The service desk as a strategic asset for organizations

Detalhes bibliográficos
Autor(a) principal: da Silva Gomes, Nairon Nicolas
Data de Publicação: 2019
Outros Autores: Lavina, Maria Eduarda, da Silva, Solange Maria, Gruber, Vilson, Marcelino, Roderval
Tipo de documento: Artigo
Idioma: por
eng
Título da fonte: Sistemas & Gestão
Texto Completo: https://www.revistasg.uff.br/sg/article/view/1488
Resumo: The study aims to identify the current challenges and benefits of the use of service desk systems for the automated management of IT service demands and, consequently, to contribute to the theoretical framework on the subject. For this, an integrative review was carried out, based on previous studies on service desk systems in publications of the last five years in the indexed databases Scopus and Web of Science. It was possible to list several benefits and opportunities, as well as some challenges and actions to overcome them, so that the use of service desk tools becomes a process that has strategic value in organizations. In addition, the metrics that help in the continuous improvement of the tool have been raised so that it can be modeled according to the demand of the organization.
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spelling The service desk as a strategic asset for organizationsO service desk como um ativo estratégico para as organizaçõesService DeskDemand ManagementIT GovernanceIT ServicesService DeskGestão de DemandasGovernança de TIServiços de TI.The study aims to identify the current challenges and benefits of the use of service desk systems for the automated management of IT service demands and, consequently, to contribute to the theoretical framework on the subject. For this, an integrative review was carried out, based on previous studies on service desk systems in publications of the last five years in the indexed databases Scopus and Web of Science. It was possible to list several benefits and opportunities, as well as some challenges and actions to overcome them, so that the use of service desk tools becomes a process that has strategic value in organizations. In addition, the metrics that help in the continuous improvement of the tool have been raised so that it can be modeled according to the demand of the organization.O estudo visa identificar os desafios e benefícios atuais do uso de sistemas de service desk para a gestão automatizada de demandas de serviços de tecnologia da informação (TI) e, consequentemente, contribuir com o arcabouço teórico sobre o tema. Para tanto, foi realizada uma revisão integrativa, a partir de estudos pregressos sobre sistemas de service desk em publicações dos últimos cinco anos nas bases de dados indexadas Scopus e Web of Science. Foi possível elencar vários benefícios e oportunidades, bem como alguns desafios e ações para a sua superação, para que o uso de ferramentas de service desk se torne um processo que tenha valor estratégico nas organizações. Além disso, foram levantadas as métricas que auxiliam no melhoramento contínuo da ferramenta para que possa ser modelada de acordo com a demanda da organização.ABEC2019-04-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionRevisão Integrativatext/htmltext/htmlapplication/pdfapplication/pdfhttps://www.revistasg.uff.br/sg/article/view/148810.20985/1980-5160.2019.v14n1.1488Sistemas & Gestão; v. 14 n. 1 (2019): MARÇO 2019; 99-1071980-516010.20985/1980-5160.2019.v14n1reponame:Sistemas & Gestãoinstname:Universidade Federal Fluminense (UFF)instacron:UFFporenghttps://www.revistasg.uff.br/sg/article/view/1488/htmlhttps://www.revistasg.uff.br/sg/article/view/1488/html_1https://www.revistasg.uff.br/sg/article/view/1488/pdfhttps://www.revistasg.uff.br/sg/article/view/1488/pdf_1Copyright (c) 2019 Sistemas & Gestãoinfo:eu-repo/semantics/openAccessda Silva Gomes, Nairon NicolasLavina, Maria Eduardada Silva, Solange MariaGruber, VilsonMarcelino, Roderval2020-05-29T17:17:10Zoai:ojs.www.revistasg.uff.br:article/1488Revistahttps://www.revistasg.uff.br/sgPUBhttps://www.revistasg.uff.br/sg/oai||sg.revista@gmail.com|| periodicos@proppi.uff.br1980-51601980-5160opendoar:2020-05-29T17:17:10Sistemas & Gestão - Universidade Federal Fluminense (UFF)false
dc.title.none.fl_str_mv The service desk as a strategic asset for organizations
O service desk como um ativo estratégico para as organizações
title The service desk as a strategic asset for organizations
spellingShingle The service desk as a strategic asset for organizations
da Silva Gomes, Nairon Nicolas
Service Desk
Demand Management
IT Governance
IT Services
Service Desk
Gestão de Demandas
Governança de TI
Serviços de TI.
title_short The service desk as a strategic asset for organizations
title_full The service desk as a strategic asset for organizations
title_fullStr The service desk as a strategic asset for organizations
title_full_unstemmed The service desk as a strategic asset for organizations
title_sort The service desk as a strategic asset for organizations
author da Silva Gomes, Nairon Nicolas
author_facet da Silva Gomes, Nairon Nicolas
Lavina, Maria Eduarda
da Silva, Solange Maria
Gruber, Vilson
Marcelino, Roderval
author_role author
author2 Lavina, Maria Eduarda
da Silva, Solange Maria
Gruber, Vilson
Marcelino, Roderval
author2_role author
author
author
author
dc.contributor.author.fl_str_mv da Silva Gomes, Nairon Nicolas
Lavina, Maria Eduarda
da Silva, Solange Maria
Gruber, Vilson
Marcelino, Roderval
dc.subject.por.fl_str_mv Service Desk
Demand Management
IT Governance
IT Services
Service Desk
Gestão de Demandas
Governança de TI
Serviços de TI.
topic Service Desk
Demand Management
IT Governance
IT Services
Service Desk
Gestão de Demandas
Governança de TI
Serviços de TI.
description The study aims to identify the current challenges and benefits of the use of service desk systems for the automated management of IT service demands and, consequently, to contribute to the theoretical framework on the subject. For this, an integrative review was carried out, based on previous studies on service desk systems in publications of the last five years in the indexed databases Scopus and Web of Science. It was possible to list several benefits and opportunities, as well as some challenges and actions to overcome them, so that the use of service desk tools becomes a process that has strategic value in organizations. In addition, the metrics that help in the continuous improvement of the tool have been raised so that it can be modeled according to the demand of the organization.
publishDate 2019
dc.date.none.fl_str_mv 2019-04-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Revisão Integrativa
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.revistasg.uff.br/sg/article/view/1488
10.20985/1980-5160.2019.v14n1.1488
url https://www.revistasg.uff.br/sg/article/view/1488
identifier_str_mv 10.20985/1980-5160.2019.v14n1.1488
dc.language.iso.fl_str_mv por
eng
language por
eng
dc.relation.none.fl_str_mv https://www.revistasg.uff.br/sg/article/view/1488/html
https://www.revistasg.uff.br/sg/article/view/1488/html_1
https://www.revistasg.uff.br/sg/article/view/1488/pdf
https://www.revistasg.uff.br/sg/article/view/1488/pdf_1
dc.rights.driver.fl_str_mv Copyright (c) 2019 Sistemas & Gestão
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2019 Sistemas & Gestão
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv text/html
text/html
application/pdf
application/pdf
dc.publisher.none.fl_str_mv ABEC
publisher.none.fl_str_mv ABEC
dc.source.none.fl_str_mv Sistemas & Gestão; v. 14 n. 1 (2019): MARÇO 2019; 99-107
1980-5160
10.20985/1980-5160.2019.v14n1
reponame:Sistemas & Gestão
instname:Universidade Federal Fluminense (UFF)
instacron:UFF
instname_str Universidade Federal Fluminense (UFF)
instacron_str UFF
institution UFF
reponame_str Sistemas & Gestão
collection Sistemas & Gestão
repository.name.fl_str_mv Sistemas & Gestão - Universidade Federal Fluminense (UFF)
repository.mail.fl_str_mv ||sg.revista@gmail.com|| periodicos@proppi.uff.br
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