Implementación de los servicios de respaldos y mesa de ayuda en un entorno cloud para una empresa importadora
The objective of the present titling work is to implement a Help Desk and a Support System through tools based on CLOUD technology. Regarding the help desk, the needs of the users regarding the IT services were evaluated, the management carried out in the company to determine problems and propose so...
محفوظ في:
| المؤلف الرئيسي: | |
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| التنسيق: | bachelorThesis |
| اللغة: | spa |
| منشور في: |
2018
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| الموضوعات: | |
| الوصول للمادة أونلاين: | http://dspace.udla.edu.ec/handle/33000/10276 |
| الوسوم: |
إضافة وسم
لا توجد وسوم, كن أول من يضع وسما على هذه التسجيلة!
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إضافة وسم | الملخص: | The objective of the present titling work is to implement a Help Desk and a Support System through tools based on CLOUD technology. Regarding the help desk, the needs of the users regarding the IT services were evaluated, the management carried out in the company to determine problems and propose solutions was analyzed, guided in the frame of reference ITIL v3 the structure was designed and processes of the operation phase of the service, existing technologies were analyzed in the help desk market in the cloud, the most optimal tool was selected and its respective implementation was carried out. Regarding the backup system, the processes that were carried out to support information on servers, databases and users were analyzed, in such a way that problems could be identified and solutions could be proposed, taking into account the recommendations of the COBIT reference frameworks, ISO / Norms. IEC 20000, ISO / IEC 17799, INEI a Support Policy was designed, the existing technologies in the market were evaluated for information backup in the cloud, the most optimal was chosen and finally the parameterized tool was implemented according to the Policy established As a result, greater internal user satisfaction was obtained regarding the services provided by the systems area, an increase in the effectiveness of the help desk, higher productivity of technical support personnel, greater availability of information backups, a more centralized management and the determination in real time of the status of the backups. In conclusion, it can be said that the implementation of services such as help desk and backup systems in any organization allows guaranteeing the delivery of quality services to the company's customers, generating added value to their products. |
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