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| Acadêmico(a): Cintia Andréia Mafra |
| Título: SISTEMA DE EXTRAÇÃO E CENTRALIZAÇÃO DE INDICADORES APLICADO AO HELPDESK DE UMA EMPRESA DE TI |
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| Abstract: |
| This paper aims to present the development and deployment of an Information System (IS) that generates centralized information of indicators to facilitate the management of a company's HelpDesk Information Technology. This system receives data from ticketing systems, performs the data processing according to the calculation rules determined by the customer, and generates the information in a single place to manage the HelpDesk. The procedures for collecting the information are performed palliative surgery. In order to solve these issues, a system for generation and control of information that meets the process level measurement "F" Reference Model for Improvement of Brazilian Software Process for Services (MR-MPS-SV) was developed, aiming meet the indicators defined by its customers and support the coordination to achieve these indicators. |
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