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dc.contributor.advisorRivas, Paules_PE
dc.contributor.authorCaycho Valdivia, Shirley*
dc.contributor.authorParra Barco, Renzo*
dc.date.accessioned2016-11-10T12:27:13Z
dc.date.available2016-11-10T12:27:13Z
dc.date.issued2016-06-01
dc.identifier.urihttp://hdl.handle.net/10757/620761
dc.description.abstractThe DINGOS project (Design and Implementation of operation services for the virtual enterprise IT Expert based on ITIL v3) proposes the implementation of three key processes of the phase of the service operation: the request IT services, incident management, and problems management in the virtual enterprise IT Expert. It is based on ITIL’s best practices in its third version, as well as EUP, BPMN, and applies concepts of PMBOK for project management. IT Expert is a virtual company that provides technology support services such as installing applications, performing backups, hosting documentation of various projects, etc. However, the company provides these services without having well-defined processes with a clear objective for the service operation, often acting reactively and affecting customer satisfaction. The project defines the processes of the service operation according to the reality of the company and aligning itself with ITIL. Then, the defined processes model is implemented, supported in a technological tool, and with the participation of the people involved in the processes. Analyzing the processes implemented in the company, it's found that the level of maturity has increased by 40% for each of them. The results demonstrate the improved effectiveness and efficiency of the service operation in IT Expert.
dc.description.uriTesises_PE
dc.formatapplication/pdfes_PE
dc.formatapplication/epubes_PE
dc.formatapplication/mswordes_PE
dc.language.isospaes_PE
dc.publisherUniversidad Peruana de Ciencias Aplicadas (UPC)es_PE
dc.rightsinfo:eu-repo/semantics/embargoedAccesses_PE
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.sourceUniversidad Peruana de Ciencias Aplicadas (UPC)es_PE
dc.sourceRepositorio Académico UPCes_PE
dc.subjectAdministración de proyectos informáticoses_PE
dc.subjectEmpresas virtualeses_PE
dc.subjectEmpresas de servicioses_PE
dc.subjectIngenieria de sistemas de informaciónes_PE
dc.titleDiseño e implementación de la operación del servicio para la empresa virtual it expert basado en itil v3es_PE
dc.typeinfo:eu-repo/semantics/bachelorThesises_PE
thesis.degree.grantorUniversidad Peruana de Ciencias Aplicadas (UPC). Facultad de Ingenieríaes_PE
thesis.degree.levelLicenciaturaes_PE
thesis.degree.disciplineIngeniería de Sistemas de Informaciónes_PE
thesis.degree.nameIngeniero de sistemas de informaciónes_PE
refterms.dateFOA2017-06-01T00:00:00Z
html.description.abstractEl proyecto DINGOS (Diseño e Implementación de la operación de servicios para la empresa virtual IT Expert basado en ITIL v3) propone la implementación de tres procesos claves de la fase de la operación de servicio: la petición de servicios TI, la gestión de incidencias, y la gestión de problemas en la empresa virtual IT Expert. Se basa en las mejores prácticas de ITIL en su tercera versión, así como EUP, BPMN, y también aplica conceptos de PMBOK para la gestión del proyecto. IT Expert es una empresa virtual de soporte que brinda servicios tecnológicos tales como la instalación de aplicativos, la realización de backups, el alojamiento de documentación de diversos proyectos, etc. Sin embargo, la empresa brinda estos servicios sin tener procesos bien definidos y con un objetivo claro para la operación de servicio, a menudo actuando reactivamente y afectando la satisfacción de los clientes. El proyecto define los procesos de la operación del servicio de acuerdo a la realidad de la empresa y alineándose a ITIL. Luego, se implementa el modelo de procesos definido, soportándose en una herramienta tecnológica, y con la participación de las personas involucradas en los procesos. Al analizar los procesos implementados en la empresa, se encuentra que el nivel de madurez aumentó en un 40% para cada uno de ellos. Los resultados obtenidos demuestran la mejora en la eficacia y eficiencia de la operación del servicio en IT Expert.
html.description.abstractThe DINGOS project (Design and Implementation of operation services for the virtual enterprise IT Expert based on ITIL v3) proposes the implementation of three key processes of the phase of the service operation: the request IT services, incident management, and problems management in the virtual enterprise IT Expert. It is based on ITIL’s best practices in its third version, as well as EUP, BPMN, and applies concepts of PMBOK for project management. IT Expert is a virtual company that provides technology support services such as installing applications, performing backups, hosting documentation of various projects, etc. However, the company provides these services without having well-defined processes with a clear objective for the service operation, often acting reactively and affecting customer satisfaction. The project defines the processes of the service operation according to the reality of the company and aligning itself with ITIL. Then, the defined processes model is implemented, supported in a technological tool, and with the participation of the people involved in the processes. Analyzing the processes implemented in the company, it's found that the level of maturity has increased by 40% for each of them. The results demonstrate the improved effectiveness and efficiency of the service operation in IT Expert.


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