Propuesta de un modelo de gestión de servicios para la Gerencia Nacional de Soporte TI en la Corporación Nacional de Telecomunicaciones basado en las buenas prácticas de gestión de servicios

Information Technologies play an important role in organizations to meet the strategic objectives of the business. Starting from this point, the National IT Support Management is structured by several areas that provide services to the end user in order to keep available technological resources that support the execution and management of internal processes. In this context, it is necessary to verify if the IT Support Management provides an efficient and quality service as a support area. The purpose is to comply with business objectives and above all to stay in the competitive market. The present titling work has the purpose of identifying the current situation of the service management model by evaluating the processes, people, Service Desk and technology that make up the same. Additionally, propose a management model that allows alignment with the strategic objectives of the National IT Support Management. In order to comply with what is indicated in the evaluation, several reference frameworks and international IT best practices will be taken as a basis, which will allow for a new management model or opportunities for improvement in the services provided by the IT Support Management. Likewise, a set of recommendations that align the services with the business strategy and, therefore, be a fundamental area for the operation of the business with the objective of staying in the competitive market. Thus, each element that makes up the management model will be aligned to the needs of the users' requests, improving the relationship between IT and the client. Finally, obtain a new IT service management model that improves effective communication with internal users, suppliers, and distributors through the points of contact maintained by the IT Support Management. Similarly, the people who make up the same acquire new skills; so that the processes improve their level of capacity through an enabling tool that supports all the management of the IT service and, finally, be considered a differentiating area that provides quality service and added value.

• Autor principal: Chacón Bonifaz, William Henry (author)
• Format: masterThesis
• Idioma: spa
• Publicat: 2018
• Matèries: GESTIÓN ESTRATÉGICA; TECNOLOGÍAS DE COMUNICACIÓN E INFORMACIÓN; ATENCIÓN AL CLIENTE
• Accés en línia: http://dspace.udla.edu.ec/handle/33000/10375