Avaliação do processo de suporte a clientes de uma empresa de tecnologia da informação

Abstract

The main goal of this work is to evaluate the customer support process of the service center of an Information Technology company. A case study was carried out and the current process was modeled. For the analysis, the Pareto Diagram, the FMEA applied to the company system and the ITIL V3 recommendations were used. The study allowed to elaborate a proposal of improvement of the service process that includes the definition of levels of service, the creation of a knowledge base, a FAQ and an incident database. It was also possible to identify improvement points in the system offered by the company, which is directly related to the volume of incidents treated at the service center. It is hoped that the adoption of the suggestions contribute to the solution of the problems faced by the user and reported to the support.