Chatbot para la gestión de incidencias en la Oficina de TI de la Universidad Nacional de Cañete
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Date
2024-11-06
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Universidad Nacional de Cañete
Abstract
La presente investigación, titulada “Chatbot para la gestión de incidencias en la Oficina de TI de la Universidad Nacional de Cañete”, aborda las necesidades y desafíos en la gestión de incidencias informáticas identificados en la Oficina de Tecnologías de la Información. Los empleados señalaron la falta de un registro adecuado de los casos atendidos diariamente durante el horario laboral, complicando el control y la administración de la información sobre las incidencias resueltas. Este estudio tuvo como
objetivo determinar el efecto que tiene el Chatbot en la gestión de incidencias en la Oficina de TI de la Universidad Nacional de Cañete. Se utilizó la metodología ágil XP
(Extreme Programming) como marco de trabajo para el desarrollo de la solución tecnológica. La investigación se basó en un enfoque cuantitativo de tipo aplicada, utilizando un diseño pre-experimental donde la muestra consistió en 23 registros de incidencias seleccionados mediante un muestreo no probabilístico por conveniencia, por
lo que se utilizaron técnicas de fichaje y encuesta, empleando fichas de registro y un cuestionario como instrumentos. Como resultados, se obtuvo que el tiempo de registro de incidencias (TRI) se redujo en un 84,89%, mejorando significativamente este proceso. El tiempo de atención de incidencias (TAI) disminuyó en un 73,72%, optimizando el manejo de incidencias. Además, la satisfacción del usuario (SU) aumentó en un 30,87%, mejorando la calidad del servicio. Se concluyó que el Chatbot tuvo un efecto positivo en el proceso de la gestión de incidencias.
The present research, titled "Chatbot for Incident Management in the IT Office of the National University of Cañete," addresses the needs and challenges in managing IT incidents identified in the Information Technology Office. Employees pointed out the lack of proper documentation of cases handled daily during working hours, complicating the control and administration of information on resolved incidents. The aim of this study was to determine the effect of the Chatbot on incident management in the IT Office of the National University of Cañete. The agile XP (Extreme Programming) methodology was used as a framework for developing the technological solution. The research was based on an applied quantitative approach, using a pre-experimental design where the sample consisted of 23 incident records selected through non-probabilistic convenience sampling, employing record-keeping and survey techniques, using registration forms and a questionnaire as instruments. The results showed that the incident registration time (IRT) was reduced by 84.89%, significantly improving this process. Incident response time (IRT) decreased by 73,72%, optimizing incident management. Additionally, user satisfaction (US) increased by 30,87%, improving service quality. It was concluded that the Chatbot had a positive effect on the incident management process.
The present research, titled "Chatbot for Incident Management in the IT Office of the National University of Cañete," addresses the needs and challenges in managing IT incidents identified in the Information Technology Office. Employees pointed out the lack of proper documentation of cases handled daily during working hours, complicating the control and administration of information on resolved incidents. The aim of this study was to determine the effect of the Chatbot on incident management in the IT Office of the National University of Cañete. The agile XP (Extreme Programming) methodology was used as a framework for developing the technological solution. The research was based on an applied quantitative approach, using a pre-experimental design where the sample consisted of 23 incident records selected through non-probabilistic convenience sampling, employing record-keeping and survey techniques, using registration forms and a questionnaire as instruments. The results showed that the incident registration time (IRT) was reduced by 84.89%, significantly improving this process. Incident response time (IRT) decreased by 73,72%, optimizing incident management. Additionally, user satisfaction (US) increased by 30,87%, improving service quality. It was concluded that the Chatbot had a positive effect on the incident management process.
Description
Keywords
Chatbot, gestión de incidencias, tiempo de registro, tiempo de atención, satisfacción de usuario.
Citation
Correa Gámez, Aida Franchesca - Herrera Jimenez, Wilmer Julinho , "Chatbot para la gestión de incidencias en la Oficina de TI de la Universidad Nacional de Cañete" Tesis para optar el grado de Ingeniero de Sistemas, Escuela de pregrado Facultad de Ingenieria de Sistemas. Universidad Nacional de Cañete. Cañete – Perú