Information technology infraestructure library e técnicas inteligentes na implementação de service desk
Autor(a) principal: | |
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Data de Publicação: | 2018 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Teses e Dissertações da Uninove |
Texto Completo: | http://bibliotecatede.uninove.br/handle/tede/2787 |
Resumo: | An organization that does not have IT Service Management (ITSM) may experience delays and difficulties on communication due to lack of centralization and standardization of information, something that prejudice the support to decision-making in different segments, especially in the health area, and more precisely in hospitals. The Information Technology Infrastructure Library (ITIL®), a library of best practices from ITSM, recommends implementing a Service Desk to address the entire IT service life cycle. To attend the need to map and understand the processes for Service Desk implementation, we can associate Business Process Management (BPM) with ITIL®. The informations of Service Desk are important and must support to decision-making through retention and availability of knowledge. For this support, Artificial Intelligence (AI) techniques can be used, such as Artificial Neural Networks (ANNs) and Expert Systems (SEs). Therefore, the objective of this research was to develop a Service Desk implementation model in a public hospital with ITIL® and intelligent techniques to centralize, standardize and support the management of IT services. The organization, study object of this research, is a public general hospital, subordinated to Health State Secretary of Direct Administration, located in the suburb of São Paulo city. Such implementation was organized on five stages supported by the ITIL® books: Service Strategy; Service Design; Service Transition; Service Operation; and Continual Service Improvement. In a sixth stage, two questionnaires were applied to validate the use of SE and Service Desk. Among the results achieved, in this research, can be cited: time reduction in the opening of calls and incidents resolution; less dependence and impact in the absence of analysts; minimization of communication problems with clients; and acquisition, retention and availabilization of the generated knowledge, using AI techniques, to support decision-making. With this research, we conclude that the Service Desk implementation model permitteed the evolution from a Help Desk to a centralized and standardized Service Desk, which is supported by Artificial Intelligence Techniques on IT Service Management in public hospital. |
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Sassi, Renato Joséhttp://lattes.cnpq.br/8750334661789610Sassi, Renato Joséhttp://lattes.cnpq.br/8750334661789610Canto, Nilton Cesar Furtadohttp://lattes.cnpq.br/0120327365065950Gaspar, Marcos Antoniohttp://lattes.cnpq.br/3809285940688486http://lattes.cnpq.br/4400977701222687Farias, Edquel Bueno Prado2021-12-02T14:26:58Z2018-08-21Farias, Edquel Bueno Prado. Information technology infraestructure library e técnicas inteligentes na implementação de service desk. 2018. 193 f. Dissertação( Programa de Pós-Graduação em Informática e Gestão do Conhecimento) - Universidade Nove de Julho, São Paulo.http://bibliotecatede.uninove.br/handle/tede/2787An organization that does not have IT Service Management (ITSM) may experience delays and difficulties on communication due to lack of centralization and standardization of information, something that prejudice the support to decision-making in different segments, especially in the health area, and more precisely in hospitals. The Information Technology Infrastructure Library (ITIL®), a library of best practices from ITSM, recommends implementing a Service Desk to address the entire IT service life cycle. To attend the need to map and understand the processes for Service Desk implementation, we can associate Business Process Management (BPM) with ITIL®. The informations of Service Desk are important and must support to decision-making through retention and availability of knowledge. For this support, Artificial Intelligence (AI) techniques can be used, such as Artificial Neural Networks (ANNs) and Expert Systems (SEs). Therefore, the objective of this research was to develop a Service Desk implementation model in a public hospital with ITIL® and intelligent techniques to centralize, standardize and support the management of IT services. The organization, study object of this research, is a public general hospital, subordinated to Health State Secretary of Direct Administration, located in the suburb of São Paulo city. Such implementation was organized on five stages supported by the ITIL® books: Service Strategy; Service Design; Service Transition; Service Operation; and Continual Service Improvement. In a sixth stage, two questionnaires were applied to validate the use of SE and Service Desk. Among the results achieved, in this research, can be cited: time reduction in the opening of calls and incidents resolution; less dependence and impact in the absence of analysts; minimization of communication problems with clients; and acquisition, retention and availabilization of the generated knowledge, using AI techniques, to support decision-making. With this research, we conclude that the Service Desk implementation model permitteed the evolution from a Help Desk to a centralized and standardized Service Desk, which is supported by Artificial Intelligence Techniques on IT Service Management in public hospital.Uma organização que não possui Gerenciamento de Serviços de Tecnologia da Informação (GSTI) pode apresentar atrasos e dificuldades na comunicação devido à falta de centralização e padronização na informação, o que prejudica o apoio à tomada de decisão em diferentes segmentos, em especial na área da saúde, e mais precisamente em hospitais. A Information Technology Infrastructure Library (ITIL®), uma biblioteca de boas práticas de GSTI, recomenda a implementação de um Service Desk para tratar todo o ciclo de vida dos serviços de TI. A fim de atender a necessidade do mapeamento e da compreensão dos processos para a implementação do Service Desk, é possível associar a Business Process Management (BPM) à ITIL®. As informações contidas em um Service Desk são relevantes e devem apoiar a tomada de decisão por meio de retenção e disponibilização do conhecimento. Para esse apoio, pode-se utilizar de técnicas da Inteligência Artificial (IA), como as Redes Neurais Artificiais (RNAs) e os Sistemas Especialistas (SEs). Assim, o objetivo desta pesquisa foi desenvolver um modelo de implementação de Service Desk em hospital público, usando a ITIL® e as técnicas inteligentes, para centralizar, padronizar e apoiar o gerenciamento dos serviços de TI. A organização, objeto de estudo desta pesquisa, é um hospital geral de caráter público, subordinado à Secretaria de Estado da Saúde da Administração Direta, localizado na periferia da cidade de São Paulo. Tal implementação foi dividida em cinco fases apoiadas nos livros da ITIL®: Estratégia de Serviço; Desenho de Serviço; Transição de Serviço; Operação de Serviço e Melhoria de Serviço Continuada. Em uma sexta fase, dois questionários foram aplicados para validar o uso tanto do SE como do Service Desk. Dentre os resultados alcançados, com este estudo, destacam-se: redução do tempo para a abertura de chamados e resolução de incidentes; menor dependência e impacto na ausência de analistas; minimização de problemas de comunicação com os clientes; e aquisição, retenção e disponibilização do conhecimento gerado, com o uso de técnicas da IA, para apoiar a tomada de decisão. Desse modo, com o desenvolvimento desta pesquisa, concluiu-se que o modelo de implementação de Service Desk desenvolvido possibilitou a evolução do Help Desk para um Service Desk centralizado, padronizado e apoiado por técnicas da Inteligência Artificial no Gerenciamento dos Serviços de Tecnologia da Informação em hospital público.Submitted by Nadir Basilio (nadirsb@uninove.br) on 2021-12-02T14:26:58Z No. of bitstreams: 1 Edquel Bueno Prado Farias.pdf: 3635782 bytes, checksum: 11bc1778f15858494fab5aea4c4b5e1c (MD5)Made available in DSpace on 2021-12-02T14:26:58Z (GMT). No. of bitstreams: 1 Edquel Bueno Prado Farias.pdf: 3635782 bytes, checksum: 11bc1778f15858494fab5aea4c4b5e1c (MD5) Previous issue date: 2018-08-21application/pdfporUniversidade Nove de JulhoPrograma de Pós-Graduação em Informática e Gestão do ConhecimentoUNINOVEBrasilInformáticaservice desksistema especialistamapa auto-organizável de kohonenpadronização no atendimentohospital públicoservice deskexpert systemkohonen's self-organizing mapsstandardization of carepublic hospitalCIENCIA DA COMPUTACAO::SISTEMAS DE COMPUTACAOInformation technology infraestructure library e técnicas inteligentes na implementação de service deskinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesis8930092515683771531600info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da Uninoveinstname:Universidade Nove de Julho (UNINOVE)instacron:UNINOVEORIGINALEdquel Bueno Prado Farias.pdfEdquel Bueno Prado Farias.pdfapplication/pdf3635782http://localhost:8080/tede/bitstream/tede/2787/2/Edquel+Bueno+Prado+Farias.pdf11bc1778f15858494fab5aea4c4b5e1cMD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82165http://localhost:8080/tede/bitstream/tede/2787/1/license.txtbd3efa91386c1718a7f26a329fdcb468MD51tede/27872021-12-02 12:26:58.895oai:localhost:tede/2787Tk9UQTogQ09MT1FVRSBBUVVJIEEgU1VBIFBSw5NQUklBIExJQ0VOw4dBCkVzdGEgbGljZW7Dp2EgZGUgZXhlbXBsbyDDqSBmb3JuZWNpZGEgYXBlbmFzIHBhcmEgZmlucyBpbmZvcm1hdGl2b3MuCgpMSUNFTsOHQSBERSBESVNUUklCVUnDh8ODTyBOw4NPLUVYQ0xVU0lWQQoKQ29tIGEgYXByZXNlbnRhw6fDo28gZGVzdGEgbGljZW7Dp2EsIHZvY8OqIChvIGF1dG9yIChlcykgb3UgbyB0aXR1bGFyIGRvcyBkaXJlaXRvcyBkZSBhdXRvcikgY29uY2VkZSDDoCBVbml2ZXJzaWRhZGUgClhYWCAoU2lnbGEgZGEgVW5pdmVyc2lkYWRlKSBvIGRpcmVpdG8gbsOjby1leGNsdXNpdm8gZGUgcmVwcm9kdXppciwgIHRyYWR1emlyIChjb25mb3JtZSBkZWZpbmlkbyBhYmFpeG8pLCBlL291IApkaXN0cmlidWlyIGEgc3VhIHRlc2Ugb3UgZGlzc2VydGHDp8OjbyAoaW5jbHVpbmRvIG8gcmVzdW1vKSBwb3IgdG9kbyBvIG11bmRvIG5vIGZvcm1hdG8gaW1wcmVzc28gZSBlbGV0csO0bmljbyBlIAplbSBxdWFscXVlciBtZWlvLCBpbmNsdWluZG8gb3MgZm9ybWF0b3Mgw6F1ZGlvIG91IHbDrWRlby4KClZvY8OqIGNvbmNvcmRhIHF1ZSBhIFNpZ2xhIGRlIFVuaXZlcnNpZGFkZSBwb2RlLCBzZW0gYWx0ZXJhciBvIGNvbnRlw7pkbywgdHJhbnNwb3IgYSBzdWEgdGVzZSBvdSBkaXNzZXJ0YcOnw6NvIApwYXJhIHF1YWxxdWVyIG1laW8gb3UgZm9ybWF0byBwYXJhIGZpbnMgZGUgcHJlc2VydmHDp8Ojby4KClZvY8OqIHRhbWLDqW0gY29uY29yZGEgcXVlIGEgU2lnbGEgZGUgVW5pdmVyc2lkYWRlIHBvZGUgbWFudGVyIG1haXMgZGUgdW1hIGPDs3BpYSBhIHN1YSB0ZXNlIG91IApkaXNzZXJ0YcOnw6NvIHBhcmEgZmlucyBkZSBzZWd1cmFuw6dhLCBiYWNrLXVwIGUgcHJlc2VydmHDp8Ojby4KClZvY8OqIGRlY2xhcmEgcXVlIGEgc3VhIHRlc2Ugb3UgZGlzc2VydGHDp8OjbyDDqSBvcmlnaW5hbCBlIHF1ZSB2b2PDqiB0ZW0gbyBwb2RlciBkZSBjb25jZWRlciBvcyBkaXJlaXRvcyBjb250aWRvcyAKbmVzdGEgbGljZW7Dp2EuIFZvY8OqIHRhbWLDqW0gZGVjbGFyYSBxdWUgbyBkZXDDs3NpdG8gZGEgc3VhIHRlc2Ugb3UgZGlzc2VydGHDp8OjbyBuw6NvLCBxdWUgc2VqYSBkZSBzZXUgCmNvbmhlY2ltZW50bywgaW5mcmluZ2UgZGlyZWl0b3MgYXV0b3JhaXMgZGUgbmluZ3XDqW0uCgpDYXNvIGEgc3VhIHRlc2Ugb3UgZGlzc2VydGHDp8OjbyBjb250ZW5oYSBtYXRlcmlhbCBxdWUgdm9jw6ogbsOjbyBwb3NzdWkgYSB0aXR1bGFyaWRhZGUgZG9zIGRpcmVpdG9zIGF1dG9yYWlzLCB2b2PDqiAKZGVjbGFyYSBxdWUgb2J0ZXZlIGEgcGVybWlzc8OjbyBpcnJlc3RyaXRhIGRvIGRldGVudG9yIGRvcyBkaXJlaXRvcyBhdXRvcmFpcyBwYXJhIGNvbmNlZGVyIMOgIFNpZ2xhIGRlIFVuaXZlcnNpZGFkZSAKb3MgZGlyZWl0b3MgYXByZXNlbnRhZG9zIG5lc3RhIGxpY2Vuw6dhLCBlIHF1ZSBlc3NlIG1hdGVyaWFsIGRlIHByb3ByaWVkYWRlIGRlIHRlcmNlaXJvcyBlc3TDoSBjbGFyYW1lbnRlIAppZGVudGlmaWNhZG8gZSByZWNvbmhlY2lkbyBubyB0ZXh0byBvdSBubyBjb250ZcO6ZG8gZGEgdGVzZSBvdSBkaXNzZXJ0YcOnw6NvIG9yYSBkZXBvc2l0YWRhLgoKQ0FTTyBBIFRFU0UgT1UgRElTU0VSVEHDh8ODTyBPUkEgREVQT1NJVEFEQSBURU5IQSBTSURPIFJFU1VMVEFETyBERSBVTSBQQVRST0PDjU5JTyBPVSAKQVBPSU8gREUgVU1BIEFHw4pOQ0lBIERFIEZPTUVOVE8gT1UgT1VUUk8gT1JHQU5JU01PIFFVRSBOw4NPIFNFSkEgQSBTSUdMQSBERSAKVU5JVkVSU0lEQURFLCBWT0PDiiBERUNMQVJBIFFVRSBSRVNQRUlUT1UgVE9ET1MgRSBRVUFJU1FVRVIgRElSRUlUT1MgREUgUkVWSVPDg08gQ09NTyAKVEFNQsOJTSBBUyBERU1BSVMgT0JSSUdBw4fDlUVTIEVYSUdJREFTIFBPUiBDT05UUkFUTyBPVSBBQ09SRE8uCgpBIFNpZ2xhIGRlIFVuaXZlcnNpZGFkZSBzZSBjb21wcm9tZXRlIGEgaWRlbnRpZmljYXIgY2xhcmFtZW50ZSBvIHNldSBub21lIChzKSBvdSBvKHMpIG5vbWUocykgZG8ocykgCmRldGVudG9yKGVzKSBkb3MgZGlyZWl0b3MgYXV0b3JhaXMgZGEgdGVzZSBvdSBkaXNzZXJ0YcOnw6NvLCBlIG7Do28gZmFyw6EgcXVhbHF1ZXIgYWx0ZXJhw6fDo28sIGFsw6ltIGRhcXVlbGFzIApjb25jZWRpZGFzIHBvciBlc3RhIGxpY2Vuw6dhLgo=Biblioteca Digital de Teses e Dissertaçõeshttp://bibliotecatede.uninove.br/PRIhttp://bibliotecatede.uninove.br/oai/requestbibliotecatede@uninove.br||bibliotecatede@uninove.bropendoar:2021-12-02T14:26:58Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
dc.title.por.fl_str_mv |
Information technology infraestructure library e técnicas inteligentes na implementação de service desk |
title |
Information technology infraestructure library e técnicas inteligentes na implementação de service desk |
spellingShingle |
Information technology infraestructure library e técnicas inteligentes na implementação de service desk Farias, Edquel Bueno Prado service desk sistema especialista mapa auto-organizável de kohonen padronização no atendimento hospital público service desk expert system kohonen's self-organizing maps standardization of care public hospital CIENCIA DA COMPUTACAO::SISTEMAS DE COMPUTACAO |
title_short |
Information technology infraestructure library e técnicas inteligentes na implementação de service desk |
title_full |
Information technology infraestructure library e técnicas inteligentes na implementação de service desk |
title_fullStr |
Information technology infraestructure library e técnicas inteligentes na implementação de service desk |
title_full_unstemmed |
Information technology infraestructure library e técnicas inteligentes na implementação de service desk |
title_sort |
Information technology infraestructure library e técnicas inteligentes na implementação de service desk |
author |
Farias, Edquel Bueno Prado |
author_facet |
Farias, Edquel Bueno Prado |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Sassi, Renato José |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/8750334661789610 |
dc.contributor.referee1.fl_str_mv |
Sassi, Renato José |
dc.contributor.referee1Lattes.fl_str_mv |
http://lattes.cnpq.br/8750334661789610 |
dc.contributor.referee2.fl_str_mv |
Canto, Nilton Cesar Furtado |
dc.contributor.referee2Lattes.fl_str_mv |
http://lattes.cnpq.br/0120327365065950 |
dc.contributor.referee3.fl_str_mv |
Gaspar, Marcos Antonio |
dc.contributor.referee3Lattes.fl_str_mv |
http://lattes.cnpq.br/3809285940688486 |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/4400977701222687 |
dc.contributor.author.fl_str_mv |
Farias, Edquel Bueno Prado |
contributor_str_mv |
Sassi, Renato José Sassi, Renato José Canto, Nilton Cesar Furtado Gaspar, Marcos Antonio |
dc.subject.por.fl_str_mv |
service desk sistema especialista mapa auto-organizável de kohonen padronização no atendimento hospital público |
topic |
service desk sistema especialista mapa auto-organizável de kohonen padronização no atendimento hospital público service desk expert system kohonen's self-organizing maps standardization of care public hospital CIENCIA DA COMPUTACAO::SISTEMAS DE COMPUTACAO |
dc.subject.eng.fl_str_mv |
service desk expert system kohonen's self-organizing maps standardization of care public hospital |
dc.subject.cnpq.fl_str_mv |
CIENCIA DA COMPUTACAO::SISTEMAS DE COMPUTACAO |
description |
An organization that does not have IT Service Management (ITSM) may experience delays and difficulties on communication due to lack of centralization and standardization of information, something that prejudice the support to decision-making in different segments, especially in the health area, and more precisely in hospitals. The Information Technology Infrastructure Library (ITIL®), a library of best practices from ITSM, recommends implementing a Service Desk to address the entire IT service life cycle. To attend the need to map and understand the processes for Service Desk implementation, we can associate Business Process Management (BPM) with ITIL®. The informations of Service Desk are important and must support to decision-making through retention and availability of knowledge. For this support, Artificial Intelligence (AI) techniques can be used, such as Artificial Neural Networks (ANNs) and Expert Systems (SEs). Therefore, the objective of this research was to develop a Service Desk implementation model in a public hospital with ITIL® and intelligent techniques to centralize, standardize and support the management of IT services. The organization, study object of this research, is a public general hospital, subordinated to Health State Secretary of Direct Administration, located in the suburb of São Paulo city. Such implementation was organized on five stages supported by the ITIL® books: Service Strategy; Service Design; Service Transition; Service Operation; and Continual Service Improvement. In a sixth stage, two questionnaires were applied to validate the use of SE and Service Desk. Among the results achieved, in this research, can be cited: time reduction in the opening of calls and incidents resolution; less dependence and impact in the absence of analysts; minimization of communication problems with clients; and acquisition, retention and availabilization of the generated knowledge, using AI techniques, to support decision-making. With this research, we conclude that the Service Desk implementation model permitteed the evolution from a Help Desk to a centralized and standardized Service Desk, which is supported by Artificial Intelligence Techniques on IT Service Management in public hospital. |
publishDate |
2018 |
dc.date.issued.fl_str_mv |
2018-08-21 |
dc.date.accessioned.fl_str_mv |
2021-12-02T14:26:58Z |
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info:eu-repo/semantics/publishedVersion |
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info:eu-repo/semantics/masterThesis |
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masterThesis |
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publishedVersion |
dc.identifier.citation.fl_str_mv |
Farias, Edquel Bueno Prado. Information technology infraestructure library e técnicas inteligentes na implementação de service desk. 2018. 193 f. Dissertação( Programa de Pós-Graduação em Informática e Gestão do Conhecimento) - Universidade Nove de Julho, São Paulo. |
dc.identifier.uri.fl_str_mv |
http://bibliotecatede.uninove.br/handle/tede/2787 |
identifier_str_mv |
Farias, Edquel Bueno Prado. Information technology infraestructure library e técnicas inteligentes na implementação de service desk. 2018. 193 f. Dissertação( Programa de Pós-Graduação em Informática e Gestão do Conhecimento) - Universidade Nove de Julho, São Paulo. |
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http://bibliotecatede.uninove.br/handle/tede/2787 |
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por |
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Brasil |
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