Gestão de chamados com GLPI aplicando biblioteca ITIL

Abstract

With the evolution of technological equipment developed and obtained on a large scale, in order to automate and facilitate the work of human beings in the work environment and for their day to day routine, the need for management of processes and services in the IT area arises, companies seek to improve and plan, having a controlled environment, enabling the generation of reports, service indicators, continuous improvements, and with this need, methods for managing technology services are developed worldwide, and end up being compiled in a single library, ITIL. Management and control systems for processes and services are developed, respecting and being compatible with the existing best service management practices, among them, which stands out for being open and free code, the GLPI, of low cost for implementation, created for this configuration, the system has predefined templates and configurations for Service Desk, where the IT administrator only configures it só that the system fits the business will be implemented, besides being simple to configure and maintain, inserted in a virtualized system VirtualBox, having protection against physical failures, allowing the system recovery in a few minutes, using the Debian operating system, being free and easy to install, manipulate, security and stability. To configure the ticket management system, the person responsible must plan and follow predefined rules existing in the ITIL library. In this work, the configuration of profiles will be addressed, where the creation must follow according to company sectors, creation of users with differentiated access, modification of ticket templates according to the company, set up a calendar following business hours and holidays, implementation of SLA (Service Level Agreement) where a time is defined for handling the incident and OLA (Operational Level Agreement) being defined a time for the technician to take ownership of the ticket, application of a business deal to the ticket opening system, installation of additional plug-ins, where through the tool it is possible to visualize all the occurrences of users and customers in a graphic way. The project gathers the main information to plan, configure and implement a service desk management system.