Análise e desenvolvimento de solução de srevice desk management- knowledge management & request fulfillment

• Autor(a) principal: Pinto, Nélson Ricardo Alves
• Data de Publicação: 2011
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10451/13885
• topic: ITIL® v3; Service Desk Management; Knowledge Management and Request Fulfillment; SCRUM Agile Methodology

This project is the analysis and development of a Service Desk Management solution based on best practices advocated by ITIL® v3. To support the developed solution, I will present the main concepts applied, namely, the ITSM best practices ITIL® framework, the OutSystems Agile development plataform, that adopts the development methodology to be used, the SCRUM Agile Methodology. This report will focus on the processes advocated by ITIL® v3: Incident Management, Problem Management, Change Management, Release & Deployment Management, Knowledge Management and Request Fulfillment. The first four were implemented in partnership with another PEI and the remaining are specific to this project. The specific processes were developed in the implementation phase of the solution, consisting of the implementation of the administration panel, and creation, approval, validation, classification, routing and closure of knowledge records or service requests. After the development of the solution, the implemented processes have been tested by end users, giving their approval.