Diseño de procedimientos basados en el marco de referencia Itil v 3.0 para mejorar la gestión de servicios de hardware ofrecidos por la mesa de ayuda Olímpica S.A. en la ciudad de Barranquilla
Gómez De La Hoz, Wilkis Herney | 2011
The objective of this paper is to design procedures based on the ITIL framework v
3.0 for improved hardware management services offered by the Olympic helpdesk
sa in the city of Barranquilla. For the study, a description of the service
management help desk to implement the ITIL framework V 3.0, as well as an
online survey of the Points of Service, Warehouses and trades that make use of
the Service offered by Help Desk Olympic SA and in which we observed that
centralization has brought a series of changes as the implementation of
communication platforms, remote assistance tools, software for event management
systems, including technological resources to meet the user satisfaction, but also
increased the volume of calls at a single point, creating bottlenecks sometimes
leaving without being served or applications without being resolved effectively.
Therefore complaints have been presented as a delay in answering calls and
delays in the holder as well as the user dissatisfaction with the quality of service.
As a consequence, created a tense atmosphere is both the agent of the Help Desk
by the increased volume of calls to the user who requires support and can not be
addressed in due course.
It is proposed to perform the following activities to improve Service Management
Hardware Help Desk Olympic SA:
Educate users to use the mail for this does not become congested telephone lines,
especially Avaya, by presenting the portfolio of services, help desk and the means
by which you can access by Technical Assistance Matrix Media, likewise incidents
must be provided which can be sent by mail (such as those services that do not
require immediate attention and maintenance of PCs, printers, scales, etc.
requiring equipment and technical assistance at the point where the user is) and which can be requested through the call, just as we recommend the use of a Matrix
Solutions (Poka Yoke) with the devices and the most common problems along with
their solutions that the user can consecutively be clear about the roles of persons
responsible for each activity by establishing a matrix of activities duties or RACI Vs
Establish a policy duration per call depending on the customer's request, detailing
the required protocol for call-effective, indicating the description of the incident and
the maximum duration of the call.
Conduct a job analysis to study the possibility of hiring more agents to the help
desk, taking into account the number of calls received vs. the number of people
who care for in this way to improve the focus on what refers to delays in care of the