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| Acadêmico(a): Matheus Roberto Baumgarten |
| Título: DESENVOLVIMENTO DE PROTÓTIPO DE SISTEMA WEB PARA GERENCIAMENTO DE CHAMADOS BASEADO EM ITIL |
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| Abstract: |
| This paper presents the specification and implementation of a service desk tool prototype system based in the best guides of Service Level, Incidents, Problems and Changes Management, mantained by Information Technology Infrastructure Library (ITIL). It also contains a control of the Configuration Item (CI) of the clients, seeking a greater precision and quality at the tickets attendance through a historic maintenance of the CI's occurrences. The prototype provides a solution maintenance resource, according to the Knowledge Management ITIL concepts, where both the support technicians and the clients can realize searchs, promoting a greater velocity on solutioning doubts and low complexity tickets. The prototype uses the Microsoft SQL Server 2014 Express as database, and was developed in the C#.NET programming language using the Microsoft Visual Studio Community 2017 tool, ensuring compatibility with the main web browsers used nowadays. |
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