Publication: Diseño de un sistema de gestión y análisis de incidencias
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2014-07
Defense date
2014-07-03
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Abstract
Una de las actividades fundamentales dentro de toda empresa es la resolución de incidencias que se presentan en su negocio. Ante estas incidencias pueden verse afectados de forma directa el cliente final, presentando indisponibilidad o degradación en sus servicios ofrecidos por la empresa; o de forma indirecta con afección en los sistemas internos para la gestión de los clientes, impactando en el desarrollo normal de la operativa de la organización.
La finalidad de este proyecto es diseñar un sistema de gestión y análisis de incidencias. Dicho sistema tendrá como objetivo disminuir el tiempo de afección de la incidencia, reducir los costes que una incidencia provoca en la organización, y mejorar la satisfacción del cliente final.
Para conseguir un sistema óptimo, se ha utilizado como base el marco de referencia ITIL, que presenta un conjunto buenas prácticas para la gestión de servicios TIC; y la Norma ISO/IEC 20000, que define un Sistema de Gestión de Servicios TI con un conjunto de especificaciones y buenas prácticas referente a la gestión de incidencias.
The incidents resolution is one of the main essential activities in all business. These incidents may affect the end customer either directly, by causing unavailability or degradation in the services offered by the company; or indirectly, affecting internal tools for customers management, therefore impacting in the normal functioning of the organization. The goal of this project is the design of a system for managing and analyzing incidents. This system aims to decrease the impact time of an incident, to reduce the costs caused by this incident within a given company and to improve end customer satisfaction. In order to get an optimum system, both the Information Technology Infrastructure Library (ITIL) and the ISO/IEC 20000 standard have been used as reference frameworks. ITIL presents a set of best practices for the TIC services management; whereas the ISO / IEC 20000 standard, defines a System of IT Service Management with a set of specifications and best practices related to the incidents management.
The incidents resolution is one of the main essential activities in all business. These incidents may affect the end customer either directly, by causing unavailability or degradation in the services offered by the company; or indirectly, affecting internal tools for customers management, therefore impacting in the normal functioning of the organization. The goal of this project is the design of a system for managing and analyzing incidents. This system aims to decrease the impact time of an incident, to reduce the costs caused by this incident within a given company and to improve end customer satisfaction. In order to get an optimum system, both the Information Technology Infrastructure Library (ITIL) and the ISO/IEC 20000 standard have been used as reference frameworks. ITIL presents a set of best practices for the TIC services management; whereas the ISO / IEC 20000 standard, defines a System of IT Service Management with a set of specifications and best practices related to the incidents management.
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Informática de gestión, Empresas, Gestión de clientes, Gestión de incidencias