Análisis, diseño e implementación de un sitema informático para gestionar los trabajos de Help Desk del área de tecnología de la Cooperativa Codesarrollo basado en Itil y Silverlight

Abstract

Considering the importance of providing good support to help maintain the quality of services Codesarrollo institution. This paper aims at designing and developing a web application for managing help desk jobs technology department of that institution using as a guide ITIL V3 and design Silverlight GUI. This management is classified into two types of requests: new requirements and incidents whose specifications are user based on guidelines of ITIL V3 defined, as well as the use of the knowledge base that helps users solve their problems by itself. For the development of this project Agile XP, a methodology that focuses primarily on meeting user needs as this is part of the team thus is involved in the process of building the system is used.