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Title: Service Desk 2.0 Proposta de redefinició i implantació de nous processos
Author: Xandre Pertegàs, Laura
Gassol Valldosera, Oriol
Abstract: This TFG is aimed at the redefinition of existing processes and the implementation of new processes of the Service Desk of a Local Public Administration, using ITIL v4 as a guide of good practices, with the aim of improving the IT services provided, the satisfaction of customers and users, productivity and reducing costs. This work will address the improvement of the current Service Desk, obtaining what we will call Service Desk 2.0, which will involve the review of existing processes that are operational (incident management process and service requests) and the implementation of new processes (definition of the service catalogue, knowledge management process, service level management process, delivery and implementation management process), these processes being considered essential for the proper functioning of the Service Desk.
Keywords: ITSM
process management
service catalogue
Type: info:eu-repo/semantics/bachelorThesis
Issue Date: 11-Jan-2022
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Appears in Collections:Bachelor thesis, research projects, etc.

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