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Revista Científica de la UCSA

On-line version ISSN 2409-8752


MORA, D, M; CASTILLO, M, M; MUNOZ, L, R  and  SALAS, F. Deployment of ITIL as a framework of good practices in companies of equipment and integration of video conference services in Chile and world. Rev. ciente. UCSA [online]. 2018, vol.5, n.1, pp.61-72. ISSN 2409-8752.

ABSTRACT This paper identifies how the companies associated with the video conference have migrated from the sale of terminal equipment or infrastructure, to the sale of services and solutions, tending to solve the needs of customers and constant monitoring of the service, over the sale of equipment and their respective guarantees as it happened when this technology began to proliferate. To narrow the study, in order to identify the industry leaders and how they manage their services, the stipulations in the Gartner quadrant in its 2016 version will be taken as a reference, as today in the technology industry seeks to identify those who lead a technological specialty in relation to its competitors. The challenge that today the market imposes for companies of sale or technological integration, is to sell services associated with these products, which generate value to the client and that can be differentiated from other open sales solutions available in the market, for which there should be a service strategy that allows to visualize and measure what is being delivered, what is committed to the client and in the same way, that allows generating continuous improvement, that keeps the client captive, with innovative solutions and according to the times run, without losing sight of the efforts that must be invested in generating and operating these services, according to the real capabilities of the company and this is where ITIL has a preponderant role to play.

Keywords : Services; video conference; solutions; ITIL.

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