Herramienta de gestión de servicios TIC ITOP para la Oficina Asesora de Sistemas de la Universidad Distrital

Abstract

The implementation of good practices at the Information Technology level is essential within any organization, since applying them allows improving the quality of the management of technological services, which affects the missionary productivity of the entities. Hence, senior management must apply models that allow them to align the strategy of the organization with the strategic objectives of the IT area. Applying these improved models to customer satisfaction, an important item in every organization, but there is a complexity in applying them, and this radio in companies is in a dynamic environment, and adopting IT management models is a decision in which it is not You can improvise, so it is necessary to go to benchmark and proven models in the market and implement new technologies, in order to meet the new needs of organizations. Based on the previous explanation, the analysis of the implementation of IT government management is proposed with the help of the iTop technology tool, created under mature guidelines such as ITIL practices, widely recognized, in the Systems Advisory Office (OAS)of the UDFJC. ITop is chosen as it is a tool with extensive experience, aimed at companies that manage IT services, adopted by large companies successfully, which allows those responsible to easily manage the multiple tasks assigned to them. It is a robust tool, OpenSource, Web that offers a rich set of features in business processes to improve the efficiency of IT management, thus boosting the performance of the IT operation. Keywords: Universidad Distrital, UD, Itop, IT Management.