Metodología para la predicción de problemas referentes a las TIC en organizaciones de servicios generales

Abstract

This thesis is to show the efficiency of implementing a help desk application with a predictive model for the definition of a catalog of services, with the execution of good practices for the management of technological services through a quality standard to guarantee these services. accordingly, the general services company intends to resolve the requests and requirements of users through application, keeping the life cycle of each incident centralized. This Help Desk system was developed using the PHP programming language, with the HTML5 structure, its CSS styles defined by Bootstrap and its MYSQL database engine. With the creation of an entity-relationship model suitable for the needs of the company, a ticket management module, user module, manual module and a descriptive analysis module of the tickets found in the base.