Publication: Análisis, diseño e implementación de una herramienta de gestión de niveles de servicio en .NET integrada con gestión de incidencias (OTRS)
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2010
Defense date
2010-10-14
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Abstract
En este proyecto se diseña y desarrolla una herramienta que abarca de forma general la Gestión de Niveles de Servicio incluida en la Gestión de Servicios de TI (Tecnologías de la Información), que básicamente es la implementación y administración de servicios de TI que apoyan las necesidades del negocio teniendo siempre en cuenta los beneficios. Este diseño se ha realizado basándose en un estudio de los distintos marcos de trabajo basados en las buenas prácticas. Asimismo, debido a la amplia cantidad de procesos que abarca esta fase, se ha decidido usar una herramienta de gestión de tickets existente en el mercado que implemente totalmente algunos de ellos, de tal manera que pueda complementarse con la herramienta (GeSLA) implementada en este proyecto. Por ello, incluye un estudio de herramientas de gestión de tickets, de las que se ha escogido OTRS en su versión adaptada a ITIL v3 (OTRS
Throughout this project an application is both designs and develops covering in a general way the Service Level Management (SLM) included in the information technologies service management. This basically means the implementation and administration of these IT services which support the business needs, taking always into account the profits. The design has been carried out taking as basis a study regarding the different frameworks based on good practices. Likewise, due to the wide amount of processes that this phase covers, it has been decided to use a ticket management tool that it is already released in the market which it is capable of implementing some of these processes completely, acting as a complement to the application developed in this project (GeSLA). Therefore, it is included a ticket management tool study as well, having been chosen OTRS in its adapted version to ITIL v3 (OTRS
Throughout this project an application is both designs and develops covering in a general way the Service Level Management (SLM) included in the information technologies service management. This basically means the implementation and administration of these IT services which support the business needs, taking always into account the profits. The design has been carried out taking as basis a study regarding the different frameworks based on good practices. Likewise, due to the wide amount of processes that this phase covers, it has been decided to use a ticket management tool that it is already released in the market which it is capable of implementing some of these processes completely, acting as a complement to the application developed in this project (GeSLA). Therefore, it is included a ticket management tool study as well, having been chosen OTRS in its adapted version to ITIL v3 (OTRS
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Herramientas de software, Tecnologías de la información