Análise e desenvolvimento de solução de service desk management - ITIL® V3: service asset & configuration management e service level management

Detalhes bibliográficos
Autor(a) principal: Reis, Ricardo Manuel Vitória
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/10451/13900
Resumo: This project aims to analyze and develop a Service Desk Management solution based on ITIL® v3 best practices. From the processes that the Information Technology Service Management best practices ITIL® v3 framework advocates for this kind of projects, this document will refer to the six that are part of the project: Incident Management, Problem Management, Change Management, Release & Deployment Management, Service Asset & Configuration Management and Service Level Management. The first 4 were implemented in conjunction with other PEI, and the remaining two are specific to this project and will be particularly focused here. As far as the six processes discussed are concerned, and in the context of this Project, it will be presented the related work already undertaken in this area and it will be detailed, both the analysis and design of the proposed solution and the implementation of the two most focused processes in the project: Service Asset & Configuration Management and Service Level Management.
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spelling Análise e desenvolvimento de solução de service desk management - ITIL® V3: service asset & configuration management e service level managementOutSystems Agile PlatformService Asset & Configuration ManagementITIL® v3Service Level ManagementService Desk ManagementThis project aims to analyze and develop a Service Desk Management solution based on ITIL® v3 best practices. From the processes that the Information Technology Service Management best practices ITIL® v3 framework advocates for this kind of projects, this document will refer to the six that are part of the project: Incident Management, Problem Management, Change Management, Release & Deployment Management, Service Asset & Configuration Management and Service Level Management. The first 4 were implemented in conjunction with other PEI, and the remaining two are specific to this project and will be particularly focused here. As far as the six processes discussed are concerned, and in the context of this Project, it will be presented the related work already undertaken in this area and it will be detailed, both the analysis and design of the proposed solution and the implementation of the two most focused processes in the project: Service Asset & Configuration Management and Service Level Management.Ramos, Miguel Ângelo de Jesus PereiraTeixeira, Carlos Jorge da ConceiçãoRepositório da Universidade de LisboaReis, Ricardo Manuel Vitória2011-12-19T11:00:38Z20112011-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10451/13900porinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-08T15:59:21Zoai:repositorio.ul.pt:10451/13900Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T21:35:50.127848Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Análise e desenvolvimento de solução de service desk management - ITIL® V3: service asset & configuration management e service level management
title Análise e desenvolvimento de solução de service desk management - ITIL® V3: service asset & configuration management e service level management
spellingShingle Análise e desenvolvimento de solução de service desk management - ITIL® V3: service asset & configuration management e service level management
Reis, Ricardo Manuel Vitória
OutSystems Agile Platform
Service Asset & Configuration Management
ITIL® v3
Service Level Management
Service Desk Management
title_short Análise e desenvolvimento de solução de service desk management - ITIL® V3: service asset & configuration management e service level management
title_full Análise e desenvolvimento de solução de service desk management - ITIL® V3: service asset & configuration management e service level management
title_fullStr Análise e desenvolvimento de solução de service desk management - ITIL® V3: service asset & configuration management e service level management
title_full_unstemmed Análise e desenvolvimento de solução de service desk management - ITIL® V3: service asset & configuration management e service level management
title_sort Análise e desenvolvimento de solução de service desk management - ITIL® V3: service asset & configuration management e service level management
author Reis, Ricardo Manuel Vitória
author_facet Reis, Ricardo Manuel Vitória
author_role author
dc.contributor.none.fl_str_mv Ramos, Miguel Ângelo de Jesus Pereira
Teixeira, Carlos Jorge da Conceição
Repositório da Universidade de Lisboa
dc.contributor.author.fl_str_mv Reis, Ricardo Manuel Vitória
dc.subject.por.fl_str_mv OutSystems Agile Platform
Service Asset & Configuration Management
ITIL® v3
Service Level Management
Service Desk Management
topic OutSystems Agile Platform
Service Asset & Configuration Management
ITIL® v3
Service Level Management
Service Desk Management
description This project aims to analyze and develop a Service Desk Management solution based on ITIL® v3 best practices. From the processes that the Information Technology Service Management best practices ITIL® v3 framework advocates for this kind of projects, this document will refer to the six that are part of the project: Incident Management, Problem Management, Change Management, Release & Deployment Management, Service Asset & Configuration Management and Service Level Management. The first 4 were implemented in conjunction with other PEI, and the remaining two are specific to this project and will be particularly focused here. As far as the six processes discussed are concerned, and in the context of this Project, it will be presented the related work already undertaken in this area and it will be detailed, both the analysis and design of the proposed solution and the implementation of the two most focused processes in the project: Service Asset & Configuration Management and Service Level Management.
publishDate 2011
dc.date.none.fl_str_mv 2011-12-19T11:00:38Z
2011
2011-01-01T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10451/13900
url http://hdl.handle.net/10451/13900
dc.language.iso.fl_str_mv por
language por
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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