The National University of the Peruvian Amazon (UNAP) has a computer park of 1,100 computers and peripherals, of varying degrees of obsolescence; which are used by a similar number of teaching and administrative staff, many of they with limited computer knowledge and dispersed in various locations in the city of Iquitos and periphery; the Central Office of Informatics (OCEIN), It’s the unit in charge of solving the computer incidents that said personnel report; Unfortunately, this service lacked formal procedures, suitable tools and benchmarks, that allow adequate control and defined goals, affecting its quality and therefore, generating discomfort and dissatisfaction in users. That is why this thesis proposes, after to identify the status of IT Incident Manage-ment, implement a Service Desk under ITIL v3.0 guidelines, in order to im-prove the Incident Management service provided by th...