Mapeamento do processo de Helpdesk

dc.contributor.advisor	Saggiorato, Silvia Maria
dc.contributor.author	Dutra, Mariana Nassar
dc.date.accessioned	2017-09-14T16:00:52Z
dc.date.accessioned	2022-09-22T19:26:56Z
dc.date.available	2017-09-14T16:00:52Z
dc.date.available	2022-09-22T19:26:56Z
dc.date.issued	2012
dc.identifier.uri	https://hdl.handle.net/20.500.12032/60995
dc.description.abstract	The following research has the objective of mapping the Help Desk process of the company named CYZ (fictional name to protect the company’s privacy). This process was chosen because of the importance support control procedures have to the company. A bibliographic revision was achived regarding what is process, Help Desk process, Business Process Management (BPM) and it’s benefits, the concept of indicators, an explanation of the BPMN notation and the cycle of BPM. Through interviews, the current process situation was identified, it’s existing problems, and the suggestion of enhancements through a BPM tool (the Bizagi) for mapping and documentation. The results obtained in this research show that the usage of this methods will improve the process’ control and padron.	en
dc.publisher	Universidade do Vale do Rio dos Sinos	pt_BR
dc.subject	Indicadores	pt_BR
dc.subject	Business process management	en
dc.title	Mapeamento do processo de Helpdesk	pt_BR
dc.type	TCC	pt_BR

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