UN MODELO DINÁMICO DE OPERACIÓN DEL SERVICE DESK

Abstract

Service Desk is an important function that occupies a relevant position on the ITIL processes, as it interacts on processes with implicit dynamics which includes feedback,iteration and escalation. These characteristics impact on customer and stakeholder perceptions. Therefore a study of features determining efficacy and efficiency of services, which includes incident management and related processes, could be convenient in order to improve designing services. We study the dynamics, leading these processes, from System Dynamics Methodology.