Indicadores de desempenho e sua relevância para oferta e a gestão de serviços de tecnologia

Abstract

This work is based on analyzing four main indicators, to be used by the management and service team at VIAREDE T.I, indicators that must be included in the list of performance indicators, by department and by technician, combined with service evaluation information, such as evaluation notes the company will be able to measure whether the services and their evaluations (quantities) are being efficient and are serving customers (quality). The values ​​obtained are all related to information (data) extracted from the service control system (Zapbott), marketed by the company itself and able to help service providers maintain the quality of service. The four indicators presented are simple to use immediately and efficiently, and are part of the objectives of this work, whose main purpose is to develop some service indicators that allow improving the service management of the company VIAREDE T.I.