Plan norma ISO/IEC 20000-1 en el área de soporte técnico de la unidad de tecnología de la ESPAM MFL
The present titling work is based on the proposal of an ISO/IEC 20000-1 Standard Plan in order to support the improvement of the services that are provided and executed in the Technical Support area of the ESPAM MFL Technology Unit. The research arises in response to the importance of achieving qual...
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| Formato: | masterThesis |
| Idioma: | spa |
| Publicado em: |
2022
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| Acesso em linha: | http://repositorio.espam.edu.ec/handle/42000/1685 |
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Adicionar Tag | Resumo: | The present titling work is based on the proposal of an ISO/IEC 20000-1 Standard Plan in order to support the improvement of the services that are provided and executed in the Technical Support area of the ESPAM MFL Technology Unit. The research arises in response to the importance of achieving quality, efficiency and effectiveness in the execution of operations. It focuses on four chapters, which, attended in an orderly manner allowed defining the proposed goal; thus, the PMBOK method, which provides a frame of reference of great importance in any type of investigation was used. Through the PDCA methodology, the methods to be used in the project were established, in which a deductive research method was considered, through direct observation that was applied in the first visit to the technical support area of the Department of Technology at ESPAM MFL. A diagnostic analysis was carried out to know the procedures in this area, and the way they are currently found. Through this analysis, the problems that needed a solution were briefly identified. Next, questionnaires based on ITIL and COBIT 5 good practices were developed; they allow the establishment and improvement of the Service Management System. The development process, the aforementioned questionnaires were applied and the results obtained were analyzed for this, statistical measures were used, achieving evidence of shortcomings in the execution and documentation of the processes contemplated in the ISO 20000-1 standard. At the end of the investigation, the ISO/IEC 20000-1 Standard Plan was prepared, in which all the relevant processes and recommendations were included. |
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