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| Acadêmico(a): Gabriel Demarchi |
| Título: Sistema Helpdesk 24 Horas para uma Software House |
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| Abstract: |
The objetive of the present work is aimed at the development of an information system on a Help Desk, that allows the planning and controlling of calls twenty four hours a day and seven days a week (24x7), at Benner Sistemas S.A. The systems coordinators plan a service schedules and when necessary, the application sends a Short Message Service (SMS) to mobile phones of those engaged in the process. It also deals with all the Service Level Agreement (SLA) concepts and the relationship with mobile computation.
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