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http://dspace.udla.edu.ec/handle/33000/8973| Tipo de material : | bachelorThesis |
| Título : | Definición de los niveles de servicios para el centro de educación virtual de la Universidad de las Américas basados en ITIL |
| Autor : | Díaz Mosquera, Mónica Piedad |
| Tutor : | Armendáriz Corrales, Xavier Salvatore |
| Palabras clave : | EDUCACIÓN VIRTUAL;PLATAFORMAS VIRTUALES;UNIVERSIDAD DE LAS AMÉRICAS |
| Fecha de publicación : | 2012 |
| Editorial : | Quito: Universidad de las Américas, 2012 |
| Citación : | Díaz Mosquera, M. P. (2012). Definición de los niveles de servicios para el centro de educación virtual de la Universidad de las Américas basados en ITIL (Tesis de pregrado). Universidad de las Américas, Quito. |
| Resumen : | En la UDLA alrededor del año 2007 por iniciativa de la Dirección Académica de Sistemas se crea el Centro de Educación Virtual que luego formaría lo que es hoy la Unidad de Apoyo Pedagógico Virtual, con el objeto de lograr que la misma, opere con calidad y eficiencia en todos los programas relacionados con E learning... |
| Descripción : | In UDLA around 2007 on the initiative of the Academic Systems creates Virtual Education Center that would later form what is now the Virtual Learning Support Unit, with the aim of making the same, operate with quality and efficiency in all programs related to E-learning. This research is detailed below arises from the need to establish the levels of university community, which is stated in the introduction to this document. To meet the goal, in chapter 2 of this paper we proceed with a study of the theoretical basis of E-learning and international framework for technology service management ITIL that you understand how ITIL best practices regarding service management can help support and deliver quality services. Later in chapter 3 taker place a process of analysis and diagnosis of the current situation of the Virtual Learning Support Unit regarding the delivery and support of services provided, based on three fundamental elements: organization, process and technology. In chapter 4, based on the analysis of the current situation and the use of ITIL best practices, proposed the creation of a service center that is used as a starting point for the development of Service Level Definition, Design logical Services Centre of Unity and the document structure with the definition of levels of service applicable to the Virtual Learning Support Unit, including the recording and monitoring tool of them are detailed throughout this chapter. Chapter 5 contains the conclusions and recommendations obtained during the development of this work degree. |
| URI : | http://dspace.udla.edu.ec/handle/33000/8973 |
| Aparece en las colecciones: | Ingeniería en Sistemas de Computación e Informática |
Ficheros en este ítem:
| Fichero | Descripción | Tamaño | Formato | |
|---|---|---|---|---|
| UDLA-EC-TIS-2012-22.pdf | 30,8 MB | Adobe PDF | Visualizar/Abrir |
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