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http://hdl.handle.net/10609/59786
Title: Wiki para planes de calidad en servicios de mantenimiento
Author: Canales Romero, Javier
Director: Martí Pintanel, Javier
Others: Universitat Oberta de Catalunya
Keywords: ITIL
knowledge
KMS
service
quality
Wiki
Issue Date: 28-Jan-2017
Publisher: Universitat Oberta de Catalunya
Abstract: The IT areas of the current organizations are immersed in a process of professionalization through the process of their activities and the outsourcing of those activities critical to the business and that the IT area gives them a value difficult to justify to the management. Within this framework, we highlight the maintenance services, either for business applications, or the infrastructures that support the information systems. The process of outsourcing these services has been running for years, but has always been characterized by its heterogeneity both in terms of suppliers and in the requirements of the IT departments themselves. From this context, the present project establishes a KMS that feels the bases for the homogenization in the treatment and generation of the documentation associated with the service itself and that is constant throughout the life cycle of a maintenance service (independent if it is applications or infrastructures). It takes advantage of the creation of a KMS (with the support of a wiki), to develop a quality plan (PdC) on a fictitious service based on ITIL v3 covering the main processes of any maintenance service.
Language: Spanish
URI: http://hdl.handle.net/10609/59786
Appears in Collections:Bachelor thesis, research projects, etc.

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jcanalesrTFC0117presentación.mp4Defensa del PFC29.24 MBMP4View/Open
jcanalesrTFC0117producto.ovaMáquina Virtual con el producto resultante del PFC849.23 MBUnknownView/Open
jcanalesrTFC0117presentación.pdfPresentación del PFC2.7 MBAdobe PDFView/Open
jcanalesrTFC0117memoria.pdfMemoria del PFC5.21 MBAdobe PDFView/Open

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