Desarrollo de un aplicativo web de mesa de ayuda aplicando el marco de referencia ITIL v4 para la gestión de tickets en el Departamento de Secretaría de la Universidad Técnica de Cotopaxi Extensión La Maná.
Help - Desk systems represent an efficient solution for organizations to provide attention to their users from any location by taking advantage of communication technologies. The secretarial department of the Technical University of Cotopaxi, La Maná extension attends the requirements of the univers...
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| 格式: | bachelorThesis |
| 語言: | spa |
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2022
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| 主題: | |
| 在線閱讀: | http://repositorio.utc.edu.ec/handle/27000/9091 |
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添加標簽 | 總結: | Help - Desk systems represent an efficient solution for organizations to provide attention to their users from any location by taking advantage of communication technologies. The secretarial department of the Technical University of Cotopaxi, La Maná extension attends the requirements of the university community in its facilities, so limiting such attention only to students who can go in person. For this reason and according to the context of our current society where technology is a strategic element in every organization, this premise is used as the basis for the development of a Help - Desk web application for this department which allows virtual attention from any device with internet access. In order to fulfill the objective, bibliographic research was carried out to establish the theoretical bases of the project. Subsequently, an analysis that allowed to establish the necessary requirements was developed with the secretary in charge. Consequently, it was selected popular web technologies such as HTML, Bootstrap, JavaScript, PHP, MYSQL, and the cascade development methodology for the development of the Help - Desk application based on the Model, View, Controller (MVC) architecture. All of them, jointly with the reference framework for ITIL service management in its fourth version allowed to optimize the quality of the processes for the management of procedures. Finally, it is concluded that the development of the Help - Desk web application based on current technologies and frameworks optimizes the quality of attention in achieving a greater number of users, benefiting the university community by not requiring presence. Keywords: Help – Desk, ITIL, web app, cascade methodology. |
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