Diagnóstico y modelamiento de los procesos de gestión de incidentes y gestión de problemas, mediante la integración de Itil V3.0 y Cobit 4.1 en el área de tecnología de la información de laboratorios Procaps

This project includes the integration of two frameworks as ITIL and COBIT are used to diagnose and then model two of the most important processes in the area of Information Technology in Procaps Laboratories, such as Incident Management and problem Management. The processes were evaluated previously mentioned through different data collection techniques such as: the maturity questionnaire, interviews with members of the area and direct observation. Subsequently, I analyzed the actual design of incident and problem processes and I detected some drawbacks in design, implementation and management of incident management, as well as the lack of a structured process based on best practices of the management problems. Finally, I designed and modeled both processes through, I defined performance indicators to evaluate and measure the efficiency of the process, responsibility, the service level agreements for each of the processes in question and performed the risk matrix associated with these processes. The above project was carried out in order to improve the delivery of the IT services through best practices, achieving compliance with defined processes through proactive service management.

• Autores: Donado Coronell, Adriana Lucía
• Tipo de recurso: Trabajo de grado de pregrado
• Fecha de publicación: 2013
• Institución: Corporación Universidad de la Costa
• Repositorio: REDICUC - Repositorio CUC
• Idioma: spa
• OAI Identifier: oai:repositorio.cuc.edu.co:11323/531
• Acceso en línea: https://hdl.handle.net/11323/531; https://repositorio.cuc.edu.co/
• Palabra clave: ITIL; Cobit; Servicio; Riesgo; Incidentes; Problema; Proceso; Diseño; Diagnóstico; Service; Risk; Incidents; Problem; Process; Design; Diagnosis
• Rights: openAccess
• License: Atribución – No comercial – Compartir igual