2019-11-052019-11-052019PAZ, Yasmin Luana Sales da. Uma proposta para melhoria do processo de gerenciamento de incidentes em um departamento de TI do TCM-PA. Orientador: Raimundo Viégas Junior. 2019. 94 f. Trabalho de Curso (Bacharelado em Ciência da Computação) – Faculdade de Computação, Instituto de Ciências Exatas e Naturais, Universidade Federal do Pará, Belém, 2019. Disponível em: https://bdm.ufpa.br/handle/prefix/2367. Acesso em:.https://bdm.ufpa.br/jspui/handle/prefix/2367This work presents a proposal for improving the Incident Management process in an IT department from a real-life government institution. The motivation for this work arose from the observation of the difficulties faced by the Diretoria de Tecnologia da Informação (DTI) of the Tribunal de Contas dos Municípios do Estado do Pará (TCM-PA) in answering and managing the support requests related to the Court’s applications. In order to build the theoretical basis for this work, principles of the ITILv3 library were covered. After the descriptive case study of the DTI department, a new Service Desk approach was proposed based on that framework. First, using the Bizagi Modeler software, the DTI Incident Management process was changed and restructured according to the proposed approach. Then, the Incident Ticket System osTicket was chosen and deployed to facilitate Service Desk activities. Furthermore, a user satisfaction survey was created in PHP in order to collect user ratings and feedback after incident closure. At last, the application Avaliação de Chamados was developed, using the Yii2 MVC framework, to enable the visualization of performance and customer satisfaction data by cross-checking information between the Incident Ticket System and the answers to the user satisfaction survey. The results presented by this work were extracted from the questionnaire carried out with members of the DTI team, as well as the user satisfaction survey. The analysis of the responses to the questionnaire indicates that there has been a significant improvement after the introduction of the changes proposed by this work. From the users’ perspective, the data obtained from the satisfaction survey suggests that there has also been a good satisfaction level among users after this proposal was introduced. The approach is expected to continue to foster quality, productivity, efficiency and strategic use of information, as well as a better relationship with the users of the products and services provided by the DTI department of the TCM-PA.Acesso AbertoITILService deskSistema de tickets de incidenteGerenciamento de incidentesSatisfação de usuárioCNPQ::CIENCIAS EXATAS E DA TERRA::CIENCIA DA COMPUTACAOTrabalho de Curso - Graduação - Monografia