La Organizacin XX tiene un rea de sistemas que le brinda soporte. Los empleados de la misma generan
requerimientos hacia el rea de sistemas asociados a los programas y a los equipos: reportan fallas en
programas de aplicacin desarrollados internamente, fallas en los programas adquiridos y fallas en el
equipamiento. Todos los reportes de problemas llegan a la mesa de ayuda del rea de sistemas. Si el
problema es simple generalmente es posible resolverlo directamente desde all en forma telefnica. Si el
problema persiste o no puede ser solucionado, es pasado al jefe del sector tcnico correspondiente:
desarrollo, software de base o servicio tcnico. Una vez all, el jefe del sector se lo asigna a alguno de los
empleados a su cargo. El empleado es el responsable de encontrar una solucin, llevarla a cabo y alimentar
a la base de datos de problemas-soluciones que utiliza la mesa de ayuda.
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Empleado Jefe Sector Responsable atencin Empleado Sector
telefnica MdA
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Empleado Desarrollo
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Jefe Sector DesarrolloTrial
JefeVersion
Sector SW de EA
Base
Jefe6.5 Unregistered
Sector Soporte
Tcnico
Trial Version EAEmpleado Soporte
6.5Tcnico Empleado SW de Base
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class Modelo CU Ej ercicio Mesa de Ayuda
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Responsable Version EA 6
atencin
telefnica MdA
CU002-Reportar CU003-Reportar
CU004-Reportar
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falla softw are
interno
falla softw are
externo
falla equipamiento
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CU007-Deriv ar
Requerimiento
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CU010-Registrar
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CU009-Buscar
soluciones a
Unregistered
resolucin de Trial Version EA 6.5 Unregistered Trial Version EA 6
requerimientos requerimiento
Jefe Sector
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requerimiento
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Empleado Sector
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