Manual de procedimentos para administração de infraestrutura de contact centers com até 100 posições de atendimento

Abstract

This study is intended to present as end product a manual on best practices for infrastructure management, specifically for contact centers with up to 100 workstations, named MP100. For obtaining knowledge base ocurred the analysis of the ITIL methodology concept of service management is performed through reading, research and discussion. After this step, the services related to IT management are analyzed through research, visits to companies, interviews to IT managers, and data analysis . This allowed the understanding of their processes and obtaining indicators of IT-related services, such as number of incidents resolved, percentage of changes performed successfully in the environment and percentage of availability of services. To complement, the adequacy of the administrative standards of the ITIL methods of service support is carried out through the development of specific procedures for each area process. Once completed the adequacy of the procedures, the final result comes up with a manual of procedures for infrastructure administration of contact centers with up to 100 workstations. This manual has higher differential with respect to ITIL as it is facing smaller contact center companies. Because of this specificity, has some advantages that are presented throughout this work and will be specified in item comparative analysis and commented on the final conclusion.