Propuesta de implementación de una mesa de servicio basada en las mejores prácticas de Itil V4 para industrias Pacer
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Date
2025-05-26
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Universidad Tecnológica Centroamericana UNITEC
Abstract
La implementación de una mesa de servicio en Industrias Pacer, basada en las mejores prácticas de ITIL V4, tiene como objetivo optimizar la gestión de incidentes y solicitudes para mejorar la eficiencia operativa, la calidad del servicio y la satisfacción de los usuarios internos. Actualmente, la organización enfrenta importantes retos debido a la falta de una mesa de servicio formal, lo que ha provocado desorganización en el seguimiento y resolución de problemas, afectando la productividad y percepción del soporte técnico. A través de encuestas y entrevistas realizadas a los colaboradores, se identificaron áreas críticas como la ausencia de un sistema centralizado y la carencia de indicadores clave de rendimiento (KPIs). La propuesta se centra en acciones estratégicas como la capacitación del personal de TI en fundamentos de ITIL V4, la adopción de una herramienta tecnológica para centralizar la gestión, y la promoción del autoservicio entre los usuarios. Estas acciones buscan garantizar procesos estandarizados, accesibles y alineados con estándares internacionales, mejorando tanto la percepción como la efectividad del soporte interno.
Palabras claves: (Herramienta Tecnológica, Industrias Pacer, ITIL, Mesa de Servicio, Soporte)
The implementation of a service desk at Industrias Pacer, based on the best practices of ITIL V4, aims to optimize incident and request management to improve operational efficiency, service quality, and internal user satisfaction. Currently, the organization faces significant challenges due to the lack of a formal service desk, which has led to disorganization in the tracking and resolution of issues, affecting productivity and the perception of technical support. Through surveys and interviews conducted with employees, critical areas were identified, such as the absence of a centralized system and the lack of key performance indicators (KPIs). The proposal focuses on strategic actions such as training the IT staff in ITIL V4 fundamentals, adopting a technological tool to centralize management, and promoting self-service among users. These actions aim to ensure standardized, accessible processes aligned with international standards, improving both the perception and effectiveness of internal support. Keywords: (ITIL, Pacer Industies, Service Desk, Support, Technological Tool)
The implementation of a service desk at Industrias Pacer, based on the best practices of ITIL V4, aims to optimize incident and request management to improve operational efficiency, service quality, and internal user satisfaction. Currently, the organization faces significant challenges due to the lack of a formal service desk, which has led to disorganization in the tracking and resolution of issues, affecting productivity and the perception of technical support. Through surveys and interviews conducted with employees, critical areas were identified, such as the absence of a centralized system and the lack of key performance indicators (KPIs). The proposal focuses on strategic actions such as training the IT staff in ITIL V4 fundamentals, adopting a technological tool to centralize management, and promoting self-service among users. These actions aim to ensure standardized, accessible processes aligned with international standards, improving both the perception and effectiveness of internal support. Keywords: (ITIL, Pacer Industies, Service Desk, Support, Technological Tool)
Keywords
Herramienta Tecnológica, Industrias Pacer, Mesa de Servicio