<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2409-8752</journal-id>
<journal-title><![CDATA[Revista Científica de la UCSA]]></journal-title>
<abbrev-journal-title><![CDATA[Rev. ciente. UCSA]]></abbrev-journal-title>
<issn>2409-8752</issn>
<publisher>
<publisher-name><![CDATA[Universidad del Cono Sur de las Américas]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2409-87522018000100061</article-id>
<article-id pub-id-type="doi">10.18004/ucsa/2409-8752/2018.005(01)061-072</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Despliegue de ITIL como marco de buenas prácticas en las empresas de equipamiento e integración de servicios de video conferencia en Chile y el mundo]]></article-title>
<article-title xml:lang="en"><![CDATA[Deployment of ITIL as a framework of good practices in companies of equipment and integration of video conference services in Chile and world]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Mora]]></surname>
<given-names><![CDATA[D, M]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Castillo]]></surname>
<given-names><![CDATA[M, M]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Muñoz]]></surname>
<given-names><![CDATA[L, R]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Salas]]></surname>
<given-names><![CDATA[F]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Tecnológica de Chile INACAP  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Chile</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>04</month>
<year>2018</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>04</month>
<year>2018</year>
</pub-date>
<volume>5</volume>
<numero>1</numero>
<fpage>61</fpage>
<lpage>72</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.iics.una.py/scielo.php?script=sci_arttext&amp;pid=S2409-87522018000100061&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.iics.una.py/scielo.php?script=sci_abstract&amp;pid=S2409-87522018000100061&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.iics.una.py/scielo.php?script=sci_pdf&amp;pid=S2409-87522018000100061&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN Este trabajo identifica, de qué manera las empresas asociadas a la video conferencia han migrado desde la venta de equipos terminales o de infraestructura, hacia la venta de servicios y soluciones tendientes a resolver las necesidades de los clientes y un seguimiento constante del servicio, por sobre la venta de equipos y sus respectivas garantías como ocurría cuando comenzó a proliferar esta tecnología. Para acotar el estudio, de manera de identificar a los líderes de la industria y como ellos manejan sus servicios, se tomará como referencia lo estipulado en el cuadrante de Gartner en su versión 2016, medida que hoy en la industria tecnológica busca identificar quienes lideran una especialidad tecnológica en relación a sus competidores. El desafío que hoy el mercado impone para las empresas de venta o integración tecnológica, es vender servicios asociados a esos productos, que generen valor al cliente y que se puedan diferenciar de otras soluciones de venta abierta disponibles en el mercado, para lo cual debería existir una estrategia de servicio que permita visualizar y medir que se está entregando, lo que se compromete al cliente y de la misma manera, que permita ir generando una mejora continua, que mantenga al cliente cautivo, con soluciones innovadoras y de acuerdo a los tiempos que corren, sin perder de vista los esfuerzos que se deben invertir en generar y operar estos servicios, de acuerdo a las capacidades reales de la empresa y es aquí donde ITIL tiene un papel preponderante que jugar.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[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.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Servicios]]></kwd>
<kwd lng="es"><![CDATA[video conferencia]]></kwd>
<kwd lng="es"><![CDATA[soluciones]]></kwd>
<kwd lng="es"><![CDATA[ITIL]]></kwd>
<kwd lng="en"><![CDATA[Services]]></kwd>
<kwd lng="en"><![CDATA[video conference]]></kwd>
<kwd lng="en"><![CDATA[solutions]]></kwd>
<kwd lng="en"><![CDATA[ITIL]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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