Computing

Questions

 

1. Do you think it is useful to record the incidents that occur in the use of the computer system?

 Why?

  Yes, because those errors will be reflected in a place and will have a follow-up and a solution, when it is analyzed you can improve the service.

     2. What do you think a methodology can contribute to this field of computing?

   It would be helping you to improve the service as it could reach

His objectives.

        3. What is the point of support technicians being organized by levels?

           It makes a lot of sense because top-tier technicians are general technicians with great knowledge, although not very deep.

While the second level have the deepest knowledge, but about one area.

     4. What incidents can a technician attend user notices directly without using the established incident communication means?

Do those drawbacks coincide from the user's perspective?

1. They would not see them the same because the user would be seeing an incident management and the technician would not.

1. 5. Look for information about the origins of itil and its relationship with iso / iec 20000.

1. ITIL originated from a government initiative. In the 1980s, the British government intensified its computerization program, generating the decentralization of the IT sector, turning many of its entities into global organizations.

Your relationship with iso On the other hand, the ISO 20000 standard offers the possibility of certification to organizations or companies while the ITIL standard only offers the possibility of certification to individuals.

      in this video you will be able to better understand the subject

programs that exist for incident management

1. Zendesk

Zendesk is Help Desk software in the cloud. It offers customizable tools to manage a customer service portal, a self-help page, and online communities. The solution offers a front-end portal, chat functions, and integration with tools such as Salesforce CRM or Google Analytics. Zendesk is used in a wide range of verticals, including technology, government, media, and retail, from small to large.

2. Zoho Desk

Zoho Desk is a cloud solution owned by Zoho Corporation. Key features include support ticket management, a customer service portal, contract management, and reporting.

3. Servicetonic

Servicetonic is employed by several leading companies in the market to manage their customer service with satisfactory results. Its Help Desk software is cloud-based, so it does not require installation on your company's servers and it has a professional support team that will help you with its implementation.

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STANDARDS AND ISO, ITIL AND COBIT STANDARDS

ISO	COBIT	ITIL
(International Standard Organization) They are international norms and standards designed for the development of products and services that companies must use for better efficiency and economic profitability. Among the most standards featured are:  -quality (ISO 9000), Safety and Health (ISO 22000), Risk Management (ISO 31000), R&D&I (ISO 16000), Social Responsibility (ISO 26000), etc.   -Special compendium for information technologies (IT), corresponding to the international standard ISO 20000.  Roughly speaking; compiles processes focused on the effective management of IT services for internal and external customers.   The ISO 20000 standards are deployed in two documents: -ISO 20000-1: It covers mandatory requirements to provide IT services. It pursues the provision of effective service management for companies and their customers.   -ISO 20000-2: It details the set of practices for the management of services related to the first document.	They are a set of tools and practices aimed at ensuring the control and monitoring of governance of Information Systems in the long term through audits. Framing the entire information process of the company, compiling and organizing the information from its creation to its final disposition.   -Provides "healthy practices" through a Frame of Reference of domains, processes and activities.  It presents activities in a manageable and logical structure. Link business goals to IT goals.   -Focuses on business needs and legal requirements. Aligning IT and business practices.   -Providing metrics and maturity models to measure your achievements. Aligned with control and auditing standards.   -Improves incident and request management through the focus on support capabilities. It provides tools to the person in charge of the processes that facilitate the fulfillment of this task.   -Look for how to make the best use of technologies for the company to achieve its objectives. It guarantees the effectiveness and efficiency of the technological systems in action.	The acronym ITIL stands for Information Technology Infrastructure Library, which we translate literally as Information Technology Infrastructure Library. ITIL is a good practice guide for the management of information technology (IT) services. The ITIL guide has been developed to cover all IT infrastructure, development and operations and manage it towards improving the quality of service.   All processes have the following characteristics: -They have some inputs, some outputs and some specific results. They are initiated in response to an event.   They are measurable.   -They have a receiver of the result of the process.   -A role is a set of responsibilities, activities and authorizations assigned to a person or a team.  IN ITIL, a series of roles are defined for each process in order to ensure that all the necessary tasks are performed within the process. A person can have multiple roles assigned to them. Measure to be able to manage: -You can't manage what you can't control. You can't control what you can't measure. -You can't measure what you can't define.

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