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Integration of service, network and system management: current and forthcoming trends

Oliveira, José Luís; Aguiar, Rui; Lopes, Rui Pedro
Fonte: Instituto Politécnico de Bragança Publicador: Instituto Politécnico de Bragança
Tipo: Artigo de Revista Científica
Português
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A major problem that industry is being faced with is related to the miscellaneous of management requirements and to the explosion of management information. Network and systems management often make use of different tools and technologies. The introduction of Quality of Service in the Internet will bring increased needs for efficient service management approaches in the network. The integration of these different kinds of management approaches into a common framework is critical for the future development of the Internet and intranets. This paper exploits the usage of software agents acting as mediators between different management protocols and data and assuring transparent integration of those dissimilar solutions.

Do ensino à aprendizagem - implicações à gestão e organização do trabalho na educação superior; From teaching to learning - implications on management and work organization.

Santoro, Marco
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 24/08/2009 Português
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A busca pela superação de um modelo tradicional de ensino por um modelo educacional que faça frente aos desafios colocados no contexto atual do trabalho e sociedade tem sido tema cada vez mais freqüente no universo da educação. Em contraposição a este modelo tradicional de ensino, centrado predominantemente na transmissão de conhecimentos e na exposição, ganha importância um modelo educacional centrado no desenvolvimento de competências e na mediação da aprendizagem. Mas apesar das definições razoavelmente claras sobre este novo modelo educacional e sua relevância frente ao contexto atual, é possível verificar que a sua implantação, principalmente em larga escala, ainda é um desafio a ser superado pelas instituições brasileiras de ensino superior. Com o objetivo de compreender as influências desse novo modelo sobre a gestão e organização do trabalho, foi realizado um estudo de caso em uma instituição de ensino superior que tem se direcionado para este novo modelo em suas propostas estratégicas e pedagógicas. Com base em referências da educação, foram sistematizadas as características de cada um destes modelos educacionais, o ensino tradicional de um lado e o modelo de competências e de mediação da aprendizagem de outro. A partir dessas características e com base na literatura de serviços...

Performance management of IT service processes using a mashup-based approach; Gerenciamento de Desempenho e modelagem quantitativa de processos de gerência de TI usando Mashups

Santos, Carlos Raniery Paula dos
Fonte: Universidade Federal do Rio Grande do Sul Publicador: Universidade Federal do Rio Grande do Sul
Tipo: Tese de Doutorado Formato: application/pdf
Português
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Modern IT service provider organizations are under a continuous pressure to increase their competitiveness. Ways to reduce costs while improving performance – in terms of productivity and quality – of services are a key focus area for companies in the IT industry. However, despite all the solutions that have been proposed, modelling and optimizing human-centered processes remains a burdensome task. The human operator may be influenced by multiple factors and execute the process in a different way each time, thus introducing a significant variability in the final process outcome. Although the research proposed so far have introduced improvements on service management, there are several challenges (e.g., rapid change, budgetary constraints, skill shortages, system complexity, current and future user requirements, and growing user expectations) that are not completely covered by the current efforts. Among the new technologies available today, a set of novel ones, referred to as Web 2.0, has not yet been investigated by both industry and academia in the ITSM context. In the myriad of technologies and applications that define the Web 2.0, one is of special interest in this thesis: the mashups. Mashups are Web applications created through the composition of preexisting Web resources (e.g....

Análise e desenvolvimento de solução de Service Desk Management - ITIL®V3: Service Asset & Configuration Management e Service Level Management

Reis, Ricardo Manuel Vitória, 1987-
Fonte: Universidade de Lisboa Publicador: Universidade de Lisboa
Tipo: Dissertação de Mestrado
Publicado em //2011 Português
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Tese de mestrado em Engenharia Informática, apresentada à Universidade de Lisboa, através da Faculdade de Ciências, 2011; Este projecto tem como objectivo efectuar a análise e o desenvolvimento de uma solução de Service Desk Management segundo as melhores práticas de ITIL® v3. Dos processos que a framework ITIL® v3 de melhores práticas de Information Technology Service Management advoga para este tipo de projectos, este documento referir-se-á aos seis que são âmbito deste projecto: Incident Management, Problem Management, Change Management, Release & Deployment Management, Service Asset & Configuration Management e Service Level Management. Os 4 primeiros foram implementados em conjunto com outro PEI, sendo os restantes dois específicos deste projecto e que serão aqui particularmente focados. Relativamente aos seis processos abordados, e no contexto do Projecto de Estágio, será apresentado o trabalho relacionado já desenvolvido nesta área, bem como serão detalhados, quer a análise e o desenho da solução proposta, quer a implementação dos dois processos mais focados no projecto: Service Asset & Configuration Management e Service Level Management.; This project aims to analyze and develop a Service Desk Management solution based on ITIL® v3 best practices. From the processes that the Information Technology Service Management best practices ITIL® v3 framework advocates for this kind of projects...

Information technology service management: an experimental approach towards IT service prediction

Caldeira, João Carlos Palmela Pinheiro
Fonte: FCT - UNL Publicador: FCT - UNL
Tipo: Dissertação de Mestrado
Publicado em //2009 Português
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Dissertation presented to obtain a Masters degree in Computer Science; Software development and software quality improvement have been strong topics for discussion in the last decades. Software Engineering has always been concerned with theories and best practices to develop software for large-scale usage. However, most times those theories are not validated in real live environments. Therefore, the need for experiments is immense. The incidents database can be an important asset for software engineering teams. If they learn from past experience in service management, then they will be able to shift from a reactive approach to a more proactive one. The main goal of this dissertation is shedding some light on the influential factors that affect incidents lifecycle, from creation to its closure, and also to investigate to what accuracy the ARIMA models are a valid approach to model and predict not only the ITIL incident management process, but also other ITIL processes and services in general. The dissertation presented herein is on the crossroads of Empirical Software Engineering and of the emerging area of Services Science. It describes an experiment conducted upon a sample of incident reports, recorded during the operation of several hundred commercial software products...

Internal marketing and employee satisfaction : a missing link in Japanese service management

Takeshita, Tsuyoshi, 1964-
Fonte: Massachusetts Institute of Technology Publicador: Massachusetts Institute of Technology
Tipo: Tese de Doutorado Formato: 98 leaves; 4265391 bytes; 4265199 bytes; application/pdf; application/pdf
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by Tsuyoshi Takeshita.; Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management, 2003.; Includes bibliographical references (leaves 96-98).

Democratic Republic of Congo Reforming the Public Service Wage System : Background Paper

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Português
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The civil service management model in the Demorcatic Republic of Congo (DRC) still conforms to the old institutional order. The legislation governing employment in the public sector is unchanged and still responds to centralized administration. The public administration categorizes public employees in two main groups: civil servants and local public employees. Civil servants are governed by legislation that is neither merit based nor performance and result oriented. Local public employees are governed by labor legislation. Decentralization also requires the definition of a salary system for the new provincial administrations. For the first six months of the establishment of the provincial Civil Service, the same salary paid to the State civil servants should be ensured and paid to the provincial civil servants by the State administration. The provinces would not have yet established adequate financial coverage and mechanisms to ensure regular payments. While the provincial administrations are being consolidated (maximum 2 years)...

Is Class I Top Tier? Can the Civil Service be a Key to Progress in Bangladesh?

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Português
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The purpose of this study is to help the government of Bangladesh establish a more effective and efficient civil service to move the country toward its goals for social and economic development. The report begins by examining the scope of previous civil service reform initiatives in Bangladesh and the reasons why their track record has been so poor. This investigation focuses on civil service management practices, such as recruitment, training, performance evaluation, promotion, and career management. The rules and practices guiding these elements of personnel management most directly affect civil servants behavior and their approach to their tasks. Although Bangladesh s civil service comprises nearly a million officials, this study is deliberately restricted to a small group - the Class I officers, who make up only 10 percent of the civil service. This group is at the tip of the civil service pyramid; it has the potential to function as the spearhead of reform. The study makes two major recommendations: Give additional emphasis to merit in managing the civil service; and focus on the fundamentals of civil service reform...

Service Management Concepts: Implications for Hospitality Management

Haywood, K. Michael
Fonte: FIU Digital Commons Publicador: FIU Digital Commons
Tipo: Artigo de Revista Científica Formato: application/pdf
Português
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In - Service Management Concepts: Implications for Hospitality Management – a study by K. Michael Haywood, Associate Professor, School of Hotel and Food Administration, University of Guelph, Ontario, Canada, Associate Professor Haywood initially proffers: “The study and application of hospitality management has progressed on its own for many years; however, managers are not immune to the knowledge gained from study of other service industries. The author synthesizes what is happening in the area of service management, looks at its relevance to hospitality management, and identifies a few important implications of service management for hospitality managers.” The author draws a distinction between non-denominated service management, and service management as it applies to the hospitality industry. This is done to make an apparent comparison, as many people would assume the two are one in the same. They are not, and the contrast works well here. “While much of what we already know about effective management applies to service industries, some of the traditional concepts of management are inadequate in solving the problems faced by service businesses,” Haywood points out. “If a body of knowledge to be known as service management already exists...

Recreational Food Service Management: A New Academic Challenge

Warner, Mickey
Fonte: FIU Digital Commons Publicador: FIU Digital Commons
Tipo: Artigo de Revista Científica Formato: application/pdf
Português
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The School of Hospitality Management at Florida International University recently offered a new course, recreational food service management, in an effort to address the specialized needs of that segment of the industry. The author discusses the size and scope of this area, its history and presentations, its specialized operational nature, its menu structure and style of service, and the unique management requirements for success.

Realising opportunities for evidence-based cancer service delivery and research: linking cancer registry and administrative data in Australia

Roder, D.M.; Fong, K.M.; Brown, M.P.; Zalcberg, J.; Wainwright, C.E.
Fonte: John Wiley & Sons Publicador: John Wiley & Sons
Tipo: Artigo de Revista Científica
Publicado em //2014 Português
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The traditional roles of Australian cancer registries have been incidence, mortality and survival surveillance although increasingly, roles are being broadened to include data support for health-service management and evaluation. In some Australian jurisdictions, cancer stage and other prognostic data are being included in registry databases and this is being facilitated by an increase in structured pathology reporting by pathology and haematology laboratories. Data linkage facilities are being extended across the country at national and jurisdictional level, facilitating data linkage between registry data and data extracts from administrative databases that include treatment, screening and vaccination data, and self-reported data from large population cohorts. Well-established linkage protocols exist to protect privacy. The aim is to gain better data on patterns of care, service outcomes and related performance indicators for health-service management and population health and health-services research, at a time of increasing cost pressures. Barriers include wariness among some data custodians towards releasing data and the need for clearance for data release from large numbers of research ethics committees. Progress is being made though...

Marco para la definición y adecuación de una "service management office" en el contexto de los servicios de tecnologías de la información

Lucio Nieto, Teresa de Jesús
Fonte: Universidade Carlos III de Madrid Publicador: Universidade Carlos III de Madrid
Tipo: Tese de Doutorado
Português
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La gestión de servicios de tecnologías de información (ITSM por sus siglas en inglés) está vinculada a la implementación y gestión de servicios de TI que buscan satisfacer las necesidades de las empresas. Dicha gestión es llevada a cabo por proveedores de servicios de TI a través de una combinación adecuada de tecnología, personas, procesos e información. La necesidad de realizar esta gestión parte del hecho de que los servicios de TI se han convertido en un activo indispensable dentro de las organizaciones, pasando de ser una herramienta operativa a un componente estratégico. Así, la gestión de servicios de TI ha dado lugar al surgimiento de marcos y modelos orientados a llevar a cabo esta gestión de una manera más eficiente. Más allá de las ventajas y desventajas de la implementación que cada uno de éstos provee, el análisis de literatura efectuado lleva a concluir que, para lograr el éxito y eficacia, se requiere de un adecuado seguimiento y control que vaya más allá de la fase de implementación. Dado que una de las actividades clave para la permanencia y mejora en la gestión de servicios de TI es llevar a cabo actividades post-implementación, esta tesis doctoral está dirigida a proporcionar un marco de procesos basados en las mejores prácticas de gestión de servicios de TI...

A New Look at Institutional Food Service Management

Warner, Mickey
Fonte: FIU Digital Commons Publicador: FIU Digital Commons
Tipo: Artigo de Revista Científica Formato: application/pdf
Português
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Institutional food service management, especially by contract management companies, offers unrecognized career opportunities for many of today's hospitality students. It is one of the best kept secrets in the food service industry. This article endeavors to provide a new look at and overview of the industry as it has evolved and now stands.

Lao PDR - Civil Service Pay and Compensation Review : Attracting and Motivating Civil Servants

World Bank
Fonte: World Bank Publicador: World Bank
Tipo: Economic & Sector Work :: Other Poverty Study
Português
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Lao PDR is at a point on its development trajectory where strategic attention to administrative performance is crucial. An efficient and high-performing civil service, with the compensation and human resource management systems to attract and motivate qualified personnel, will be essential to Lao PDR's development efforts. The ministerial-level Public Administration and Civil Service Authority (PACSA) is currently spearheading the drafting of a comprehensive new civil service management strategy that will be implemented over the period 2010-2020, with a number of important reforms to strengthen the civil service anticipated to take place within the next five years. Key objectives include improvements in human resource policies and planning, salary reform, and enhanced performance management. In order to present as comprehensive a picture as possible of the Lao civil service pay and compensation system, and its strengths and challenges, this report comprises four chapters. The first characterizes the Lao civil service in perspective. The second examines how civil servants are compensated. The third assesses whether they are compensated adequately. The fourth summarizes civil servants own characterization of their incentives in both compensation- and non-compensation-related terms. A brief conclusion points to a set of principles for civil service reform and outlines three sequenced steps toward achieving a more rational civil service pay and grading system.

A COMPREHENSIVE SERVICE MANAGEMENT MIDDLEWARE FOR AUTONOMIC MANAGEMENT OF COMPOSITE WEB SERVICES-BASED PROCESSES

ZULKERNINE, FARHANA H
Fonte: Quens University Publicador: Quens University
Tipo: Tese de Doutorado Formato: 1717053 bytes; application/pdf
Português
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Web services are autonomic software applications that provide specific services on the Web and are accessible through standards-based protocols and interfaces in order to ensure interoperability. Web services have gained immense popularity due to the potential of dynamically composing multiple Web services over the Internet into complex multi-organizational Business-to-Business and Business-to-Consumer processes. The management of such composite processes, however, poses a non-trivial problem in terms of cost and complexity due to technology growth, increasing consumer demands for service quality, and the varying Internet workload. Based on a study of the state-of-the-art and a critical assessment of the limitations of the existing solutions, we present the Comprehensive Service Management Middleware (CSMM) framework to facilitate execution of the four major tasks of client-side process management namely, service selection, negotiation of Service Level Agreement (SLA), composition and execution of the process, and monitoring and validation of SLAs. We also propose the Negotiation Broker (NB) framework for automated intelligent agent-based negotiation of Service Level Agreements (SLAs), and the Performance Monitor (PM) framework for distributed client-side monitoring and verification of SLAs. The NB expedites bilateral bargaining of SLAs in a trusted broker framework with enhanced decision algorithms to enable consumer feedback during negotiation. The PM presents a flexible and extensible trusted monitoring solution...

Gestão de Serviços em Bibliotecas Públicas: aplicação do 5W2H na política de aquisição de acervo; Service Management in Public Libraries: application of the acquis 5W2H acquisition policy

Massaroni, Iracema Fernandes; Scavarda, Annibal José Roris Rodriguez
Fonte: Universidade de São Paulo. Faculdade de Filosofia, Ciências e Letras de Ribeirão Preto Publicador: Universidade de São Paulo. Faculdade de Filosofia, Ciências e Letras de Ribeirão Preto
Tipo: info:eu-repo/semantics/article; info:eu-repo/semantics/publishedVersion; ; Formato: application/pdf
Publicado em 10/04/2015 Português
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Displays the process of acquiring informational materials that compose the collection of public libraries, service management and the application of 5W2H tool on the acquisition of the collection, the use of this tool allows the development ofan action plan providing quality services management in public libraries, still showing the model of the  Park libraries, with the Rocinha Park Library as a laboratory study. Emphasize that the public library is an open institution, dynamic, which through its services, activities, functions, contribute to the educational, cultural and social of the individual.; Apresenta o processo de aquisição de materiais informacionais  que compõem o acervo das bibliotecas públicas, a gestão de serviços e a aplicação da ferramenta 5W2H  sobre a aquisição do acervo, a utilização desta ferramenta permite a elaboração de um plano de ação proporcionando qualidade a gestão de serviços em bibliotecas públicas, evidenciando ainda o modelo das Bibliotecas Parque, tendo a Biblioteca Parque da Rocinha como laboratório deste estudo. Enfatizar que a biblioteca pública é uma instituição aberta, dinâmica, que através de seus serviços, atividades, funções, contribuem para o desenvolvimento educacional...

Effective management of EFL(Executive Floor): An Investigation into quality-management on service

Kim, Keon-Wuk
Fonte: Rochester Instituto de Tecnologia Publicador: Rochester Instituto de Tecnologia
Tipo: Tese de Doutorado
Português
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In a recent days the hotel industries, coping with the change of management environment swiftly, are turning to pursue the quality-management of service. The merchandises of hotel are fundamentally rooms, food and beverage, and subsidiary facilities. The hotel in modern times, laying stress on service radically, have being endeavored to minimize the difference between the actual service offered and the expectation of customers on it. Especially because of the essential qualities in hotel, the need of quality-management is demanded to increase. The EFL in hotel is not only the place where the difficulty of producing the merchandise focused on quality is reflected but also the department in which the endeavor of keeping up the service quality and the effective quality-management is demanded. The study on the quality-management, however, is not enough to satisfy the customers and the men engaging in hotels as well as the scholars. The purpose of this study are follows ; 1 . To disclose the signification of EFL in hotel management through the investigation into the conception, the importance and the character of EFL. 2. To know how to control the human resources to realize the improvement the quality service for customers and the quality-management of EFL in hotel. 3. To search the management and problem of EFL in hotel. Therefore...

Service management case study: Registrar's office reorganization

Nelson, Patricia
Fonte: Rochester Instituto de Tecnologia Publicador: Rochester Instituto de Tecnologia
Tipo: Tese de Doutorado
Português
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This case study documents the reorganization of the RIT Registrar's Office which was a successful attempt to improve customer service, enhance staff satisfaction, and keep pace with computer technology. Reporting structure, work distribution, empowerment, team building, and training are analyzed. Quality customer service, costs and benefits of service quality, managing for quality and productivity, managing supply and demand, networks, staff development, and team concepts are discussed relative to their applications in reengineering a team of 12 people. Findings are documented with team maturation ratings, an experiential team building summary, customer focus group input, and benchmarking results. It is concluded that the benefits of reorganization include greatly improved cross-training of staff which enhances internal and external customer satisfaction. Recommendations include continual training of frontline staff, annual assessment of team maturation, continued use of customer focus groups, benchmarking with similar and diverse industries, and on-going assessment of the reorganized structure of the Registrar's Office.

Information technology service management in Raiffeisen Bank Kosovo J.S.C. : [Presentation given November 17, 2010]

Kadriu, Albulena
Fonte: Rochester Instituto de Tecnologia Publicador: Rochester Instituto de Tecnologia
Tipo: Capstone Project
Português
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This Capstone Project addresses the improvements that need to be carried out in the IT service support system called Remedy in Raiffeisen Bank Kosovo JSC in order to increase the service quality, respectively customer satisfaction. To define, measure, analyze, improve, and design the current issues in the Remedy system two surveys were sent. One survey was sent to 100 Business Users of Remedy Application picked randomly, while the second one was sent to 40 IT Users of Remedy Application. As a result of the Business survey and several interviews, it is found out a certain number of issues that users cope with, such as: • Finding the right category • Training is needed • The certain areas of where training is needed • IT services are better, and • Design of screens As a result of IT survey sent to IT department of Raiffeisen Bank Kosova, critical issues that are listed below are found: • Too many steps to close a request • Complicated and too many options • Training is needed • Not possible to see all the requests in Overview Console • Contacting Clients through Remedy should be more user friendly • Know-how and knowledge database should be built • Screens of Remedy should be simplifiedAccording to the survey findings...

PERCEBENDO OS BENEFÍCIOS E DIFICULDADES DA ADOÇÃO DA GESTÃO DE SERVIÇOS DE TECNOLOGIA DA INFORMAÇÃO; PERCEIVING THE BENEFITS AND DIFFICULTIES OF THE ADOPTION OF THE INFORMATION TECHNOLOGY SERVICE MANAGEMENT; PERCIBIENDO LOS BENEFICIOS Y DIFICULTADES DE LA ADOPCIÓN DE LA GESTIÓN DE SERVICIOS DE TECNOLOGÍA DE LA INFORMACIÓN

Luciano, Edimara Mezzomo; Testa, Maurício Gregianin; Bragan, Carlos Eduardo Barbosa de Azevedo
Fonte: Universidade de São Paulo. Faculdade de Economia, Administração e Contabilidade Publicador: Universidade de São Paulo. Faculdade de Economia, Administração e Contabilidade
Tipo: info:eu-repo/semantics/article; info:eu-repo/semantics/publishedVersion; ; ; ; ; ; Formato: application/pdf
Publicado em 11/01/2013 Português
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El aumento de la importancia de la TI para las organizaciones ha demandado la adopción de prácticas eficientes de gestión de los ambientes de TI que se propongan orientar a los gestores a direccionar sus esfuerzos para la gestión de los servicios y de la  tecnología involucrada. Con base en ese contexto, el objetivo de este estudio es destacar, por medio de la percepción de los actores involucrados en el  proceso, los beneficios y dificultades en la adopción de la gestión de servicios de TI. Metodológicamente, este estudio se presenta como una survey, aplicada a 96 personas. Técnicas de estadística descriptiva fueron utilizadas en las respuestas a las cuestiones cerradas, mientras que un análisis de contenido fue utilizado en las respuestas a cuestiones abiertas. Se percibió que todavía no existe una visión clara sobre los beneficios de  la Gestión de Servicios de TI (GSTI), especialmente sobre aquellos que traen un retorno indirecto o todavía poco definido. Fueron analizadas igualmente las dificultades identificadas en esa adopción y los factores que presentaron mayor relevancia, bien como las competencias necesarias al proceso. Predominaron aspectos vinculados a visiones y posturas inadecuadas, al planeamiento...