Information technology infraestructure library e técnicas inteligentes na implementação de service desk

Abstract

An organization that does not have IT Service Management (ITSM) may experience delays and difficulties on communication due to lack of centralization and standardization of information, something that prejudice the support to decision-making in different segments, especially in the health area, and more precisely in hospitals. The Information Technology Infrastructure Library (ITIL®), a library of best practices from ITSM, recommends implementing a Service Desk to address the entire IT service life cycle. To attend the need to map and understand the processes for Service Desk implementation, we can associate Business Process Management (BPM) with ITIL®. The informations of Service Desk are important and must support to decision-making through retention and availability of knowledge. For this support, Artificial Intelligence (AI) techniques can be used, such as Artificial Neural Networks (ANNs) and Expert Systems (SEs). Therefore, the objective of this research was to develop a Service Desk implementation model in a public hospital with ITIL® and intelligent techniques to centralize, standardize and support the management of IT services. The organization, study object of this research, is a public general hospital, subordinated to Health State Secretary of Direct Administration, located in the suburb of São Paulo city. Such implementation was organized on five stages supported by the ITIL® books: Service Strategy; Service Design; Service Transition; Service Operation; and Continual Service Improvement. In a sixth stage, two questionnaires were applied to validate the use of SE and Service Desk. Among the results achieved, in this research, can be cited: time reduction in the opening of calls and incidents resolution; less dependence and impact in the absence of analysts; minimization of communication problems with clients; and acquisition, retention and availabilization of the generated knowledge, using AI techniques, to support decision-making. With this research, we conclude that the Service Desk implementation model permitteed the evolution from a Help Desk to a centralized and standardized Service Desk, which is supported by Artificial Intelligence Techniques on IT Service Management in public hospital.