2019-06-062019-06-062018RAIOL, Ingrid Furtado; SOUSA, Jeffson Celeiro. Análise de impacto de ferramentas de gestão de ordens de serviço: um estudo de caso no hospital João de Barros Barreto. Orientador: Sandro Ronaldo Bezerra Oliveira. 2019. 80 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: http://bdm.ufpa.br/jspui/handle/prefix/1426. Acesso em:.http://bdm.ufpa.br/jspui/handle/prefix/1426Facing the technology’s advancement and the increase of competitiveness between organizations, the assistance of information systems is necessary, mainly in the organization’s IT sector, to manage and to control calls and incidents. The SWOT matrix is an impact analysis technique and is divided in four parts: Strengths, Weaknesses, Opportunities and Threats. In this context, the aim of this paper is to present the impact analysis of three scenarios in the environment which the case study was performed: when using the SOS tool, when using the CAU tool, and when using the GLPI tool to control calls and incidents. This paper contributes to the area of information management in the environment which the case study was performed, since service quality can be measured, as well as it is possible to observe the environment’s improvement. It will be presented concepts about Information Systems, calls and incidents management, and the calls controlling tools of the environment which the case study was performed, as well as the results, which will be presented through graphics.Acesso AbertoSistemas de informaçãoGestão de chamados e incidenteFerramentas de controle de chamadosAnálise de impactoCNPQ::CIENCIAS EXATAS E DA TERRA::CIENCIA DA COMPUTACAOTrabalho de Curso - Graduação - Monografia