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Publication
Implementação de um sistema de gestão de incidentes em uma média empresa
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 5.72 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
Este trabalho de projeto tem como objetivo a colmatação de falta de software de
gestão que permite gerir os processos de pedidos e incidentes em uma média empresa (PME).
Para atingir esse fim, será feita uma prospeção das diversas alternativas que existem no
mercado e posteriormente será selecionada a melhor ferramenta consoante os critérios
pressupostos a priori.
Os processos a implementar, deverão respeitar as normas e recomendações da
biblioteca de infraestrutura de tecnologia e informação (ITIL). Relativamente ao processo
técnico, serão instaladas e configuradas com as devidas integrações as seguintes ferramentas:
máquina virtual em ambiente WMware ESXi; Windows Server 2016; Active Directory;
Servicedesk Plus; SQL Server Management Studio; SQL Server 2019 Express.
Para concluir, na parte final do projeto serão feitos testes ao sistema e analisados os
resultados para se poder tirar conclusões da aplicabilidade do projeto e o cumprimento dos
objetivos traçados inicialmente.
This project’s work aims to fill the lack of helpdesk management software that allows to manage the processes of requests and incidents in a medium enterprise. To achieve this goal, a survey of the various alternatives that exist on the market will be made and then the best tool will be selected according to the criteria assumed previously. The processes to be implemented will have to respect the standards and recommendations of the infrastructure library of technology and information (ITIL). Regarding the technical process, the following tools will be installed and configured with the proper integrations: virtual machine in WMware ESXi environment; Windows Server 2016; Active Directory; Servicedesk Plus; SQL Server Management Studio; SQL Server 2019 Express. To conclude, in the final part of the project, tests will be made to the system and the results will be analyzed in order to draw conclusions about the applicability of the project and the fulfillment of the objectives initially outlined.
This project’s work aims to fill the lack of helpdesk management software that allows to manage the processes of requests and incidents in a medium enterprise. To achieve this goal, a survey of the various alternatives that exist on the market will be made and then the best tool will be selected according to the criteria assumed previously. The processes to be implemented will have to respect the standards and recommendations of the infrastructure library of technology and information (ITIL). Regarding the technical process, the following tools will be installed and configured with the proper integrations: virtual machine in WMware ESXi environment; Windows Server 2016; Active Directory; Servicedesk Plus; SQL Server Management Studio; SQL Server 2019 Express. To conclude, in the final part of the project, tests will be made to the system and the results will be analyzed in order to draw conclusions about the applicability of the project and the fulfillment of the objectives initially outlined.
Description
Keywords
Software de gestão Gestão de empresas Boas práticas ITIL SQL Servicedesk Plus Windows Server Information systems
Citation
Huzik, Pavlo - Implementação de um sistema de gestão de incidentes em uma média empresa [Em linha]. [S.l.]: [s.n.], 2020. 99 p.