Análisis de la plataforma ServiceNow y diseño e implementación de un prototipo de aplicación para dicha plataforma
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2024-07-15
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Jaén: Universidad de Jaén
Resumen
La transformación digital es esencial para que las organizaciones se adapten y compitan en un entorno
tecnológico cambiante. Las herramientas ITSM (IT Service Management) son cada vez más utilizadas para
facilitar esta transformación. Este Trabajo Fin de Grado tiene como objetivo mostrar cómo implantar este
tipo de software en la Universidad de Jaén, para operar de manera eficiente, automatizada e intuitiva.
Inicialmente, se explican los factores y objetivos de la transformación digital, que busca combinar
personas, procesos y tecnología para aportar valor. Se discuten las ventajas e inconvenientes del uso de
software ITSM. El trabajo describe el enfoque estratégico de las herramientas ITSM y el marco de buenas
prácticas ITIL, centrándose en ServiceNow. Finalmente, se detallan los módulos desarrollados y su
funcionamiento, demostrando la automatización y gestión de servicios TI. El resultado es una organización
que realiza sus actividades de manera automática y sencilla, favoreciendo su transformación digital.
Digital transformation is essential for organizations to adapt and compete in a changing technological environment. ITSM (IT Service Management) tools are increasingly used to facilitate this transformation. This Final Degree Project aims to show how to implement such software at the University of Jaén for efficient, automated, and intuitive operation. Initially, the factors and objectives of digital transformation, which aim to combine people, processes, and technology to add value, are explained. The advantages and disadvantages of using ITSM software are discussed. The project describes the strategic approach of ITSM tools and the ITIL (Information Technology Infrastructure Library) best practices framework, focusing on ServiceNow. Finally, the developed modules and their functionality are detailed, demonstrating the automation and management of IT services. The result is an organization that performs its activities automatically and simply, promoting its digital transformation.
Digital transformation is essential for organizations to adapt and compete in a changing technological environment. ITSM (IT Service Management) tools are increasingly used to facilitate this transformation. This Final Degree Project aims to show how to implement such software at the University of Jaén for efficient, automated, and intuitive operation. Initially, the factors and objectives of digital transformation, which aim to combine people, processes, and technology to add value, are explained. The advantages and disadvantages of using ITSM software are discussed. The project describes the strategic approach of ITSM tools and the ITIL (Information Technology Infrastructure Library) best practices framework, focusing on ServiceNow. Finally, the developed modules and their functionality are detailed, demonstrating the automation and management of IT services. The result is an organization that performs its activities automatically and simply, promoting its digital transformation.