Implantação De Help Desk E Service Desk

Sistema Gerenciador de Banco de Dados SMS – Short Message Service (Serviço de Mensagens Curtas) TIC – Tecnologia da Informação e Comunicação URA – Unidade de Resposta Audível SUMÁRIO INTRODUÇÃO 9 1. O CALL CENTER 13 1.1 Conceito 13 1.2 A infra-estrutura 15 1.3 Recursos tecnológicos 16 2. SERVIÇOS PRESTADOS POR UM CALL CENTER 20 2.1 Serviço de Atendimento ao Consumidor (SAC) 20 2.2 Vendas 21 2.3 Pós-venda 23 2.4 Help Desk 24 2.5 Cobrança 26 3. A IMPORTÂNCIA DOS…

performance through an evaluation, selection and installation of management systems and the definition of management process. Because it works in a cyclical form, the AMIGA approach establishes a continuous environment control that guarantees quality of service in the long term. The AMIGA approach was evaluated on its use, through a case study and on its intrinsic value. The contributions of this work are: to present a new way of relating managent systems and TQC, to supply…

ASTRACT This project is a study by the fictional company called Consulting Software Developer for the client. Based on the case study presented, the Consulting, outsourced company will advise the company Soltware Developer, using all the services needed to evaluate, support, administration, management and maintenance of Information Technology environment. With the high competition among companies in the era of information technology, the major concern of the corporative market is how to

and increased revenue. This study demonstrates one way to achieve the goal mentioned above, applying the ITIL tool that demonstrates best practices in managing services for the information technology. Based on case study, the Consulting, outsourcing company to provide consulting for Soltware Developer Company, using all the necessary services for evaluation, support, administration, management and maintenance of the Information Technology environment. Keywords: Information Technology,…

prática facilita a comunicação clara e fluxo de trabalho entre todas as partes envolvidas no programa CSI B – esclarece os papeis e responsabilidades de cada um no programa CSI, que poderiam ser sobrepostas e confusas C – Identifica onde internas Service Level Agreements (SLAs) podem ser estabelecidas para implementar CSI D – fornece uma orientação clara para combinar o CSI processos de planejamento financeiro Se algo não pode ser medido, ele não deve ser documentado dentro de qual…

forma mais fluente possível. Para isso, a empresa opta pelas soluções Microsoft® System Center, permitindo-lhe gerenciar sua ampla infra-estrutura de TI no menor tempo e com as menores despesas. O Microsoft Systems Management Server 2003 facilita a implantação de novos softwares e atualizações em estações de trabalho e laptop e servidores, assim como seu processo de inventário e suporte, dinamizando, portanto, as operações de TI, ao mesmo tempo em que aumenta a confiabilidade e a…

software developement company, also located in São Paulo, and its goal is to deliver a study of impact analysis, planning, develop, implement and get certificad CMMI Level II, but during the evaluation work, we identified potencial for delivery of other services consultoria. For the solution indicating the result of the PIM, the documents will be used CMMI, Requirements Management, project Planning, Project Monitoring and Control. The Software Developer is a Company Developing…

informações através da informática, internet ou qualquer outro dispositivo ligado a computadores. Esse analfabetismo digital deve ser levado a sério pela empresa e pelo setor de gerenciamento de TI, para que a implantação do sistema ocorra num tempo curto e proveitoso. Cabe então ao setor de TI a implantação da tecnologia necessária à empresa e o treinamento dos funcionários para que ela possa ser usada de forma maximizada. Novas ferramentas de trabalho surgiram com o advento da…

amongst other proposals, to Developer Software a model of management in the guide of best the practical ones in the ITIIL management, focando in the improvement of the rendering of services. Moreover, it recommended the adoption of the corporative Governança, to bring benefits of financial control and quality of service. Amongst other recommendations for the Consulting it is: the adoption of And-Marketing, making possible the expansion of the amount of customers and the adoption of the…

the requirements of its residents should take into account not only the requirements of use and functionality but also the terrain of the environment "green" their operation. From the perspective of the ITIL environment of a software product is service. We will also address issues for Internet Systems, Free Software and Quality Management, seeking excellence in IT governance with business opportunities that emerge with the advent of new tools and technologies. Key-words: quality,…