Resumo

ORTIZ GONZALEZ, Atilano; GOMEZ LEMUS, Marbella Araceli  e  ZURITA CRUZ, Karla Alejandra. Helpdesk as alternative of support and technological management for a tabasco company. Epistemus (Sonora) [online]. 2021, vol.15, n.30, pp.46-52.  Epub 26-Jun-2023. ISSN 2007-8196.  https://doi.org/10.36790/epistemus.v15i30.163.

This article presents an investigation that aims to propose an improvement in the services provided by a medium-sized Tabasco company. We look for the company to provide flexibility in customer service by optimizing times to achieve customer satisfaction. To this end, the ITIL methodology is applied, which allows the internal processes to be adapted with the help of its five phases: strategy, design, transition, operation, and continuous service improvement. Through an online Help Desk system, the company will automate its techniques, processes, and procedures, including maintaining competitiveness. All these will be applied to our studying company.

Palavras-chave : Help Desk; service provider company; technological tool; ITIL methodology.