Help desk system to improve the control of incidents of hardware and software under the open source modality in the regional health management La Libertad

Abstract

The following research project aims to improve the process of control of hardware and software incidents in the Regional Health Management La Libertad. In order to acquire the necessary information for the respective studies, surveys were conducted on a sample test of 173 employees, obtained from a population of 315 Employees. Demonstrating that there is a deficiency in the incident process; for which the implementation of a Help Desk system is proposed; to be able to solve with the following specific objectives: decrease the time of registration of each incident, decrease the time to solve each incident, reduce the incidences accumulated over the course of a week and increase the level of satisfaction of each employee. For the data processing the z distribution was made and for the level of satisfaction Student t test was carried out. On the other

hand, the selected methodology for the development of the project, was the ICONIX; the programming language PHP, HTML, JavaScrip and to manage the database, MySql was used for programming.