Modelo de gestión de incidentes empleando ITIL versión 4 aplicado al servicio de cloud services
Tesis
Materias > Comunicación
Universidad Europea del Atlántico > Docencia > Trabajos finales de Máster
Universidad Internacional Iberoamericana Puerto Rico > Docencia > Trabajos finales de Máster
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ITIL (Information Technology Infrastructure Library) es un conjunto de conceptos y buenas prácticas para la gestión de servicios de Tecnologías de la información. Incluye procedimientos de gestión para cada etapa del ciclo de vida del servicio y, gracias a que se puede adaptar a cualquier tipo de organización y que no está atado a un proveedor específico, se ha convertido en uno de los frameworks de gestión de tecnología más usados en el mundo.En este proyecto se aplican las recomendaciones y buenas prácticas de ITIL para el diseño de los procesos de gestión de incidentes de servicio en el área de Cloud Services la cual es un área de TI de la empresa Sonda de Colombia, pues actualmente no se tiene este procedimiento definido, lo que dificulta la aplicación de controles y realización de mediciones de efectividad del área. Una vez diseñado los nuevos procesos se realiza la documentación e implementación de estos, así como el análisis de los resultados obtenidos, pues se espera que aplicando estas buenas prácticas se contribuya a tener un mejor registro, seguimiento y control de los procesos y servicios que se brindan en el área de TI, haciendo que en un futuro sea posible la mejora continua de los servicios prestados y de la experiencia del cliente.
metadata
Mieles Benavides, Luis Gabriel
mail
lmielesb@outlook.com
(2022)
Modelo de gestión de incidentes empleando ITIL versión 4 aplicado al servicio de cloud services.
Masters thesis, SIN ESPECIFICAR.
Resumen
ITIL (Information Technology Infrastructure Library) es un conjunto de conceptos y buenas prácticas para la gestión de servicios de Tecnologías de la información. Incluye procedimientos de gestión para cada etapa del ciclo de vida del servicio y, gracias a que se puede adaptar a cualquier tipo de organización y que no está atado a un proveedor específico, se ha convertido en uno de los frameworks de gestión de tecnología más usados en el mundo.En este proyecto se aplican las recomendaciones y buenas prácticas de ITIL para el diseño de los procesos de gestión de incidentes de servicio en el área de Cloud Services la cual es un área de TI de la empresa Sonda de Colombia, pues actualmente no se tiene este procedimiento definido, lo que dificulta la aplicación de controles y realización de mediciones de efectividad del área. Una vez diseñado los nuevos procesos se realiza la documentación e implementación de estos, así como el análisis de los resultados obtenidos, pues se espera que aplicando estas buenas prácticas se contribuya a tener un mejor registro, seguimiento y control de los procesos y servicios que se brindan en el área de TI, haciendo que en un futuro sea posible la mejora continua de los servicios prestados y de la experiencia del cliente.
Tipo de Documento: | Tesis (Masters) |
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Palabras Clave: | ITIL, Cloud Services, Tecnologías de la Información, Incidente, Clientes. |
Clasificación temática: | Materias > Comunicación |
Divisiones: | Universidad Europea del Atlántico > Docencia > Trabajos finales de Máster Universidad Internacional Iberoamericana Puerto Rico > Docencia > Trabajos finales de Máster |
Depositado: | 08 Nov 2023 23:30 |
Ultima Modificación: | 08 Nov 2023 23:30 |
URI: | https://repositorio.uneatlantico.es/id/eprint/1711 |
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