Sistema de mesa de servicio basado en itil v4, para automatizar procesos de gestión de ti en la UTMACH

Abstract

In the current context of digitalization and dependence on information technologies, the implementation of an efficient Service Desk aligned with best practices has become crucial to ensure the continuity and quality of IT services in organizations. This graduation project aims to implement an IT service desk system based on ITIL v4 for UTMACH. The proposal seeks to automate IT service management processes, aligning them with ITIL best practices. To achieve this, an exhaustive analysis of the current processes was conducted, and improvement opportunities were identified through interviews with department staff. The results show that existing processes have limitations in efficiency and quality, and that the implementation of a more inclusive system could significantly improve IT service management. The chosen solution is Jira Service Management, a tool that allows comprehensive automation and management of key ITIL processes. The evaluation of the proposal indicates a high level of compliance and satisfaction, exceeding 75% in management processes such as Request Management, Incident Management, Problem Management, Change Control, IT Asset Management, Service Level Management (SLM), and Service Desk. In conclusion, the project has successfully identified and addressed key requirements by designing a service desk system that automates IT processes and aligns them with ITIL v4 best practices, which is expected to improve the efficiency and quality of IT services at UTMACH.