Aplicação de um método de modelagem de processo de negócio para o CPD da UFAM

Abstract

The research discusses, the process of modeling of business for a data processing Center at the Federal University of Amazonas in the expectation to take care of and to qualify the demands of the users. By means of information technologies, the process to point that the modeling is necessary in sight of the need for improving management and services for the implementation of organizational change. The work is a case study in which relevant information had been gotten by interviewing involved people into comments, problems and suggestions had been collected, together with the literature. It describes a methodology of modeling of business processes and its application in a responsible agency for the supporting and developing its solutions. Initially, it was modeled the actual processes executed on the institute and after it was considered as critical the process customer service. This service runs in all sectors, but there is not a single channel of communication between users and IT organ. The study revealed that the problem is in the interface, not in the existing processes, is suggested as the solution design and implementation of a Service Desk by following the ITIL best practices management of services in IT, which will enable the filtering and distribution of calls to the sectors responsible Based on the described model the customer service was redesigned and created the catalogue of services. The modeled processes helped to identify a critical problem and allowed to the manager to decide the best solution that aligns with the real needs of IT. The implementation of the Service Desk will bring a better organization in attendance, better performance and agility in the practice of these services