Propuesta para el mejoramiento continuo y de calidad de la prestación de servicios del noc de tellza basado ITILV3

Abstract

The present paper sets out a proposal for continuous improvement for the Tellza's NOC using ITILV3's best practices, The need to make this proposal born during the internship.

Tellza Tech is a Canadian company that provides VoIP services to internationals customers , therefore, fulfills the role of supplier and customer,the company mainly offers the international calling service to almost every country in the world. Over the last 4 months the company has been involved in different situations that have led to destabilization in finance and the loss of value in the company's shares, the above due to lack of within the NOC processes, which mainly involve, monitoring, fault management and customer service time.

Therefore, different models were analyzed that could provide continuous improvement to the NOC team and in turn to help finding the problems causes and which also solve such problems, as well as define roles within the NOC team.