Detalhes bibliográficos
| Ano de defesa: |
2015 |
| Autor(a) principal: |
MELLO, Thiago Dias Freire de |
| Orientador(a): |
LOPES, Expedito Carlos |
| Banca de defesa: |
NUNES, Éldman de Oliveira,
SAMPAIO, Leobino Nascimento |
| Tipo de documento: |
Dissertação
|
| Tipo de acesso: |
Acesso aberto |
| Idioma: |
por |
| Instituição de defesa: |
Universidade Salvador
|
| Programa de Pós-Graduação: |
Sistemas e Computação
|
| Departamento: |
Sistemas e Computação
|
| País: |
Brasil
|
| Palavras-chave em Português: |
|
| Área do conhecimento CNPq: |
|
| Link de acesso: |
http://teste.tede.unifacs.br:8080/tede/handle/tede/483
|
Resumo: |
In present day, the services offered by Information Technology (IT) has become a key factor for organizations to achieve success. The unexpected interruption of these services, known as incidents, causing damage to organizations that can reach millions of dollars. Decisions and actions are constantly taken for support teams to repair and to normalize the services caused by these incidents. The process of efficient decision-making requires timing and standardization among all members of a team. Many organizations adopt Information Technology Infrastructure Library (ITIL) to structure and facilitate their decision-making. On its turn, two important models of artificial intelligence, Case-Based Reasoning (CBR) and Rule Based Reasoning (RBR), has aided the decision-making process using reasoning by analogy and rule, respectively. On the other hand we must structure at what time and when to use each of these arguments in decision support, defining and ordering a set of steps. This paper presents a methodological approach to support decision making in resolving IT incidents, described through a general decision process respecting a consolidated decision model, the model Simon decision, aided by the combination of techniques Case Based Reasoning (CBR) and Rules Based Reasoning (RBR), since ITIL does not propose the best practices for incident resolution analogy nor by rule. Therefore, the aim is to support decision-making of the support team through a methodological approach, in order to solve the incidents, considering the reasoning by analogy and reasoning by rule. A prototype was built to support decision-making with these two cited arguments relying on frameworks JColibri and Expert Sinta. A case study was carried out within an organization in order to evaluate the proposal of this work, being resolved four cases of incidents using the prototype with the built methodological approach. |
