Implementación de un centro de servicios de tecnología de información

Abstract

The Systems staff was assigned multifunction systems which prevented perform their duties effectively. Also the staff was physically dispersed departments whose operations are considered critical to the business in order to ensure continuity and service delivery.Before the decision to implement a new Enterprise Resources Planning (ERP) that would demand a greater emphasis on administration and support, previously decided to implement a strategy to centralize in a single physical location to all employees and also reorganized separating by specialized than those related to user support functions. Specialized staff primarily requires analytical skills while staff support end user needs to develop skills focused on the customer and solve problems. Similarly to record the activities of the area and be able to manage them professionally management software Services Information Technology (IT) and Support Center aligned to the best practices of Information Technology Infrastructure Library (ITIL) was implemented.