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Title: Sistema de inteligencia de negocio para la mejora de un service desk
Author: Pereiro Conde, Marcos
Director: Daradoumis Haralabus, Atanasi  
Tutor: Andrés Sanz, Humberto
Keywords: service desk
business intelligence
machine learning
Issue Date: Jun-2019
Publisher: Universitat Oberta de Catalunya (UOC)
Abstract: IT services have become an essential part of organizations and ensuring their proper operation is required to achieve corporate success. In that sense, the correct handling of incidents and requests through Service Desk contributes to improve customer satisfaction by ensuring service level agreements are met. Improper management of the Service Desk can result in low levels of efficiency and productivity, with consequent economic losses, and the customer's satisfaction loss in service as well as systems. That is especially important in IT service providers, where the Service Desk function is strongly related to their value chain and the success or failure of this management impacts directly on their incomes. The purpose of this work is the design and construction of a Business Intelligence system applied to the management of a Service Desk in the scope of an IT provider. It will show how the construction of a data warehouse and the use of presentation tools eases data analysis and exploration, bringing better decisions and contributing to optimize the use of resources, increase the quality service and improve customer experience.
Language: Spanish
Appears in Collections:Bachelor thesis, research projects, etc.

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