Implementación de Services Desk en Falabella de Colombia

Abstract

During the exercise of its operation in Colombia, Falabella has expressed enormous changes that have demanded that its physical and technological infrastructure have to be adjusted to such growth, as it happened from having 10 employees in its beginnings, to have 5,200 for the year 2017 with 26 stores by department and presence in the main cities of the country. This has resulted in all its internal processes being rethought, and technological processes are not the exception, so it becomes necessary the implementation of a service desk to channel the attention and support of all technological processes to its interior Are presented. Ideally, international standards should be taken into account when implementing them, not only because of their design framework but also because such standards make processes fit into structured procedures from start to finish. That is the purpose of this work, to show from the identification of the need to have a table of service, to its implementation and implementation in productive environments, estimating not only the scope of the same, but the economic and service area In its implementation.