Mobile service desk: integrando sensibilidade ao contexto e sistema de recomendação
Ano de defesa: | 2013 |
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Autor(a) principal: | |
Orientador(a): | |
Banca de defesa: | |
Tipo de documento: | Dissertação |
Tipo de acesso: | Acesso aberto |
Idioma: | por |
Instituição de defesa: |
Universidade Federal de Santa Maria
BR Ciência da Computação UFSM Programa de Pós-Graduação em Informática |
Programa de Pós-Graduação: |
Não Informado pela instituição
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Departamento: |
Não Informado pela instituição
|
País: |
Não Informado pela instituição
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Palavras-chave em Português: | |
Link de acesso: | http://repositorio.ufsm.br/handle/1/5416 |
Resumo: | The management of problems occurred in environments that make use of Information Technology (IT), coupled with the need for a rapid response support teams, makes organizations require systems to manage these incidents. The Service Desk presents itself as a good solution to centralize these records. Concepts based computing context, recommender systems, mobile computing can enhance these applications. Therefore, the aim of this work is to design and implement a system of Service Desk Mobile, called Mobile Service Desk (MSD), which adds context awareness features such as user location, technical experience and temporal context. Moreover, the tool is integrated into a recommendation system, which stores past interactions and suggests as a possible solution for new similar incidents occurring in the managed environment. As contributions of this work, in addition to system design that aims to reduce unnecessary time-shift and optimize the allocation of technical, algorithms were compared for similarity analysis and applied to NBR 9241-11 for usability evaluation of some products Service Desk. |