• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文会议>Iberian Conference on Information Systems and Technologies >IT service management using ITIL v3: A case study
【24h】

IT service management using ITIL v3: A case study

机译：使用ITIL v3的IT服务管理：案例研究

获取原文
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

The organizations adopt best practices that guarantee the quality of their services agreed with their clients. Universities are not unrelated to this need, because they need to have processes that facilitate the service management. This article presents an experience of the adoption of ITIL best practices in the Service Desk area for the management of incidents and requirements through a Web system (GLPI). The area has processes that facilitate the management of services, however it is not aligned with an IT services management framework that allows them to offer a quality service to their users. It is proposed to improve these processes and to implement new processes necessary to increase the level of perceived quality, applying the ITIL framework. The results show greater user satisfaction.
机译：这些组织采用最佳实践来保证与客户达成一致的服务质量。大学与这种需求无关，因为它们需要具有有助于服务管理的流程。本文介绍了通过Web系统（GLPI）在服务台区域采用ITIL最佳实践来管理事件和需求的经验。该区域具有促进服务管理的流程，但是与IT服务管理框架不一致，后者无法使他们向用户提供优质的服务。建议采用ITIL框架来改进这些过程并实施提高感知质量水平所必需的新过程。结果显示出更高的用户满意度。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号