UNIVERSIDAD INTERNACIONAL SEK

“Implementación de un Service Desk para la gestión de la infraestructura tecnológica para la empresa AlphaElectronics, basado en ITIL v 3”ABSTRACT“IMPLEMENTATION OF A SERVICE DESK FOR MANAGING THETECHNOLOGICAL INFRASTRUCTURE USING ITIL V3 ”María Alexandra Benítez, Student from Systems Engineering of the University InternationalSEK.E-mail: marialebenitezd@gmail.comAbstract:This project is based on the implementation of a Service Desk for Alpha ElectronicsCompany, with the aim to improve the management of services and technology infrastructureresources offered to users and customers. Alpha Electronics is an enterprise, which before theimplementation didn’t know anything about IT Service; the staff of Customer Service onlyoffered technical support to costumers and work was not completed properly. It all startedwhen the business users had problems with IT Services and Resources, and the necessary staffto solve these requirements was not available. The library of best practices "ITIL", by usingthe Service Lifecycle, allowed organizing the services, resources and IT changes. It alsoestablished processes and procedures to carry out certain activities and gave newresponsibilities to company staff. In this way users and customers of Alpha Electronicsbenefited with the implementation, because it improved communication, satisfaction,availability, and security. The Service Desk was built by the phases of Service Lifecycle thatare the strategy, design, transition and implementation, which used different processes such asfinancial management, service catalog management, change management and incidentmanagement. All of the above allowed Alpha Electronics to provide better service to theircustomers and users.Keywords: ITIL, Service, technological resources, Technological Infrastructure,2