Modelo de ecosistema digital para mesas de servicio de tecnologías de la información en entidades financieras

Abstract

A service desk is the single point of contact between an IT team and the different users of an organization, it is where IT-related requirements and incidents are centralized and managed according to a standard adopted by the organization, but being aligned to a standard very possibly does not guarantee that the care and management of the services is provided correctly. This project is focused on designing a digital ecosystem model for IT service desks in financial entities that facilitates the automation of tasks, acceleration of processes, reduction of centralization and response times, generating greater productivity and cost reduction, quality management of services and a better customer experience.