EFICIENCIA DE LA GESTIÓN DE INCIDENCIAS EN CLOUD SERVICES: UNA REVISIÓN SISTEMÁTICA
Palabras clave:
Incident Management, Cloud Computing, ITIL, ITSMResumen
Los servicios de almacenamiento en la nube o Cloud Services a través del tiempo han ido evolucionando, siendo cada vez más indispensables en el día a día, estando presentes en todo tipo de empresas, organizaciones y servicios. Ante el rápido crecimiento de la tecnología, no solo fotos y videos son almacenados en internet, sino datos muy importantes, colecciones e información personal quedan guardados en los servidores de las empresas más grandes del mundo. Haciendo uso de esta tecnología, las empresas ven oportunidades de una fácil y rápida comunicación en tiempo real con sus colaboradores permitiendo un progreso veloz y seguro.
El servicio de Cloud a la par que ha ido creciendo se ha visto en la necesidad de analizar y estructurar nuevas maneras de organizar la información, así como la implementación de infraestructuras de gestión de TI esperando una mejor relación entre el usuario y los servicios ofrecidos. Por esas razones se considera necesario el uso de métodos y guías para poder gestionar mejor las capacidades que se pueden lograr.
Este artículo estudiará la eficiencia y los beneficios del proceso de servicios operacionales llamado Gestión de Incidentes de ITIL y sus condiciones aplicadas a la realidad de la gestión de Cloud Services.
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