Plan de mejoramiento para la gestión de solicitudes sobre los sistemas de información administrados por la Oficina Asesora de Sistemas de la Universidad Distrital

Abstract

Currently, organizations establish processes or adopt methodologies for managing the life cycle of an IT (Information Technology) service, which are a set of good practices that provide a basis for developing processes that support the delivery of services. These methodologies, when initially implemented, are clear and timely, but over time and in accordance with the dynamics or growth of the business model, they must be adjusted, refined or updated according to the improvement opportunities that have been identified and thus seek continuous improvement of the particular area. The Technology and Information Advisory Office - OATI has defined procedures for managing the life cycle of IT services, but it has been shown that, in accordance with the evolution and development of each information system to provide more complete coverage in the The organization's procedures have increased the burden on the area, which means that the times for the end user are affected. That is why the objective of this project is to analyze the process of demand management and resolution of cases of support for the information systems managed by the Technology and Information Advisory Office of the Francisco José de Caldas District University, identifying the shortcomings. and opportunities for improvement in the management of the claim from the filing of the case, through the process until reaching its solution, to design a strategic guide where guidelines and guidelines are defined that help good practices focused on the operation of the service, resulting in a proposal to improve the management of requests by providing particular standards according to the current growth of the area