Please use this identifier to cite or link to this item:
http://hdl.handle.net/10609/59786
Title: | Wiki para planes de calidad en servicios de mantenimiento |
Author: | Canales Romero, Javier |
Tutor: | Martí Pintanel, Javier |
Others: | 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. |
Keywords: | ITIL knowledge KMS service quality Wiki |
Document type: | info:eu-repo/semantics/bachelorThesis |
Issue Date: | 28-Jan-2017 |
Publication license: | http://www.gnu.org/copyleft/fdl.html |
Appears in Collections: | Trabajos finales de carrera, trabajos de investigación, etc. |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
jcanalesrTFC0117presentación.mp4 | Defensa del PFC | 29,24 MB | MP4 | View/Open |
jcanalesrTFC0117producto.ova | Máquina Virtual con el producto resultante del PFC | 849,23 MB | Unknown | View/Open |
jcanalesrTFC0117presentación.pdf | Presentación del PFC | 2,7 MB | Adobe PDF | View/Open |
jcanalesrTFC0117memoria.pdf | Memoria del PFC | 5,21 MB | Adobe PDF | View/Open |
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