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Authors
Abstract(s)
A alta disponibilidade dos sistemas de Tecnologias de Informação (TI) é cada vez
mais exigente para os seus gestores. O Information Technology Service Management
(ITSM) desempenha um papel fundamental nesse contexto, este tem como propósito
apoiar clientes e parceiros para uma melhor gestão dos serviços prestados. Isso resulta
numa melhoria na qualidade de serviços, reduzindo o tempo de inatividade e
interrupções. Para facilitar esta gestão de TI com recurso ao ITSM, será estudado o
Information Technology Infrastructure Library (ITIL). O framework ITIL tem como
objetivo auxiliar e facilitar a definição do negócio e a implementação da gestão de ITSM.
O presente trabalho, centrou-se, inicialmente, na análise e discussão dos conceitos
inerentes aos processos de TI. Os resultados deste estudo são apresentados ao longo
deste documento através da identificação e descrição das várias fases que compõem
tanto o ITSM como o ITIL. Partindo deste estudo, focado no ITSM e no ITIL, foram
identificados, numa fase seguinte, os fatores que estão associados à gestão do negócio
das TI. Os procedimentos necessários para a implementação de um sistema de
monitorização de TI baseado em ferramentas open source, são também apresentados
neste documento. Este sistema irá permitir monitorizar e analisar em tempo real uma
infraestrutura de TI, contribuindo para uma melhor gestão estratégica de TI. Permitirá
ainda, melhorar os serviços e a sua qualidade, bem como incrementar valor ao negócio
ao longo do tempo.
Abstract: The high availability of Information Technology (IT) systems is increasingly demanding for their managers. Information Technology Service Management (ITSM) plays a key role in this context, its purpose is to support customers and partners to better manage the services provided. This results in an improvement in service quality, reducing downtime and interruptions. To facilitate this IT management using ITSM, the Information Technology Infrastructure Library (ITIL) will be studied. The ITIL framework aims to help and facilitate the business definition and implementation of ITSM management. This work, initially, focused on the analysis and discussion of the concepts inherent to IT processes. The results of this study are presented throughout this document by identifying and describing the various phases that make up both ITSM and ITIL. Starting from this study, focused on ITSM and ITIL, the factors that are associated with IT business management were identified in a next phase. The procedures necessary for the implementation of an IT monitoring system based on open source tools are also presented in this document. This system will allow real-time monitoring and analysis of an IT infrastructure, contributing to better strategic IT management. It will also improve services and their quality, as well as increase business value over time.
Abstract: The high availability of Information Technology (IT) systems is increasingly demanding for their managers. Information Technology Service Management (ITSM) plays a key role in this context, its purpose is to support customers and partners to better manage the services provided. This results in an improvement in service quality, reducing downtime and interruptions. To facilitate this IT management using ITSM, the Information Technology Infrastructure Library (ITIL) will be studied. The ITIL framework aims to help and facilitate the business definition and implementation of ITSM management. This work, initially, focused on the analysis and discussion of the concepts inherent to IT processes. The results of this study are presented throughout this document by identifying and describing the various phases that make up both ITSM and ITIL. Starting from this study, focused on ITSM and ITIL, the factors that are associated with IT business management were identified in a next phase. The procedures necessary for the implementation of an IT monitoring system based on open source tools are also presented in this document. This system will allow real-time monitoring and analysis of an IT infrastructure, contributing to better strategic IT management. It will also improve services and their quality, as well as increase business value over time.
Description
Keywords
Information Technology Service Management Information Technology Infrastructure Library Gestão de processo de negócio Gestão de serviços empresariais Sistema de monitorização Business process management Business service management Monitoring system