Desarrollo e Implementación de un Sistema Service Desk con Flujos Personalizables, Notificaciones, Base de conocimientos, Métricas de Rendimiento y Gestión de Bolsa de Horas para una Empresa de Servicios Tecnológicos”

Abstract

This document presents the development and implementation of a Service Desk system aimed at improving ticket management within a technology services company. This proposal is framed within the current context, where technical support platforms play a key role in operational efficiency and service quality delivered to clients. In this regard, the use of the Redmine Service Desk module revealed several functional limitations that hinder process automation, proper information traceability, and effective incident tracking. The research was conducted under a descriptive and propositional approach, supported by an agile methodology based on the Scrum framework, which enabled the organization of work into iterative cycles and the progressive validation of system functionalities. As a result, a platform was developed that integrates ticket and project management, incorporating flexible workflows with service level agreements, automated notifications, and a reporting module that includes metrics and KPIs for monitoring operational performance and hour-balance consumption. Additionally, the system features a knowledge base that suggests previously applied solutions, contributing to the reduction of repetitive incidents and the optimization of the support process. The platform also includes secure storage and a document management scheme that ensures the integrity and availability of information associated with each incident. The results demonstrate that the developed solution enhances the operational efficiency of the support area, optimizes the overall flow of projects and tickets, reduces incident duplication, strengthens compliance with service level agreements, and provides relevant information for organizational management and planning.