INGLISH/

HELP DESK (2012)

(Tools without limits)

Currently, productivity at work is closely related to the proper functioning of the software and hardware elements. Therefore, it is necessary and important to offer support services to users.

REGISTER INCIDENTS ON THE SYSTEM:

Recognizing incidents can help improve service. Therefore, by recognizing incidents, it is possible to generate a quick and effective solution to each one of them. Also, it allows the improvement of old software and proper monitoring of these.

 

THEN WOULD YOU CONSIDER THIS USEFUL? 

I consider the follow-up of incidents useful; since, this allows you to improve your experience together with computer software, making it a body without errors, which makes it easier for you to control part of it quickly and easily.

WHAT DO YOU THINK THAT A METHODOLOGY CAN CONTRIBUTE TO THIS FIELD OF INFORMATICS 

A methodology can contribute to this field a better management of incidents and failures of its devices, such as better handling of the appropriate procedures, being even more effective against each of the incidents found. By

For example, based on the particular needs of people, such as the most common failures and mistakes, among others.

WHAT IS THE SENSE OF SUPPORT TECHNICIANS ORGANIZING IN LEVELS?

Each representative has their own level as an implemented method of organizing for predetermined needs, thus giving consumers a quick and efficient solution.

WHAT INCONVENIENCES CAN GENERATE FOR A TECHNICIAN ATTENDING USER WARNINGS DIRECTLY WITHOUT USING THE ESTABLISHED INCIDENT COMMUNICATION MEANS? 

The inconveniences that can be generated range from:

Communication methods must be pre-established in a customer-to-technician conversation.

Bad communication.

Demonstrates a lack of organization in the customer service system.

An incomplete service by the technician.

DO THESE INCONVENIENTS COINCIDE FROM THE USER'S PERSPECTIVE? If these coincide, they all come from the same origin, the failure by the technician, and it is considered a very important point in a company or organization in charge of improving the service and it is their good management of the organization of the incidents that arise in a code very well protected for future use. ORIGINS OF ITIL AND ITS RELATION TO ISO / IEC 20000 ITIL (Information Technology Infrastructure Library), had its origin in a government initiative. In the 1980s, the British government intensified its information program, generating the decentralization of the IT sector, turning many of its entities into global organizations.   ITIL is a collection of books that provide a best practice guide for the delivery and support of best practice technology services; while, ISO / IEC 20000 is limited to the collection of requirements for a quality service management.

DO THESE INCONVENIENTS COINCIDE FROM THE USER'S PERSPECTIVE?

If these coincide, they all come from the same origin, the failure by the technician, and it is considered a very important point in a company or organization in charge of improving the service and it is their good management of the organization of the incidents that arise in a code very well protected for future use.

ORIGINS OF ITIL AND ITS RELATION TO ISO / IEC 20000

ITIL (Information Technology Infrastructure Library), had its origin in a government initiative. In the 1980s, the British government intensified its information program, generating the decentralization of the IT sector, turning many of its entities into global organizations.

 

ITIL is a collection of books that provide a best practice guide for the delivery and support of best practice technology services; while, ISO / IEC 20000 is limited to the collection of requirements for a quality service management.