Estudo de caso para a implantação de uma ferramenta de Service Desk no NRC/UFJF

Abstract

The Center for Computational Resources (NRC) is responsible for Information Technology (IT) at the Institute of Exact Sciences of the Federal University of Juiz de Fora (UFJF). Currently, this center has a tool for users of IT services to open calls for the technical staff. However, this tool has limited resources, not being able to fully meet the UFJF requirements. Seeking to improve NRC’s IT management, emphasizing the Service Operation, the present work carried out a study to find a new tool to support the user service and asset management activities of the center. In order to achieve that goal, a literature review was carried out in the area of IT Service Management, from which the ITIL® library was identified, where it was possible to deepen some aspects relevant to the Service Operation, with the purpose of improving customer services. When analyzing the works related to the topic under study, tools were identified that serve this purpose and, later, an analysis was made in order to choose one of them for implantation in the NRC. The expectation is that the chosen tool will assist the technical staff in the accomplishment of the user’s calls and in the process of attending to the calls, besides enabling strategic decision making by the coordination from the data stored in the system.