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http://hdl.handle.net/10609/108787
Title: Aprovisionamiento ServiceDesk & ITSM Quirónsalud
Author: Alonso Ludeña, Sergio
Director: Marco Simó, Josep Maria  
Tutor: Alcalá Gómez, José Rafael
Keywords: service desk
help desk
IT service management
ITIL
ICT support
Issue Date: 16-Dec-2019
Publisher: Universitat Oberta de Catalunya (UOC)
Abstract: Although in the field of Information Technologies (IT), support and basic management should be completely outperformed, based on the maturity and expansion of best practice methodologies such as ITIL, but the reality of many companies is quite different. This end-of-grade project (TFG) is developed on a real problem with the Quirónsalud support model, leading company in the private healthcare sector in Spain, who delegated the first-tier support service and the 'IT Service Manager' System to a provider. The service and the ITSM system are deficient and, after several failed action plans, the company decides to start a complete reengineering project. The TFG will develop the procurement phase of this new project, the provisioning of the first level of support and the new ITSM system. And finally, it will define, at a high level, the implementation project of the new support model, which will be developed outside the scope of this TFG.
Language: Spanish
URI: http://hdl.handle.net/10609/108787
Appears in Collections:Bachelor thesis, research projects, etc.

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