Herramienta para la evaluación de la adecuación de software al proceso de gestión de incidentes de ITIL
[EN] The Information Technology (IT) and Information Systems (IS) are becoming increasingly important in business and get help achieve their corporate objectives efficiently. This importance is a growing trend, and based on that, the need to properly manage these IT arises. To bring that management...
| Autores: | , |
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| Tipo de recurso: | artículo |
| Fecha de publicación: | 2014 |
| País: | España |
| Institución: | Universitat Politècnica de València (UPV) |
| Repositorio: | RiuNet. Repositorio Institucional de la Universitat Politécnica de Valéncia |
| Idioma: | español |
| OAI Identifier: | oai:riunet.upv.es:10251/52745 |
| Acceso en línea: | https://riunet.upv.es/handle/10251/52745 |
| Access Level: | acceso abierto |
| Palabra clave: | ITIL ITSM Support tools Incident management Service Desk Herramientas de apoyo Gestión de incidencias ORGANIZACION DE EMPRESAS |
| Sumario: | [EN] The Information Technology (IT) and Information Systems (IS) are becoming increasingly important in business and get help achieve their corporate objectives efficiently. This importance is a growing trend, and based on that, the need to properly manage these IT arises. To bring that management properly, a number of frameworks appear to perform such management in a systematic and organized way. The implementation of these frameworks, such as ITIL, is complex, and must be supported by the right tools. But it is not easy to know if a tool is appropriate, or meets the requirements. This paper presents a model for evaluating tools for managing one of the key processes defined in ITIL is presented, as is the Incident Management process. |
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