A APLICAÇÃO DE BUSINESS INTELLIGENCE NA GERÊNCIA DE INCIDENTES DO ITIL
Journal Title: Revista Competência - Year 2015, Vol 8, Issue 1
Abstract
With the increase of good IT practices in companies, management information in order to increase the efficiency of their services becomes necessary. The objective of this paper is to present the application of “Business Intelligence” (BI) in ITIL Incident Management so that the indicators can be extracted, treated and measured so that they are presented in a way that facilitates reading and streamlines decision-making. With the cube generated, it was possible to realize, through an exploratory analysis, that BI can provide support in an existing service database. This results in the possibility of appropriate use of existing knowledge and experiences in the area of IT services; in higher quality of assistance in shorter time, and in the waste reduction in each call opened to report an incident. The methodology adopted for this article was an exploratory research with data collection through literature and experimental research.
Authors and Affiliations
Milena de Avila Peres Ramon Rosa Maia Vieira Junior Márcia Inês Marasca Lazzeri Paula Luisa Broenstrup Corrêa Rosane Gaspar Petter
Keywords
Related Articles
- EP ID EP677241
- DOI https://doi.org/10.24936/2177-4986.v8n1.2015.221
- Views 246
- Downloads 0
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