Guía para la gestión de solicitudes de base de datos de la suite Academusoft. caso CIADTI – Universidad de Pamplona.

Abstract

The research project presents a guide with the guidelines to be taken into account in the management of requests for databases of the Academusoft Suite of the University of Pamplona, requested through the CIADTI technical support service. The initiative was born from the need to improve the technical support service of the database and, thus, be able to count on a tool that states the procedure in the technical office in the administration of the database. The contribution of the validating experts, the knowledge of the CIADTI database engineers with their accumulated experience, and based on the best practices promulgated in the framework ITILv3 @ phase of Operation of the IT Service in the processes of Request Management, Incident Management, and the interface with Change Management (Service Transition), knowledge areas, Scope Management and Integration Management, regarding the monitoring and control process of PMBOK, ISO 20000: 2 Code of best practices , allowed the construction of this resulting product: GUIDE FOR THE MANAGEMENT OF DATABASE APPLICATIONS OF THE ACADEMUSOFT SUITE. The research methodology used is qualitative and is framed within the area of knowledge of Management of computer projects in the line of research of Information Systems. The presented Guide will contribute in the improvement of the quality of the service of technical support on the software products that are developed in this center, mainly in the administration of the data bases, guaranteeing the integrity, confidentiality and availability of the data, being this one The main asset of any organization.