Organized Digital governance in higher education: Designing an ITIL-based service desk and open-source monitoring for proactive IT resource management
DOI:
https://doi.org/10.61604/typ.v25i49.593Keywords:
Gestión de servicios de TI, Service desk, Proactive monitoring, Observability, Open-source softwareAbstract
This study presents the design of an IT service desk to strengthen digital governance and service continuity in a higher education institution by combining IT Service Management (ITSM) practices inspired by ITIL with open-source monitoring for proactive operations. The goal was to design a service desk focused on monitoring IT resources to support
more efficient institutional administration. An exploratory approach was adopted using qualitative methods: semi-structured interviews with three key IT stakeholders (an IT manager and two technical specialists) and institutional document review, complemented by a comparative
assessment of monitoring and service management tools. Findings suggest that incident handling and technology control rely heavily on manual routines and informal channels, increasing recurring disruptions and producing inconsistent response times. Participants highlighted
critical information areas (academic administration, finance, and payments) where IT availability directly affects daily operations. Based on these insights, the paper proposes a service desk architecture
including a basic service catalog, an incident lifecycle (logging–categorization–prioritization–escalation), and preventive monitoring using open-source tools to reduce downtime, enhance traceability,
and enable evidence-informed operational decisions. The proposal is designed to be replicable in resource-constrained contexts, offering a practical pathway for improving administrative quality and technology
management in higher education institutions across the Global South.
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