Resumo

LOPEZ VARGAS, Yohannia  e  VAZQUEZ CHAVEZ, Alejandro. Management Support Services in the life cycle software development. Rev cuba cienc informat [online]. 2016, vol.10, suppl.2, pp.46-60. ISSN 2227-1899.

ABSTRACT The management support services to software products is an important pillar in the mar-ket worldwide. With the need to insert ourselves into this edge arising Support Center University computer science in order to provide support and maintenance to the products developed by the network of college and deployed throughout the country. For this, the set of best practices raised in ITIL v3 to improve the management and provision of information technology is applied. Since the implementation of the same center has been successful, has a total of 24 specialists trained in different contracted and available to answer any questions about the systems. Currently the center has 39 contracts with national institutions and extension services Petróleos de Venezuela SA, it has a record of over 700 incidents so far this year which shows the use and operation of deployed systems. To manage the ServiceDesk Plus services tool that contains several of the proposed processes using ITIL. With the adaptation of these good practices has been achieved in a more organized customer care, management has increased knowledge about information technology services which has led to raising the quality of services provided by the center. To make the reports, the customer has 3-way phone (78373797), by soporte.uci.cu website and by email soporte.tecnico@uci.cu.

Palavras-chave : Good practices; Information Technology Services; Service management; Support.

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