Diseño de la mesa de servicios para gestión de eventos en la red de acceso y transporte de un prestador de servicios de telecomunicaciones

Abstract

Due to the need of telecommunication companies to make a detailed follow-up and control of the solution of incidents in their own network. The market has presented different IT management tools that allow to generate tickets and document them, in order to track the solutions for each particular situation. In this sense, the following project presents the design of the service desk, based on the GLPI tool, for a telecommunications company, which allows the management of network incidents providing the tools for measuring OLA's and SLA's that regulate the solution times, and, generate reports related to the daily operation, ensuring that these tickets are assigned to the areas responsible for the management and resolution of such events.