Diseño de mesa de servicios para la Cooperativa de Ahorro y Crédito Jardín Azuayo con base en la metodología ITIL versión 4

Abstract

Jardín Azuayo is a financial organization that seeks to satisfy the needs of people through effective and accessible services, hence the need to generate comprehensive service units that allow generating added value and satisfaction in the users. The main objective of this integrating project "Design of the service desk" is to attend in a timely and agile manner the requests, requirements and incidents presented in a service, for this, the current situation of the cooperative and the main requirements addressed were first analyzed. in channels. A fundamental pillar of the institutional strategic plan is to appeal to innovation and continuous improvement; Therefore, the ITIL 4 methodology was adopted for its development, which is currently focused on the creation of strategic processes to guide the institution's collaborators in their daily activities. This proposal adopted strategic management practices that allow generating clear and concise guidelines, from knowing the demand of users in services to the generation of responsibilities, care processes, continuous improvement activities and control indicators. Consequently, by creating a catalog of services, the channeling and management of requirements and incidents was designed correctly, however, for its functionality, service level agreements were established that in turn allow defining parameters such as schedules and tools of support.