HELPDESK AS ALTERNATIVE OF SUPPORT AND TECHNOLOGICAL MANAGEMENT FOR A TABASCO COMPANY

Authors

  • Atilano Ortiz González Universidad Juárez Autónoma de Tabasco https://orcid.org/0000-0002-6408-3904
  • Marbella Araceli Gómez Lemus Universidad Juárez Autónoma de Tabasco
  • Karla Alejandra Zurita Cruz Universidad Juárez Autónoma de Tabasco

DOI:

https://doi.org/10.36790/epistemus.v15i30.163

Keywords:

Help Desk, service provider company, technological tool, ITIL methodology

Abstract

This article presents an investigation that aims to propose an improvement in the services provided by a medium-sized Tabasco company. We look for the company to provide flexibility in customer service by optimizing times to achieve customer satisfaction. To this end, the ITIL methodology is applied, which allows the internal processes to be adapted with the help of its five phases: strategy, design, transition, operation, and continuous service improvement. Through an online Help Desk system, the company will automate its techniques, processes, and procedures, including maintaining competitiveness. All these will be applied to our studying company.

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References

M. De la cruz, “Servicios en Techfusione,” Techfusione., Villahermosa, Tabasco, Tech. rep. 002, Enero 2019.

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M. Gómez, Elementos de Estadística Descriptiva. San José, Costa Rica: Editorial Universidad Estatal a Distancia (EUNED), 2018.

Servicetonic. (2021, Febrero). ITIL, estrategia de servicios. [En línea]. Disponible en: https://www.servicetonic.com/es/itil/4-itil-estrategia-de-servicios/.

L. E. Conde-Zhingre, P. A. Quezada-Sarmiento y W. Hernandez, “Propuesta de Arquitectura de mesa de servicios tecnológicos basado en el marco de referencia ITIL V 3.0,” Iberian Conference on Information Systems and Technologies, vol. 1, no. 1, pp. 19-22, Junio 2019, doi: 10.23919/CISTI.2019.8760832.

S.D. Cansado, “Estudio de la fase de operación del servicio de ITIL aplicada a un caso práctico,” Trabajo de grado, Fac. Ingeniería de Telecomunicación, Dpto. Ingeniería Telemática, Universidad de Sevilla, Sevilla, España, 2018.

Published

2021-11-23

How to Cite

Ortiz Gonzalez, A., Gómez Lemus, M. A., & Zurita Cruz, K. A. (2021). HELPDESK AS ALTERNATIVE OF SUPPORT AND TECHNOLOGICAL MANAGEMENT FOR A TABASCO COMPANY. EPISTEMUS, 15(30), 46–52. https://doi.org/10.36790/epistemus.v15i30.163

Issue

Section

Science and Technology Policies

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