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http://hdl.handle.net/10609/149533
Title: | SGC para un Help Desk |
Author: | Valera Reina, Daniel |
Tutor: | Martí Pintanel, Javier |
Others: | Daradoumis, Thanasis |
Abstract: | The company used as a reference for this work stores the documentation (site data, manuals, installation guides, etc.) in a shared repository via a network disk, which sometimes leads to a lack of efficiency among technicians. All these problems result in a poor distribution of the human resources available in the Help Desk, as technicians cannot carry out their work in an efficient and organised manner, with repercussions on the attention received by the user. In addition, it alters the basic principles of a Knowledge Management System (KMS) such as collecting, storing, updating and consulting. In this work, a Knowledge Management System (KMS) has been developed to solve the above problems. In this sense, a functional prototype has been obtained that allows the Help Desk department to improve both effectiveness and efficiency through proper knowledge management. On the other hand, a methodology based on PMBOK has been used, carrying out a planning of tasks in cascade, a decision that has been key to successfully complete the project. |
Keywords: | gestión del conocimiento gestión documental Alfresco Community |
Document type: | info:eu-repo/semantics/bachelorThesis |
Issue Date: | 18-Jan-2024 |
Publication license: | http://creativecommons.org/licenses/by-nc-nd/3.0/es/ |
Appears in Collections: | Trabajos finales de carrera, trabajos de investigación, etc. |
Files in This Item:
File | Description | Size | Format | |
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dvalerarTFG0124memoria.pdf | Memoria del TFG | 4,97 MB | Adobe PDF | View/Open |
dvalerarTFG0124presentacion.pdf | Presentación del TFG | 685,85 kB | Adobe PDF | View/Open |
dvalerarTFG0124videopresentacion.mp4 | Video presentación del TFG | 240,07 MB | MP4 | View/Open |
dvalerarTFG0124accesodescargamaquinasvirtuales.txt | Link descarga MV | 303 B | Text | View/Open |
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