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http://dspace.udla.edu.ec/handle/33000/6003| Tipo de material : | bachelorThesis |
| Título : | Implementación de una mesa de soporte a usuario para atención de incidentes de estudiantes en modalidad E-Learning basado en el marco de referencia de ITIL |
| Autor : | Mora Di Mattia, Andrés Antonio |
| Tutor : | Armas Pallasco, Eddy Mauricio |
| Palabras clave : | MESA DE AYUDA;PLATAFORMA VIRTUAL;EDUCACIÓN VIRTUAL;TECNOLOGÍAS DE LA INFORMACIÓN Y COMUNICACIÓN |
| Fecha de publicación : | 2016 |
| Editorial : | Quito: Universidad de las Américas, 2016 |
| Citación : | Mora Di Mattia, A. A. (2016). Implementación de una mesa de soporte a usuario para atención de incidentes de estudiantes en modalidad E-Learning basado en el marco de referencia de ITIL (Tesis de pregrado). Universidad de las Américas, Quito. |
| Resumen : | El mundo competitivo en el que vivimos exige grandes desafíos personales, profesionales y educativos... |
| Descripción : | In the competitive wolrd we live in today many personal, professional and educative challenges are required. As time goes by we find oursleves with less time on our hands for one single activity, for that reason a lot of times we don’t have the opportunity to do certain things we deem important in our lives. Under these circumstances, people and enterprises must find alternative ways to train, for example a virtual alternative. It is in this particular moment where the information and communications technology (ICT) become a key part of this learning scheme; for that reason, several companies try to develop processes that involve these new techniques. In addition, it is essential that students under the methodology of virtual training have online tools to ask for help with problems that can appear with the technological interaction in the e-learning platform. This support has to be not only a value-added, but also an indispensable tool that allows a more efficient interaction with the virtual training platform. In the same way, the staff responsible of supporting the development of the courses in e-learning need an automated platform as support, this allows to manage the help required by the users. This tool will make viable the management of incidents reported, accredit the proper technician and assign activities to the executed operation. This thesis project has the general objective to implement a user support system for incident response to students in e-learning based on the ITIL framework under a free software platform. It was possible to obtain process based on the best practices of ITIL, with good integration between the free software system used (Moodle and GLPI), which are supported under Linux (Ubuntu) server with a lightweight protocol Directory Access (LDAP) for creating users with the ease of following up on issues raised by customers through the platform and email service (SMTP) as a value-added. |
| URI : | http://dspace.udla.edu.ec/handle/33000/6003 |
| Aparece en las colecciones: | Ingeniería en Sistemas de Computación e Informática |
Ficheros en este ítem:
| Fichero | Descripción | Tamaño | Formato | |
|---|---|---|---|---|
| UDLA-EC-TIS-2016-12.pdf | 4,16 MB | Adobe PDF |  Visualizar/Abrir |
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