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Um estudo sobre melhoria de processos de suporte de TI no Centro de Informática da UFPE
| Content Provider | Semantic Scholar |
|---|---|
| Author | Gouveia, Juliana Maria Arruda De Andrade |
| Copyright Year | 2011 |
| Abstract | The dissertation investigated the use of business process modeling and the set of ITIL good practices to propose improvement on the IT support processes. A case study was conducted in the area of Systems Administration at the Center of Informatics from UFPE. The qualitative research method adopted several data collection techniques to allow the triangulation of data. Initially, the elicitation of main problems was conducted based on the opinion of the working team. Then, the categorization of user ́s solicitations was done. In the following phase, it was done the modeling of IT support processes using the “as-is” and “to-be” scenarios. Finally, the assessment of proposed models was conducted by the working team. As practical contributions, the study identified the main problems faced by the IT support at CIn. It also confirmed the need of instruments to allow better information sharing and definition of resource use policies. Among the main contributions of this dissertation is the proposal of a model to improve the IT support processes at CIn. From the definition of these processes, prototypes were created to guide the implementation of a software system. Finally, we believe that the improvement propositions were considered feasible by the team, however, it is not guaranteed their implantation will be easy and fast due to the need of new systems and cultural changes. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://repositorio.ufpe.br/bitstream/123456789/2731/1/arquivo6859_1.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
