Prediction of problems related to TIC in general service organizations using a neural network
This article shows the efficiency of implementing a Help Desk Application with a predictive model for the definition of a catalog of services, with the execution of good practices for the management of technological services through a quality standard to guarantee these services. Based on that, the...
| Main Authors: | , |
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| Format: | Online |
| Language: | spa |
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Universidad Pedagógica y Tecnológica de Colombia - UPTC
2022
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| Subjects: | |
| Online Access: | https://revistas.uptc.edu.co/index.php/ingenieria_sogamoso/article/view/15023 |
| _version_ | 1801706697919561728 |
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| author | Pinzón Casas , Christian Jesús Vega Escobar, Adriana Marcela |
| author_facet | Pinzón Casas , Christian Jesús Vega Escobar, Adriana Marcela |
| author_sort | Pinzón Casas , Christian Jesús |
| collection | OJS |
| description | This article shows the efficiency of implementing a Help Desk Application with a predictive model for the definition of a catalog of services, with the execution of good practices for the management of technological services through a quality standard to guarantee these services. Based on that, the general services company attempts to resolve the requests andrequirements of users through application, keeping the life cycle of each incident centralized. This Help Desk system wasdeveloped using the PHP programming language, with the HTML5 structure, its CSS styles defined by Bootstrap and its MYSQL database engine. Thanks to the creation of an entity-relationship model suitable for the needs of the company, a ticket management module, user module, manual module and a descriptive analysis module of the tickets found in the base. |
| format | Online |
| id | oai:oai.revistas.uptc.edu.co:article-15023 |
| institution | Revista Ingeniería, Investigación y Desarrollo |
| language | spa |
| publishDate | 2022 |
| publisher | Universidad Pedagógica y Tecnológica de Colombia - UPTC |
| record_format | ojs |
| spelling | oai:oai.revistas.uptc.edu.co:article-150232023-06-25T18:59:23Z Prediction of problems related to TIC in general service organizations using a neural network PREDICCIÓN DE PROBLEMAS REFERENTES A TIC EN ORGANIZACIONES DE SERVICIOS GENERALES UTILIZANDO REDES NEURONALES Pinzón Casas , Christian Jesús Vega Escobar, Adriana Marcela HELP DESK ITIL Information and Communication Technology (ICT) ISO 20000 HPCC neural networks Mesa de ayuda ITIL Tecnologías de la Información y Comunicaciones (TIC) ISO 20000 PQRSD redes neuronales This article shows the efficiency of implementing a Help Desk Application with a predictive model for the definition of a catalog of services, with the execution of good practices for the management of technological services through a quality standard to guarantee these services. Based on that, the general services company attempts to resolve the requests andrequirements of users through application, keeping the life cycle of each incident centralized. This Help Desk system wasdeveloped using the PHP programming language, with the HTML5 structure, its CSS styles defined by Bootstrap and its MYSQL database engine. Thanks to the creation of an entity-relationship model suitable for the needs of the company, a ticket management module, user module, manual module and a descriptive analysis module of the tickets found in the base. Este artículo muestra la eficiencia de implementar una aplicación de mesa de ayuda con un modelo predictivo mediante redes neuronales para definir un catálogo de los servicios, con la ejecución de buenas prácticas para la gestión de servicios tecnológicos mediante un estándar de calidad para garantizar dichos servicios. Por ello, la empresa de servicios generales pretende resolver las solicitudes y requerimientos de los usuarios por medio de dicha aplicación, manteniendo centralizado el ciclo de vida de cada incidente. Este sistema de Help Desk se desarrolló mediante el lenguaje de programación PHP, con la estructura HTML5, sus estilos CSS por Bootstrap y con su motor de bases de datos MYSQL. Con la creación de un modelo entidad – relación adecuada para las necesidades de la empresa, un módulo de gestión de tickets, módulo de usuarios,módulo de manuales y un módulo de análisis descriptivo de los tickets de la base. Universidad Pedagógica y Tecnológica de Colombia - UPTC 2022-09-29 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://revistas.uptc.edu.co/index.php/ingenieria_sogamoso/article/view/15023 10.19053/1900771X.v22.n2.2022.15023 Ingeniería Investigación y Desarrollo; Vol. 22 No. 2 (2022): Julio - Diciembre; 51-63 Ingeniería Investigación y Desarrollo; Vol. 22 Núm. 2 (2022): Julio - Diciembre; 51-63 2422-4324 1900-771X spa https://revistas.uptc.edu.co/index.php/ingenieria_sogamoso/article/view/15023/12237 |
| spellingShingle | HELP DESK ITIL Information and Communication Technology (ICT) ISO 20000 HPCC neural networks Mesa de ayuda ITIL Tecnologías de la Información y Comunicaciones (TIC) ISO 20000 PQRSD redes neuronales Pinzón Casas , Christian Jesús Vega Escobar, Adriana Marcela Prediction of problems related to TIC in general service organizations using a neural network |
| title | Prediction of problems related to TIC in general service organizations using a neural network |
| title_alt | PREDICCIÓN DE PROBLEMAS REFERENTES A TIC EN ORGANIZACIONES DE SERVICIOS GENERALES UTILIZANDO REDES NEURONALES |
| title_full | Prediction of problems related to TIC in general service organizations using a neural network |
| title_fullStr | Prediction of problems related to TIC in general service organizations using a neural network |
| title_full_unstemmed | Prediction of problems related to TIC in general service organizations using a neural network |
| title_short | Prediction of problems related to TIC in general service organizations using a neural network |
| title_sort | prediction of problems related to tic in general service organizations using a neural network |
| topic | HELP DESK ITIL Information and Communication Technology (ICT) ISO 20000 HPCC neural networks Mesa de ayuda ITIL Tecnologías de la Información y Comunicaciones (TIC) ISO 20000 PQRSD redes neuronales |
| topic_facet | HELP DESK ITIL Information and Communication Technology (ICT) ISO 20000 HPCC neural networks Mesa de ayuda ITIL Tecnologías de la Información y Comunicaciones (TIC) ISO 20000 PQRSD redes neuronales |
| url | https://revistas.uptc.edu.co/index.php/ingenieria_sogamoso/article/view/15023 |
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