Melhorando sistemas corporativos utilizando gestão de incidentes e gestão de problemas baseados em conceitos ITIL®

• Autor(a) principal: Minhoto, Wladmir de Almeida
• Data de Publicação: 2014
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações da PUC_SP
• Texto Completo: https://repositorio.pucsp.br/jspui/handle/handle/29407
• topic: CNPQ::CIENCIAS EXATAS E DA TERRA::CIENCIA DA COMPUTACAO::METODOLOGIA E TECNICAS DA COMPUTACAO::ENGENHARIA DE SOFTWARE; ITIL®; Processo; Melhorias; Confiabilidade; ITIL®; Processes; Improvements; Reliability

The ITIL practices can be considered quite complex especially when implemented in large companies with a high variability of processes and systems implemented. The amount of people willing to understand and accept the new processes is also a variable to be considered. The purpose of this paper is to present a more streamlined and organized the applicability of Incident Management, Problem Management and Knowledge Base, showing the paths that have not worked since the first implementations until the final proposal and the process execution itself, and also, experiences and literature who helped compose the entire scenario developed. In his conclusion, the final implementation and perceptions of risks including a new work direction as well as suggestions for how to keep alive the idea for the company, since the scenarios are likely to become increasingly complex