Diseño de buenas prácticas apoyadas en ITIL para la gestión de la operación de los servicios de tecnologías de la información de la Oficina Asesora de Sistemas de la Universidad Distrital
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Resumen
ITIL (Information Technology Infrastructure Library) provides a set of good practices focused on managing IT (Information Technology) service life cycle. This compendium of concepts is used as the focus of this research, because the purpose of this project consisted of reviewing this framework and according to this, design a guide of good practices for the service operation of the Oficina Asesora de Sistemas of the Universidad Distrital “Francisco José de Caldas”, considering that currently presents weaknesses around the use and appropriation of the procedures framed in this aspect. Throughout this work, are presented the principles, practices and concepts of ITIL, related to the service operation management. A diagnosis of the maturity level of the Oficina Asesora de Sistemas (OAS) processes, was carried out in terms of the services operation, followed by the definition and design of the product of this work and guidelines and recommendations for the correct management of services operation.