Diseño de software de help desk en la nube basado en ITIL para la Cruz Roja Ecuatoriana

Abstract

The purpose of this technical project is to seek a design for a better Help Desk service in the free software cloud based on ITIL standards in the Ecuadorian Red Cross, this to optimize resources and improve response times of the technical support area.

After knowing the perception of its users about the technical services they receive from the corresponding technical field and analyzing the computer incidents that occur daily, we consider and select the tools that best adapt to their needs. The proposed Help Desk Spiceworks software is based on ITIL, which is responsible for conducting good practices for the management of information technology services.