ABSTRACT

SOlUCION

1) It is important because all errors and problems should be reflected in one place since the analysis of this information can help to improve the service.

2) Las metodologías de desarrollo de software son un conjunto de técnicas y métodos organizativos que se aplican para diseñar soluciones de software informático

3) The number of levels in which a company organizes its support group depends primarily on business needs, objectives or willingness as it will entail the ability to sufficiently serve its customers or users.

4)It can present several inconveniences when not following the protocols to attend the incidences, since it can not follow steps that can be important for the solution of the user's problem and the user can be dissatisfied and look for another service.

5)riginally ITIL was just a physical library containing information on how to better manage an IT department. Today, the acronym refers to an IT service management (ITSM) phenomenon that helps facilitate digital transformations for enterprises worldwide. ISO/IEC 20000 can therefore contribute by relying on one or more frameworks (ITIL) or even on the best practices already implemented by the company

Guiding question: Which of these international norms or standards would be the most convenient for you to strengthen your company? A// For me the best would be COBIT since it guarantees the control and monitoring of Information Systems governance in the long term through audits.