Reestructuración de la mesa de servicios para mejoras en el control de incidentes, basadas en Itil V3.

Abstract

In the comments made within the Systems Department, they met various needs; including the provision of better quality services to its internal customers is a major.With the restructuring of the current Bureau of Services, it is to achieve better coordination, organization, tracking and resolution of incidents, preventing problems that can lead to a lack of use of tools associated with ITIL best practices. For the restructuring of the service desk methodology based on observation investigation shall be used. The Service Desk should be established as the single point of contact between the IT department and the operating areas of the company, to improve the recording of incidents and monitoring the solution and communication between the Department of Systems and user. The processes are implemented: Incident Management: Identify the agents solvers groups, assigning priority attention among other indicators based on ITIL v3. Cycle Care: Defining a cycle of attention from the novelty or incident is received until a solution is provided, be it temporal (Workaround) or permanent. The Service Desk its responsible for both receive, applications for incident response and facilitate the assistance to different groups of specialists (N1 "Remote Agent care," N2 "Agent site support" or N3 "Specialists"), also responsible for following up on the open cases and keeping users informed about new reported. For the restructuring of the Bureau of Services will use an open source OTRS tool (Open Technology Real Services).