Contexto de expertise e localização influenciando a gerência de TI
Autor(a) principal: | |
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Data de Publicação: | 2011 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Manancial - Repositório Digital da UFSM |
Texto Completo: | http://repositorio.ufsm.br/handle/1/5379 |
Resumo: | The modern organizations are becoming increasingly dependent on Information Technology (IT), which requires implementation of an effective management support on this area where the high investments achieved can add value for the companies. The intent of reducing the damage caused by unusual computer problems is to provide an active and complete technical assistance to the users. This support team, which is responsible for IT maintenance, was initially named help desk and later, it was modified to service desk due to its significance and the integrated services that were added in this work area. The high diversity of hardware and software besides the current user s demand, which increase the complexity of the technical assistance, creates a new request: the human resource allocation that provides an appropriate profile for solving different types of computers problems. Professionals, who don t have the proper expertise (work experience and practice) for specific maintenance, can bring unnecessary travel for the technician and work inactivity for the requester.This paper aims the adjustment of a service desk tool developed at the Federal University of Santa Maria. The remodelling involves a context-aware computing, location awareness and temporal context characteristics and the technician expertise. The main results demonstrate a service desk context-aware system (sdvpc-SC), that also enables its access through a mobile device and the improvement of technical calls distributed by expertise and geographical location. The tests proved that the system is technically possible and its adjustments can be easily implemented in different types systems of the same category. |
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2011-12-022011-12-022011-03-17LÔBO, Jaziel Souza. THE EFFECTS OF LOCATION AND EXPERTISE AWARENESS ON INFORMATION TECHNOLOGY MANAGEMENT. 2011. 100 f. Dissertação (Mestrado em Ciência da Computação) - Universidade Federal de Santa Maria, Santa Maria, 2011.http://repositorio.ufsm.br/handle/1/5379The modern organizations are becoming increasingly dependent on Information Technology (IT), which requires implementation of an effective management support on this area where the high investments achieved can add value for the companies. The intent of reducing the damage caused by unusual computer problems is to provide an active and complete technical assistance to the users. This support team, which is responsible for IT maintenance, was initially named help desk and later, it was modified to service desk due to its significance and the integrated services that were added in this work area. The high diversity of hardware and software besides the current user s demand, which increase the complexity of the technical assistance, creates a new request: the human resource allocation that provides an appropriate profile for solving different types of computers problems. Professionals, who don t have the proper expertise (work experience and practice) for specific maintenance, can bring unnecessary travel for the technician and work inactivity for the requester.This paper aims the adjustment of a service desk tool developed at the Federal University of Santa Maria. The remodelling involves a context-aware computing, location awareness and temporal context characteristics and the technician expertise. The main results demonstrate a service desk context-aware system (sdvpc-SC), that also enables its access through a mobile device and the improvement of technical calls distributed by expertise and geographical location. The tests proved that the system is technically possible and its adjustments can be easily implemented in different types systems of the same category.As organizações modernas estão se tornando cada vez mais dependentes da Tecnologia da Informação (TI), o que torna imprescindível a implementação de um gerenciamento efetivo da TI para que os altos investimentos realizados no setor possam agregar valor às empresas. Quando surge um problema em algum equipamento de informática, ocasionando um funcionamento anormal dos serviços, espera-se que o usuário tenha uma resposta rápida e clara da equipe de suporte para minimizar os prejuízos causados. Esta equipe de suporte, responsável por resolver os problemas de TI, foi inicialmente denominada help desk, mas devido a sua importância e a novos serviços agregados a sua área de atuação passou a ser chamada de service desk. A grande diversidade de hardware e software aliada as atuais exigências dos usuários torna o atendimento mais complexo e cria uma nova demanda: a alocação de recursos humanos que apresentem o perfil adequado para resolução dos diferentes tipos de problemas. Alocar técnicos que não possuem a expertise (experiência e prática) correta para a solução do problema pode ocasionar, para o técnico, a perda de tempo pelo deslocamento desnecessário, e para o usuário a ociosidade devido à falta de solução do incidente no primeiro atendimento. Este trabalho apresenta a adaptação de uma ferramenta de service desk desenvolvida na Universidade Federal de Santa Maria. As adequações envolvem características da computação sensível ao contexto de localização, temporal e de expertise do técnico. Como principais resultados, obteve-se um sistema de service desk sensível ao contexto (sdvpc-SC), que possibilita o seu acesso através de dispositivo móvel, com a otimização das chamadas por expertise e a localização geográfica do técnico. Os testes demonstraram que o sistema é tecnicamente viável e as adaptações realizadas neste trabalho podem ser facilmente implementadas em diferentes tipos de sistemas da mesma categoria.application/pdfporUniversidade Federal de Santa MariaPrograma de Pós-Graduação em InformáticaUFSMBRCiência da ComputaçãoService deskCentral de serviçosExpertiseComputação pervasivaComputação sensível ao contextoContexto de localizaçãoService deskExpertisePervasive computingContext-aware computingLocation awarenessCNPQ::CIENCIAS EXATAS E DA TERRA::CIENCIA DA COMPUTACAOContexto de expertise e localização influenciando a gerência de TIThe effects of location and expertise awareness on information technology managementinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisMedina, Roseclea Duartehttp://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4706836P9Trentin, Marco Antônio Sandinihttp://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4768495Y0Nunes, Raul Cerettahttp://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4792667H1http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4550317Y7Lôbo, Jaziel Souza100300000007400300300300500c6918a1d-9f6d-45ed-a020-d36997573c79c8f59e45-9a26-46be-9973-7dfbdd17b92dffb3bb57-ea13-48c3-993a-144fb5ae369003d96a4a-a5e5-4e30-95ce-d8e373349b37info:eu-repo/semantics/openAccessreponame:Manancial - Repositório Digital da UFSMinstname:Universidade Federal de Santa Maria (UFSM)instacron:UFSMORIGINALLOBO, JAZIEL SOUZA.pdfapplication/pdf3418853http://repositorio.ufsm.br/bitstream/1/5379/1/LOBO%2c%20JAZIEL%20SOUZA.pdff1519554aeb7ee6d3606f033a7b50e94MD51TEXTLOBO, JAZIEL SOUZA.pdf.txtLOBO, JAZIEL SOUZA.pdf.txtExtracted texttext/plain182360http://repositorio.ufsm.br/bitstream/1/5379/2/LOBO%2c%20JAZIEL%20SOUZA.pdf.txt2ece600509cb1915ad7936692795e5a2MD52THUMBNAILLOBO, JAZIEL SOUZA.pdf.jpgLOBO, JAZIEL SOUZA.pdf.jpgIM Thumbnailimage/jpeg4646http://repositorio.ufsm.br/bitstream/1/5379/3/LOBO%2c%20JAZIEL%20SOUZA.pdf.jpg3e79ba32ab9f1b01673a876d84c8bce4MD531/53792022-03-02 17:31:49.086oai:repositorio.ufsm.br:1/5379Repositório Institucionalhttp://repositorio.ufsm.br/PUBhttp://repositorio.ufsm.br/oai/requestopendoar:39132022-03-02T20:31:49Manancial - Repositório Digital da UFSM - Universidade Federal de Santa Maria (UFSM)false |
dc.title.por.fl_str_mv |
Contexto de expertise e localização influenciando a gerência de TI |
dc.title.alternative.eng.fl_str_mv |
The effects of location and expertise awareness on information technology management |
title |
Contexto de expertise e localização influenciando a gerência de TI |
spellingShingle |
Contexto de expertise e localização influenciando a gerência de TI Lôbo, Jaziel Souza Service desk Central de serviços Expertise Computação pervasiva Computação sensível ao contexto Contexto de localização Service desk Expertise Pervasive computing Context-aware computing Location awareness CNPQ::CIENCIAS EXATAS E DA TERRA::CIENCIA DA COMPUTACAO |
title_short |
Contexto de expertise e localização influenciando a gerência de TI |
title_full |
Contexto de expertise e localização influenciando a gerência de TI |
title_fullStr |
Contexto de expertise e localização influenciando a gerência de TI |
title_full_unstemmed |
Contexto de expertise e localização influenciando a gerência de TI |
title_sort |
Contexto de expertise e localização influenciando a gerência de TI |
author |
Lôbo, Jaziel Souza |
author_facet |
Lôbo, Jaziel Souza |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Medina, Roseclea Duarte |
dc.contributor.advisor1Lattes.fl_str_mv |
http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4706836P9 |
dc.contributor.referee1.fl_str_mv |
Trentin, Marco Antônio Sandini |
dc.contributor.referee1Lattes.fl_str_mv |
http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4768495Y0 |
dc.contributor.referee2.fl_str_mv |
Nunes, Raul Ceretta |
dc.contributor.referee2Lattes.fl_str_mv |
http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4792667H1 |
dc.contributor.authorLattes.fl_str_mv |
http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4550317Y7 |
dc.contributor.author.fl_str_mv |
Lôbo, Jaziel Souza |
contributor_str_mv |
Medina, Roseclea Duarte Trentin, Marco Antônio Sandini Nunes, Raul Ceretta |
dc.subject.por.fl_str_mv |
Service desk Central de serviços Expertise Computação pervasiva Computação sensível ao contexto Contexto de localização |
topic |
Service desk Central de serviços Expertise Computação pervasiva Computação sensível ao contexto Contexto de localização Service desk Expertise Pervasive computing Context-aware computing Location awareness CNPQ::CIENCIAS EXATAS E DA TERRA::CIENCIA DA COMPUTACAO |
dc.subject.eng.fl_str_mv |
Service desk Expertise Pervasive computing Context-aware computing Location awareness |
dc.subject.cnpq.fl_str_mv |
CNPQ::CIENCIAS EXATAS E DA TERRA::CIENCIA DA COMPUTACAO |
description |
The modern organizations are becoming increasingly dependent on Information Technology (IT), which requires implementation of an effective management support on this area where the high investments achieved can add value for the companies. The intent of reducing the damage caused by unusual computer problems is to provide an active and complete technical assistance to the users. This support team, which is responsible for IT maintenance, was initially named help desk and later, it was modified to service desk due to its significance and the integrated services that were added in this work area. The high diversity of hardware and software besides the current user s demand, which increase the complexity of the technical assistance, creates a new request: the human resource allocation that provides an appropriate profile for solving different types of computers problems. Professionals, who don t have the proper expertise (work experience and practice) for specific maintenance, can bring unnecessary travel for the technician and work inactivity for the requester.This paper aims the adjustment of a service desk tool developed at the Federal University of Santa Maria. The remodelling involves a context-aware computing, location awareness and temporal context characteristics and the technician expertise. The main results demonstrate a service desk context-aware system (sdvpc-SC), that also enables its access through a mobile device and the improvement of technical calls distributed by expertise and geographical location. The tests proved that the system is technically possible and its adjustments can be easily implemented in different types systems of the same category. |
publishDate |
2011 |
dc.date.accessioned.fl_str_mv |
2011-12-02 |
dc.date.available.fl_str_mv |
2011-12-02 |
dc.date.issued.fl_str_mv |
2011-03-17 |
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.citation.fl_str_mv |
LÔBO, Jaziel Souza. THE EFFECTS OF LOCATION AND EXPERTISE AWARENESS ON INFORMATION TECHNOLOGY MANAGEMENT. 2011. 100 f. Dissertação (Mestrado em Ciência da Computação) - Universidade Federal de Santa Maria, Santa Maria, 2011. |
dc.identifier.uri.fl_str_mv |
http://repositorio.ufsm.br/handle/1/5379 |
identifier_str_mv |
LÔBO, Jaziel Souza. THE EFFECTS OF LOCATION AND EXPERTISE AWARENESS ON INFORMATION TECHNOLOGY MANAGEMENT. 2011. 100 f. Dissertação (Mestrado em Ciência da Computação) - Universidade Federal de Santa Maria, Santa Maria, 2011. |
url |
http://repositorio.ufsm.br/handle/1/5379 |
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por |
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openAccess |
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application/pdf |
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Universidade Federal de Santa Maria |
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Programa de Pós-Graduação em Informática |
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UFSM |
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BR |
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Ciência da Computação |
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Universidade Federal de Santa Maria |
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