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| Acadêmico(a): Carla Adrieli Fink |
| Título: Aplicação da Técnica Text Minig para Auxilio na Classificação de Incidentes de Service Desk |
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| Abstract: |
| The Service Desk objective is provide to IT users a single contact point, important for effective communication between users and IT teams. The Service Desk main mission is restoration the service to user as quickly as possible, minimizing the business impact caused by IT failures. To improve the service, a Service Desk can be used better practices proposed by ITIL. Tools that help are vital to providing a good service. This paper present the development of a web application, able to support classification of incidents in a Service Desk, to minimize time, reduce error and automate the activity. The application used PHP programming language and MySQL database. There is a application of text mining technique in automated classification of incidents that depends on knowledge of a professional coach. |
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