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| Acadêmico(a): Lucas Dias da Silva |
| Título: SERVICE DESK INTERNO PARA A AREA DE TI |
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| Abstract: |
| To improve the contact between the client and the service provider, guarantying that what they agreed is followed and the services are back to the normality, which was created the service support tools or service desk. This work aims to develop a tool capable of managing the tickets open and that helps the area of information technology in solving their problems and to maintenances. The tool was developed in a web platform and was used a Content Management System (CMS) called Joomla! to your development. In the research conducted about the Information Technology Infrastructure Library (ITIL), was obtained a greater awareness to define the features of the tool, enhancing that ITIL only offers suggestions of good practice, not requiring that these be followed to the letter. Through the good practices recommended by the framework to manage incidents, problems and change, the tool allow the user to perform the solicitation of a service or be attended without larger difficulties. |
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