Fortalecimiento de la mesa de servicios de TI en una empresa que brinda servicios a entidades del sector bancario
The objective of this work is to apply the ADM method defined in the TOGAF 9.2 framework of The Open Group, in the resolution of the "concern" "Strengthening of an IT service desk in a company that provides technology services to the banking industry", the objective is to achieve...
Gardado en:
| Autor Principal: | |
|---|---|
| Formato: | masterThesis |
| Idioma: | spa |
| Publicado: |
2021
|
| Subjects: | |
| Acceso en liña: | http://dspace.udla.edu.ec/handle/33000/13485 |
| Tags: |
Engadir etiqueta
Sen Etiquetas, Sexa o primeiro en etiquetar este rexistro!
|
Engadir etiqueta | Summary: | The objective of this work is to apply the ADM method defined in the TOGAF 9.2 framework of The Open Group, in the resolution of the "concern" "Strengthening of an IT service desk in a company that provides technology services to the banking industry", the objective is to achieve a comprehensive improvement in each of the aspects of processes, technology and people with the aim of achieving an IT service desk that meets industry standards and achieves customer satisfaction by consuming the services provided to through this. As described in the ADM method, each of the defined phases will be addressed, that is: preliminary phase, architecture vision phase, business architecture, application and information architecture, technological architecture, opportunities and solution phase and planning phase of migration. For the development of each of the phases, the standards defined by the SDI (Service Desk Institute) in its SDC (Service Desk Certification) are considered as an industry reference, as well as the COBIT 2019 and ITIL V4 frameworks. 0 that allow fine-tuning the implementation of the strengthening improvements sought. Based on these standards and reference frameworks, a set of target architectures is defined, which make it possible to reach a “customer-oriented” level of assessment. A gap analysis is carried out comparing the current situation of the study's service desk, versus the target architecture, and a set of opportunities is defined that allow solving and closing the existing gaps, for each of these initiatives a analysis of its impact and effort, and a conceptualization summary that allows an overview of the scope of each of the defined initiatives. Finally, a process of prioritization and planning of the deployment of each of the initiatives is carried out to achieve the final objective of a strengthened and "Customer-oriented" service desk. |
|---|