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https://repositorio.ucm.edu.co/handle/10839/3473| Title: | Formular e implementar la Mesa de Ayuda/Servicios y Gestión de Incidencias para la prestación de servicios del proceso TIC en Audifarma S.A. |
| Authors: | Cardona Calderón, Juliana |
| Advisor: | Toro Mejía, Guillermo Hernán |
| Keywords: | ISO 9001de 2015 Gestión de Calidad Gestión de servicios |
| Keywords: | ISO 9001 of 2015 Quality Management Service Management |
| Publisher: | Universidad Católica de Manizales |
| Abstract(esp): | La gerencia de TIC de Audifarma dentro del plan estratégico PETIC, tiene contemplado la implementación de ITIL 4. ITIL cuenta con 34 prácticas, dentro de estas se encuentra la Mesa de Ayuda y la Gestión de Incidencias, las cuales contribuyen a mejorar el servicio brindado a las partes interesadas. |
| Abstract(eng): | The ICT management of Audifarma within the PETIC strategic plan, has contemplated the implementation of ITIL 4. ITIL has 34 practices, within these is the Help Desk and Incident Management, which contribute to improving the service provided to customers. The interested parts. |
| URI: | https://repositorio.ucm.edu.co/handle/10839/3473 |
| Appears in Collections: | Especialización en Gerencia de la Calidad |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Formular_implementar_Mesa_Ayuda_Servicios_Gestión_Incidencias_prestación_servicios_proceso_TIC_Audifarma_S.A..pdf | Texto Completo | 2.75 MB | Adobe PDF |  View/Open |
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