Please use this identifier to cite or link to this item: http://hdl.handle.net/10609/126976
Title: Creación y Gestión de un CAU
Author: Díaz Riquelme, José Manuel
Director: Panadero Martínez, Javier
Tutor: Colobran Huguet, Miquel
Keywords: support
users
incidents
USC
helpdesk
Issue Date: 3-Jan-2021
Publisher: Universitat Oberta de Catalunya (UOC)
Abstract: In many of today's organizations, the same line of evolution has not been followed between the need for Information Technology and the personnel hired to support and maintain it. Because of the growing dependence on ICT and the tendency of companies to operate 24 hours a day and 364 days a year, make the correct functioning of ICT crucial. This unwavering link between the development of organizations and ICTs means that a User Support Center correctly aligned with business plans will facilitate the path to success for organizations. Nowadays it is unthinkable to have a large organization without a Helpdesk that is organized and trained enough of dealing with the requests and incidents. This project addresses the implementation of a Helpdesk in large organizations where the disruption of systems would lead to failure in their objectives. We will use, as an example, the non real organization Sahu Salud, a hospital company with several centers distributed along several geographical locations with its support to ICT are deficient. This situation is stopping some services, which causes demotivation in customers, employees, as well as in the management of the company. For those reasons, the current situation of the organization will be studied and therefore the necessary infrastructure at different levels for the creation of a Helpdesk will be defined. Levels such as Communications, physical location, Human Resources, as well as the software tools available in the market for the management of ticketing services will be considered. A detailed project will be elaborated emphasizing the viability to get the attention of the company's management in order to demonstrate the real need of implementing a Helpdesk system.
Language: Spanish
URI: http://hdl.handle.net/10609/126976
Appears in Collections:Trabajos finales de carrera, trabajos de investigación, etc.

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