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| Acadêmico(a): Sidiane Maria Schnaider |
| Título: SISTEMA DE GESTÃO DE INCIDENTES BASEADO NAS BOAS PRÁTICAS DOS FRAMEWORKS DE GOVERNANÇA DE TI, ITIL E COBIT |
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| Abstract: |
| This paper presents the specification and implementation of a tool that helps service desk companies in incident management processes, problems and known issues, based on the best practices provided by the Information Technology Infrastructure Library (ITIL) and Control Objectives for Information and related Technology (COBIT). This tool has a feature where, from incidents opened by the service desk users, problems that must be corrected via root cause analysis can be registered. Consequently, a knowledge database is created containing solutions that can be reused in the resolution of future recurring incidents. It is also presented in this paper the IT management services concepts, the search of large companies by outsourcing these services and how important it is for them, that the service desk providers suited to a methodology which ensures a good and quick service, according to the client expectations. This tool uses Oracle database and Oracle forms for the application development, etc. |
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