Mesa de ayuda aplicando software libre (GLPI) para la gestión eficiente de incidencias de soporte técnico en la Cooperativa de Ahorro y Crédito Rhumy Wara

Abstract

The importance of technical assistance systems in financial institutions is fundamental to optimize the quality of services and user experience. Cooperativa de Ahorro y Crédito Rhumy Wara within its institutional and technological growth plan has generated challenges that require attention and resolution by IT staff. To address these incident management problems, we propose the elimination of inefficient processes and the use of free software as an effective and sustainable solution. This project addresses the problem of incident management, considering that institutional growth has increased the frequency of technical problems. The absence of an efficient system to register and follow up on incidents limits their timely resolution, affecting the operational continuity of the organization. These problems have been solved with the application of the Lean methodology through its 6 phases, aligned with the cooperative's standards, which contributed significantly to improving incident management processes. This methodology made it possible to identify failures, eliminate waste and dispense with unnecessary elements, adjusting each phase to the specific needs of the institution. The implementation of GLPI (Gestionnaire Libre de Parc Informatique) is carried out using free software, an alternative that optimizes costs and is an effective and viable solution for both small and large institutions. The application is deployed on an AlmaLinux server, virtualized through Hyper-V, guaranteeing the security and integrity of the information. This tool will provide the institution's users with an official channel to register and manage their incidents, thus improving communication and the resolution of technical problems.