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Gestión de Servicios de Tecnología de Información usando ITIL en MIPYME | ||
| Published in: | Innovation in Education and Inclusion : Proceedings of the 16th LACCEI International Multi-Conference for Engineering, Education and Technology |  |
| Date of Conference: | July 18-20, 2018 | |
| Location of Conference: | Lima, Perú | |
| Authors: |
David Santiago Chisco Quintero (Escuela Colombiana de Ingeniería Julio Garavito, CO) Juan Carlos Gutierrez Cantor (Escuela Colombiana de Ingeniería Julio Garavito, CO) Brayan Nicolás Guzman Prieto (Escuela Colombiana de Ingeniería Julio Garavito, CO) Claudia Patricia Santiago Cely (Escuela Colombiana de Ingeniería Julio Garavito, CO) | |
| Full Paper: | #225 | |
Abstract:Nowadays micro, small, and medium-size enterprises (MSME) are more focused on provide Information Technology (IT) services. However, recently studies and professional experiences have found that some of those enterprises have not managed properly its infrastructure and resources even producing economic losses or a standstill in the increase of income. Attending this situation and taking advantage of resources such as the Information Technology Infrastructure Library (ITIL), it has developed an Implantation Guide of all this good practices statements directed to MSME and was validated afterwards through the Escuela Colombiana de Ingeniería Julio Garavito`s Informatic Laboratory that could be consider as a small IT service provider enterprise. As a result of the work developed, there is a standard implantation guide that can be used by any micro, small, or medium-size enterprise in order to a properly adoption of the ITIL statements easily and more graphic. Besides, this project contributes in the improvement and alignment of the IT services with the Laboratory`s objectives, supporting three services by the implementation and configuration of a Service desk, a knowledge management tool and a booking tool | ||