Análisis para la implementación de un sistema de gestión de incidencias en el ISP Bawebdi del Cantón Pueblo viejo.
| dc.contributor.advisor | Peñaherrera Larenas, Milton Fabian | |
| dc.contributor.author | Barco Monserrate, Washington Javier | |
| dc.date.accessioned | 2023-10-31T17:48:43Z | |
| dc.date.available | 2023-10-31T17:48:43Z | |
| dc.date.issued | 2023 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/14949 | |
| dc.description | An incident management system allows to organize and manage customer information and events, however, the company ISP Bawebdi has problems in the control, allocation and resolution of these incidents, affecting the quality and performance of the service offered by this internet provider. The objective of this research was to analyze the implementation of an incident management system to improve the quality of the Internet service offered by ISP BAWEBDI in the canton of Pueblo Viejo. For this purpose, we used a methodological planning with descriptive and exploratory research that allowed us to observe and analyze the events and inconveniences, as well as their cataloguing. The deductive and inductive methods were relevant for the development of the project since they allowed us to relate different points of view through the collection of information. It was possible to determine the needs and requirements of the company, where it was possible to contrast that the implementation of the incident system will be convenient because it will allow to increase the response time to incidents, as well as its prioritization of incidents, allowing to satisfy the needs and requests of the client. The Incident Management System project at Bawebdi ISP in Puebloviejo Canton seeks to improve the customer experience by providing an efficient platform for managing technical problems and service requests. This will result in increased customer satisfaction and a more efficient operation on the part of the ISP. | es_ES |
| dc.description | An incident management system allows to organize and manage customer information and events, however, the company ISP Bawebdi has problems in the control, allocation and resolution of these incidents, affecting the quality and performance of the service offered by this internet provider. The objective of this research was to analyze the implementation of an incident management system to improve the quality of the Internet service offered by ISP BAWEBDI in the canton of Pueblo Viejo. For this purpose, we used a methodological planning with descriptive and exploratory research that allowed us to observe and analyze the events and inconveniences, as well as their cataloguing. The deductive and inductive methods were relevant for the development of the project since they allowed us to relate different points of view through the collection of information. It was possible to determine the needs and requirements of the company, where it was possible to contrast that the implementation of the incident system will be convenient because it will allow to increase the response time to incidents, as well as its prioritization of incidents, allowing to satisfy the needs and requests of the client. The Incident Management System project at Bawebdi ISP in Puebloviejo Canton seeks to improve the customer experience by providing an efficient platform for managing technical problems and service requests. This will result in increased customer satisfaction and a more efficient operation on the part of the ISP. | es_ES |
| dc.description.abstract | Un sistema de gestión de incidencias permite organizar y gestionar la información de clientes y sucesos, sin embargo, la empresa ISP Bawebdi presenta problemas en el control, asignación y solución de estos incidentes, afectando su calidad y rendimiento del servicio ofrecido por este proveedor de internet. Presentándose la siguiente incógnita. La presente investigación tuvo como objetivo analizar la implementación de un sistema de gestión de incidencias para mejorar la calidad del servicio de internet ofrecido por ISP BAWEBDI en el cantón Pueblo Viejo. Con este propósito se utilizó una planificación metodológica con investigaciones descriptivas y exploratorias que nos permitió observar y analizar los sucesos e inconvenientes, así como la catalogalizacion de los mismos. Respecto a sus métodos deductivos e inductivos que fueron relevantes para el desarrollo del proyecto ya que permitieron relacionar diferentes puntos de vista a través de la recolección de la información. Se logro determinar las necesidades y requerimientos de la empresa, donde se pudo contrastar que la implementación del sistema de incidencias será conveniente porque permitirá aumentar el tiempo de respuesta ante incidentes, así como su priorización de incidentes, permitiendo satisfacer las necesidades y solicitudes del cliente. El proyecto de Sistema de Gestión de Incidencias en el ISP Bawebdi del Cantón Puebloviejo busca mejorar la experiencia del cliente al proporcionar una plataforma eficiente para la gestión de problemas técnicos y solicitudes de servicio. Esto resultará en una mayor satisfacción del cliente y una operación más eficiente por parte del proveedor de servicios de Internet. | es_ES |
| dc.format.extent | 65 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2023 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | IMPLEMENTACIÓN | es_ES |
| dc.subject | INCIDENCIAS | es_ES |
| dc.subject | SATISFACCIÓN | es_ES |
| dc.subject | CLIENTES | es_ES |
| dc.subject | GESTIÓN | es_ES |
| dc.subject | EMPRESA | es_ES |
| dc.subject | PROBLEMAS | es_ES |
| dc.title | Análisis para la implementación de un sistema de gestión de incidencias en el ISP Bawebdi del Cantón Pueblo viejo. | es_ES |
| dc.type | bachelorThesis | es_ES |
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