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...

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Autores:
Tipo de recurso:
http://purl.org/coar/resource_type/c_6742
Fecha de publicación:
2022
Institución:
Universidad Pedagógica y Tecnológica de Colombia
Repositorio:
RiUPTC: Repositorio Institucional UPTC
Idioma:
spa
OAI Identifier:
oai:repositorio.uptc.edu.co:001/12366
Acceso en línea:
https://revistas.uptc.edu.co/index.php/ingenieria_sogamoso/article/view/15023
https://repositorio.uptc.edu.co/handle/001/12366
Palabra clave:
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
Rights
License
http://purl.org/coar/access_right/c_abf243
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spelling 2022-09-292024-07-05T18:48:13Z2024-07-05T18:48:13Zhttps://revistas.uptc.edu.co/index.php/ingenieria_sogamoso/article/view/1502310.19053/1900771X.v22.n2.2022.15023https://repositorio.uptc.edu.co/handle/001/12366This 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.application/pdfspaspaUniversidad Pedagógica y Tecnológica de Colombia - UPTChttps://revistas.uptc.edu.co/index.php/ingenieria_sogamoso/article/view/15023/12237Ingeniería Investigación y Desarrollo; Vol. 22 No. 2 (2022): Julio - Diciembre; 51-63Ingeniería Investigación y Desarrollo; Vol. 22 Núm. 2 (2022): Julio - Diciembre; 51-632422-43241900-771XHELP DESKITILInformation and Communication Technology (ICT)ISO 20000HPCCneural networksMesa de ayudaITILTecnologías de la Información y Comunicaciones (TIC)ISO 20000PQRSDredes neuronalesPrediction of problems related to TIC in general service organizations using a neural networkPredicción de problemas referentes a TIC en organizaciones de servicios generales utilizando redes neuronalesinfo:eu-repo/semantics/articlehttp://purl.org/coar/resource_type/c_6742http://purl.org/coar/resource_type/c_2df8fbb1http://purl.org/coar/version/c_970fb48d4fbd8a326http://purl.org/coar/version/c_970fb48d4fbd8a85http://purl.org/coar/access_right/c_abf243http://purl.org/coar/access_right/c_abf2Pinzón Casas , Christian JesúsVega Escobar, Adriana Marcela001/12366oai:repositorio.uptc.edu.co:001/123662025-07-18 11:25:54.195metadata.onlyhttps://repositorio.uptc.edu.coRepositorio Institucional UPTCrepositorio.uptc@uptc.edu.co
dc.title.en-US.fl_str_mv Prediction of problems related to TIC in general service organizations using a neural network
dc.title.es-ES.fl_str_mv Predicción de problemas referentes a TIC en organizaciones de servicios generales utilizando redes neuronales
title Prediction of problems related to TIC in general service organizations using a neural network
spellingShingle Prediction of problems related to TIC in general service organizations using a neural network
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
title_short Prediction of problems related to TIC in general service organizations using a neural network
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_sort Prediction of problems related to TIC in general service organizations using a neural network
dc.subject.en-US.fl_str_mv HELP DESK
ITIL
Information and Communication Technology (ICT)
ISO 20000
HPCC
neural networks
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
dc.subject.es-ES.fl_str_mv Mesa de ayuda
ITIL
Tecnologías de la Información y Comunicaciones (TIC)
ISO 20000
PQRSD
redes neuronales
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.
publishDate 2022
dc.date.accessioned.none.fl_str_mv 2024-07-05T18:48:13Z
dc.date.available.none.fl_str_mv 2024-07-05T18:48:13Z
dc.date.none.fl_str_mv 2022-09-29
dc.type.none.fl_str_mv info:eu-repo/semantics/article
dc.type.coar.fl_str_mv http://purl.org/coar/resource_type/c_2df8fbb1
dc.type.coarversion.fl_str_mv http://purl.org/coar/version/c_970fb48d4fbd8a85
dc.type.coar.spa.fl_str_mv http://purl.org/coar/resource_type/c_6742
dc.type.coarversion.spa.fl_str_mv http://purl.org/coar/version/c_970fb48d4fbd8a326
format http://purl.org/coar/resource_type/c_6742
dc.identifier.none.fl_str_mv https://revistas.uptc.edu.co/index.php/ingenieria_sogamoso/article/view/15023
10.19053/1900771X.v22.n2.2022.15023
dc.identifier.uri.none.fl_str_mv https://repositorio.uptc.edu.co/handle/001/12366
url https://revistas.uptc.edu.co/index.php/ingenieria_sogamoso/article/view/15023
https://repositorio.uptc.edu.co/handle/001/12366
identifier_str_mv 10.19053/1900771X.v22.n2.2022.15023
dc.language.none.fl_str_mv spa
dc.language.iso.none.fl_str_mv spa
language spa
dc.relation.none.fl_str_mv https://revistas.uptc.edu.co/index.php/ingenieria_sogamoso/article/view/15023/12237
dc.rights.coar.fl_str_mv http://purl.org/coar/access_right/c_abf2
dc.rights.coar.spa.fl_str_mv http://purl.org/coar/access_right/c_abf243
rights_invalid_str_mv http://purl.org/coar/access_right/c_abf243
http://purl.org/coar/access_right/c_abf2
dc.format.none.fl_str_mv application/pdf
dc.publisher.es-ES.fl_str_mv Universidad Pedagógica y Tecnológica de Colombia - UPTC
dc.source.en-US.fl_str_mv Ingeniería Investigación y Desarrollo; Vol. 22 No. 2 (2022): Julio - Diciembre; 51-63
dc.source.es-ES.fl_str_mv Ingeniería Investigación y Desarrollo; Vol. 22 Núm. 2 (2022): Julio - Diciembre; 51-63
dc.source.none.fl_str_mv 2422-4324
1900-771X
institution Universidad Pedagógica y Tecnológica de Colombia
repository.name.fl_str_mv Repositorio Institucional UPTC
repository.mail.fl_str_mv repositorio.uptc@uptc.edu.co
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