Resumo

FOMBONA, Javier; VAZQUEZ-CANO, Esteban  e  REIS-JORGE, José. The Problems Of IT Resources Within The University Context. Rev. iberoam. cienc. tecnol. soc. [online]. 2016, vol.11, n.32, pp.145-163. ISSN 1850-0013.

The appropriate management of IT resources is related to the effective organization of institutions as well as to people’s higher satisfaction. These technologies condition the performance of tasks; in addition, its frequent disruptions or malfunctioning interfere with results and the internal and external relations of the organization and its members. This paper is part of a research study that analyzes the irregularities detected in the use of these resources in higher education. It features a ranking of problems in a Spanish university in general, and of one of its schools in particular. It analyzes not only the cases of the teacher training college but also of the administration staff, as well as events occurred during teaching. This study implements a longitudinal descriptive methodology to quantify the variable, "reported IT events". They  are catalogued according to their taxonomies on records, and to the events detected in 3,300 pieces of equipment used by 5,784 teachers, students, and the education management staff. In addition, it presents a quantitative and diachronic approach of the data observed since 2008, with an international and multi-institutional perspective. The experience describes the tendency of the most frequently detected problems; also, it points out the slow deterioration of the ability to spot failures, the stabilization of hardware and network problems, and the increase of software events.

Palavras-chave : ICT; Educational center; Higher education; IT events.