{"id":48145,"date":"2017-10-27T14:53:41","date_gmt":"2017-10-27T12:53:41","guid":{"rendered":"https:\/\/aton.com\/it-service-management\/"},"modified":"2023-02-07T15:34:35","modified_gmt":"2023-02-07T14:34:35","slug":"it-service-management","status":"publish","type":"post","link":"https:\/\/aton.com\/es\/it-service-management\/","title":{"rendered":"Entre bastidores del Service Desk: C\u00f3mo monitorizar el nivel de los servicios prestados"},"content":{"rendered":"<h2><strong>Servicios de soporte retail: \u00bfc\u00f3mo monitorizarlos?<\/strong><\/h2>\n<p>Uno de los aspectos claves en la gesti\u00f3n de los servicios, por ejemplo en el caso del <a href=\"https:\/\/aton.com\/es\/soluciones-y-sectores\/service-desk\/\" target=\"_blank\" rel=\"noopener\"><strong>Service Desk<\/strong><\/a>, viene representado por la posibilidad de proporcionar al cliente una\u202f<strong>\u201cfotograf\u00eda\u201d en tiempo real del tipo de intervenci\u00f3n<\/strong> solicitado por parte de los usuarios finales, de la\u202f<strong>frecuencia<\/strong>\u202fcon la que se presentan y de la\u202f<strong>velocidad<\/strong> de respuesta en el <strong>hacerse cargo<\/strong> de los problemas se\u00f1alados.<\/p>\n<p>Es por esto que, en l\u00ednea con los est\u00e1ndares de ITIL, nuestros servicios, proporcionados a\u202f<strong>m\u00e1s de 5.000 usuarios en toda Europa<\/strong>, incluyen un<strong>\u202finstrumento de ticketing multiling\u00fce<\/strong>\u202f(EriZone, basado en OTRS) que consiente la gesti\u00f3n y administraci\u00f3n de las solicitudes de asistencia en modo organizado.<\/p>\n<h2><strong>Nuestro protocolo a prueba de error<\/strong><\/h2>\n<p>Tales solicitudes pueden as\u00ed ser f\u00e1cilmente categorizadas, asignadas con la correcta prioridad y gestionadas de manera flexible: se pueden por tanto subdividir las intervenciones en<strong> incidents\u202fy\u202fservice requests<\/strong>, describir el tipo de intervenci\u00f3n solicitada, desde el <strong>soporte para dispositivos hardware\u202f<\/strong>hasta la asistencia funcional y sistem\u00edstica para\u202f<strong>apps software<\/strong>\u202fcomo CBR y Mars de Cegid, XStore, Stores2 y Rpos de Oracle, o Pos2000\/Shop de Sinesy, s\u00f3lo por citar algunas por lo que respecta al mundo del fashion retail.<\/p>\n<p>Entre bastidores de nuestros servicios de soporte retail, existe una <strong>plataforma flexible<\/strong>\u202fque, gracias a la registraci\u00f3n puntual de las actividades desarrolladas y del tiempo empleado, nos permite monitorizar constantemente el nivel del servicio y dar soporte al cliente en modo proactivo, ayud\u00e1ndole a dirigir correctamente las acciones que ha de realizar, desde la formaci\u00f3n a los usuarios hasta la sustituci\u00f3n de potenciales dispositivos obsoletos.<\/p>\n<p>De todo esto se ha hablado tambi\u00e9n en el <a href=\"https:\/\/www.neteye-blog.com\/2018\/04\/impressions-of-the-neteye-erizone-user-group\/\" target=\"_blank\" rel=\"noopener\">NetEye &amp; EriZone User Group<\/a>, la conferencia anual dirigida a usuarios y clientes NetEye y EriZone, a la cual hemos llevado nuestra experiencia con EriZone para la optimizaci\u00f3n del IT Service Management (ITSM).<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-35231 aligncenter\" src=\"https:\/\/aton.com\/media\/Aton-ITServiceManagement-600x400.jpg\" alt=\"Aton-ITServiceManagement\" width=\"600\" height=\"400\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Servicios de soporte retail: \u00bfc\u00f3mo monitorizarlos? Uno de los aspectos claves en la gesti\u00f3n de los servicios, por ejemplo en el caso del Service Desk, viene representado por la posibilidad de proporcionar al cliente una\u202f\u201cfotograf\u00eda\u201d en tiempo real del tipo de intervenci\u00f3n solicitado por parte de los usuarios finales, de la\u202ffrecuencia\u202fcon la que se presentan [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":43671,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false},"class_list":["post-48145","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","keyword-retail-management-es","keyword-service-desk-es"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Servicios de soporte retail: \u00bfc\u00f3mo monitorizarlos? - Aton<\/title>\n<meta name=\"description\" content=\"Descubra c\u00f3mo los servicios de soporte retail Service Desk de Aton ofrecen la soluci\u00f3n m\u00e1s r\u00e1pida y eficaz en tiempo real.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/aton.com\/es\/it-service-management\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Servicios de soporte retail: \u00bfc\u00f3mo monitorizarlos? 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