Diseño de procedimientos basados en el marco de referencia Itil v 3.0 para mejorar la gestión de servicios de hardware ofrecidos por la mesa de ayuda Olímpica S.A. En La Ciudad de Barranquilla

The objective of this paper is to design procedures based on the ITIL Framework v 3.0 for improved hardware management services offered by the SA Olympic helpdesk in the city of Barranquilla, the study was conducted for a description of the service management help desk, like an online survey of the Points of Service, Warehouses and offices that make use of the Service and in which we observed that centralization has led to the increased volume of calls at one point creating bottlenecks. Have been presented thus user complaints, delays in the support and user dissatisfaction with the quality of service. The following is proposed: Educate users to use the mail by submitting the portfolio of services and the means by which you can access through the Technical Assistance Matrix Media, similarly recommend the use of a Matrix Solutions (Poka Yoke) with the devices and the most common problems with their solutions that the user can consecutively be clear about the roles of persons responsible for each activity by establishing a RACI matrix. Establish a policy duration per call as requested by the client Conduct a job analysis to study the possibility of hiring more agents to the help desk

• Autores: Gómez De La Hoz, Wilkis Herney
• Tipo de recurso: Trabajo de grado de pregrado
• Fecha de publicación: 2011
• Institución: Corporación Universidad de la Costa
• Repositorio: REDICUC - Repositorio CUC
• Idioma: spa
• OAI Identifier: oai:repositorio.cuc.edu.co:11323/537
• Acceso en línea: https://hdl.handle.net/11323/537; https://repositorio.cuc.edu.co/
• Palabra clave: Sistema de recolección automática de datos; Comunicación organizacional; Comunicación en administración
• Rights: openAccess
• License: Atribución – No comercial – Compartir igual