Análisis de los procesos de gestión de servicios (ITIL), en la Empresa Desarrolladora de Software (Risoflin S.A.).
Fecha
2019-04-24
Autores
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Licenciatura en Sistemas de Información.
Resumen
El siguiente análisis tiene como finalidad realizar un estudio de los procesos de gestión de servicios (ITIL), en la empresa desarrolladora de software Risoflin S.A., de tal manera que los requerimientos, garantías y mejoras sean automatizadas por medio de esta herramienta para brindar un servicio de calidad y seguridad a sus clientes. Con la norma ITIL se pretende analizar los procesos internos y las mejoras que deben aplicarse a los mismos para el desarrollo de la empresa, para lograr este objetivo se realiza una encuesta a los clientes de la empresa para detectar en base a la misma las fallas existentes y con los resultados evaluar en conjunto con el departamento de Tecnologías de la información los procesos involucrados, roles que intervienen para validar los fallos y mejoras a implementar en los procesos. La metodología para el desarrollo de este estudio es la de observación y descripción que será útil al momento de analizar y comparar los resultados. Por medio de este estudio se puede comprobar mediante el análisis la optimización del proceso de gestión de servicios de requerimientos, garantías y mejoras que se realizan por medio de correo electrónico. Este proyecto sirve de guía para que futuras empresas incorporen a sus servicios la herramienta ITIL.
The following analysis is intended to conduct a study of service management processes (ITIL), in the software development company Risoflin SA, in such way the requirements, guarantees and improvements are automated through this tool in order to provide a quality and safety service to its customers. With the ITIL standard it is intended to analyze the internal processes and the improvements that should be applied to them for the company development to achieve this objective a survey will be carried out to the company's customers to detect the existing faults based on it and with the results evaluate together with the Information Technologies Department the processes involved, roles that are presented to validate the failures and improvements to be implemented in the processes. The methodology for the development of this study is observative and descriptive that will be useful when analyzing and comparing the results. By this study it will prove by analysis the optimization of the service management process of requirements, guarantees and improvements carried out by means of e-mail. This project serves as a guide for future companies that need to incorporate the ITIL tool into their services.
The following analysis is intended to conduct a study of service management processes (ITIL), in the software development company Risoflin SA, in such way the requirements, guarantees and improvements are automated through this tool in order to provide a quality and safety service to its customers. With the ITIL standard it is intended to analyze the internal processes and the improvements that should be applied to them for the company development to achieve this objective a survey will be carried out to the company's customers to detect the existing faults based on it and with the results evaluate together with the Information Technologies Department the processes involved, roles that are presented to validate the failures and improvements to be implemented in the processes. The methodology for the development of this study is observative and descriptive that will be useful when analyzing and comparing the results. By this study it will prove by analysis the optimization of the service management process of requirements, guarantees and improvements carried out by means of e-mail. This project serves as a guide for future companies that need to incorporate the ITIL tool into their services.
Descripción
Este documento contiene archivo en PDF.
Palabras clave
ANÁLISIS DE PROCESOS, DESARROLLO DE SOFTWARE, SERVICIOS ITIL, ENTORNO CLIENTE-SERVIDOR