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| Acadêmico(a): JARDEL DA SILVA |
| Título: SISTEMA PARA SERVICE DESK COM A UTILIZAÇÃO DAS MELHORES PRÁTICAS DO ITIL E APLICAÇÃO DA TÉCNICA DE MINERAÇÃO DE TEXTO |
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| Abstract: |
| This paper consists in the creation of a Service Desk System based on the Technology Infrastructure Library (ITIL) good practices, which uses the text mining technique to assist with the search for known errors, incidents and problems logged in the system. The goal of the system is to concentrate the information related to services performed by the Service Desk team so that this information can be used to solve new appointments. Using the text mining technique to optimize the search function, thus giving the user more suitable data relating to said search. The Java programming language with the Microsoft SQL Server database were used to develop the system. As a result, there is a system that concentrates the information related to Service Desk calls, following good ITIL practices, where the system searches are performed intelligently and return results that best meets the needs of users |
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