de una empresa de
telecomunicaciones en general.
Se analizará la problemática actual en la atención de incidencias, para determinar los
factores que afectan negativamente la gestión de incidencias en el departamento responsable
de las operaciones de una empresa de telecomunicaciones.
La metodología de investigación a utilizar es de tipo cualitativo, lo que permitirá
calificar las variables; con complementos cuantitativos, con los que se medirá y cuantificará
las mencionadas variables para el objetivo y estudio analítico de la problemática en estudio.
Con base a los resultados de la investigación se propondrá el fortalecimiento de la
atención de incidencias de la empresa de telecomunicaciones a través de un modelo de
gestión de incidentes basado en la metodología ITIL v3.
This research work refers to the application of the methodology of the Information Technology Infrastructure Library (ITIL), in order to improve the management of incidents that occur in a department responsible for the operations and maintenance of transmission equipment of a telecommunications company in general. The current problems in dealing with incidents will be analyzed to determine the factors that negatively affect incident management in the department responsible for the operations of a telecommunications company. The research methodology to be used is qualitative, which will allow the variables to be qualified; with quantitative complements, with which the mentioned variables will be measured and quantified for the objective and analytical study of the problem under study. Based on the results of the investigation, it will be proposed to strengthen the attention of incidents of the telecommunications company through an incident management model based on the ITIL v3 methodology.
This research work refers to the application of the methodology of the Information Technology Infrastructure Library (ITIL), in order to improve the management of incidents that occur in a department responsible for the operations and maintenance of transmission equipment of a telecommunications company in general. The current problems in dealing with incidents will be analyzed to determine the factors that negatively affect incident management in the department responsible for the operations of a telecommunications company. The research methodology to be used is qualitative, which will allow the variables to be qualified; with quantitative complements, with which the mentioned variables will be measured and quantified for the objective and analytical study of the problem under study. Based on the results of the investigation, it will be proposed to strengthen the attention of incidents of the telecommunications company through an incident management model based on the ITIL v3 methodology.
Descripción
Palabras clave
ITIL, GESTION DE INCIDENCIAS, ATENCION DE INCIDENCIAS, OPERACIÓN DEL SERVICIO