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| Acadêmico(a): Claudinei Martins |
| Título: Ferramenta Web para Auxílio à Gerência de Erros Conhecidos e Problemas com Base em ITIL |
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| Abstract: |
| Increasingly dependent on computer technology to achieve results and goals on their business, the companies invest in management models to improve the information resources` using. Adopting a specific methodology, like for example, the Information Technology Infrastructure Library (ITIL) is a solution. This work presents a web tool for problems and known errors management, offering a reliable knowledge base and enabling the knowledge to take part in the organization`s structural patrimony. A decision tree is used to indicate or validate the solution procedure. The tool uses PHP programming language and MySQL database. As result, we can highlight an optimization and improvement in the problems management process, applied to a particular company. |
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