Modelo para evaluación de ofertas de herramientas de gestión de mesa de servicios TI basado en mejores prácticas ITIL V3 para una institución financiera.

Abstract

The IT area faces challenges to offer a service of quality and efficiency in companies, such as adapting to changing and complex environments, managing problems with fast and accurate solutions, among others. Such is the case of financial institutions, whose service desk area seeks to provide the best practices of international quality standards. We sought to implement a solution that assesses the level of compliance of software processes for service desk management based on the ITIL® V3 management model, to evaluate Aranda Software and Proactivanet, and determine which one responds to the management model. The catalog of services of the financial institutions and the priorities in response time of the levels of services were known; Help desk processes were determined: event management, access, incident, problem management and request fulfillment. The experts who evaluated the service desk software using the tool developed were oriented towards the effectiveness of Aranda Software, as it complies with 13 certified ITIL® V3 processes, in addition to being ready to configure and use. It was concluded that the tool is efficient, so it would be recommended to implement it in other companies.