Made available in DSpace on 2015-02-04T21:45:27Z (GMT). No. of bitstreams: 1 fabio pessoa de sa.pdf: 639587 bytes, checksum: dd40b9a42e4fa77bca19755ccf66e42b (MD5) Previous issue date: 2007-02-02 / Raciocínio Baseado em Casos (RBC) é uma técnica da Inteligência Artificial que pode ser utilizada para diagnóstico, com a finalidade de resolver problemas. Esta dissertação apresenta uma avaliação da etapa da recuperação em duas abordagens de RBC: estrutural e textual. Para a recuperação dos casos é utilizada uma base de casos existente do domínio de help-desk. Essa base de casos é modelada de acordo com as abordagens de RBC estrutural e textual. As modelagens são desenvolvidas através de fundamentos teóricos da área de RBC e da contribuição do engenheiro de conhecimento. A recuperação no RBC estrutural utiliza a base de casos estruturada na forma de pares atributo-valor. A recuperação no RBC textual utiliza uma FAQ (Frequently Asked Questions) como base de casos. No RBC estrutural é utilizado o método do vizinho-mais-próximo em conjunto com a medida de similaridade denominada coeficiente de casamento simples. No RBC textual são utilizados modelos da área de Recuperação de Informação: préprocessamento do texto, pesagem de termos e uma medida de similaridade baseada no modelo de vetor.

O estudo da materialidade da escola, no caso, a carteira escolar, evidencia como questões de ordem econômica e administrativa estão relacionadas à estrutura e ao funcionamento das instituições de ensino. Por isso, neste trabalho, investiga-se a emergência da escola como mercado consumidor, do Estado como comprador e da indústria de mobiliário escolar, em São Paulo, entre o fim do século XIX e início do século XX. Para tanto, as fontes utilizadas foram inventários de bens, ofícios e correspondências de diretores e professores solicitando material escolar (documentos produzidos no interior da escola); notas fiscais de compra e/ou importação, catálogos de fábricas de móveis escolares, almanaques, recibos de fornecedores (fontes vinculadas ao comércio e à indústria escolar); manuais e revistas pedagógicas que discutem a relação entre a carteira escolar e a saúde dos alunos, os fundamentos higiênicos, pedagógicos, antropométricos e ergonômicos do mobiliário escolar (documentos produzidos por especialistas); relatórios, lista e livros de almoxarifado (documentos provenientes da administração pública). A opção metodológica consistiu em tomar a carteira como fio condutor da análise, seguindo os rastros deixados na cultura material escolar, como artefato escolar e industrial; na história econômica, como mercadoria; na história conectada, como objeto que circula entre países e culturas. Tal procedimento mostrou que a indústria teve uma contribuição significativa na expansão e criação das condições físicas da escola elementar, moderna e de massa. Elucida também os desafios econômicos e administrativos do Estado, como prestador de serviço público, para suprir materialmente a escola e permitir a implantação da obrigatoriedade escolar. Como resultado, evidenciou-se que as carteiras escolares são vetores de relações pedagógicas, higiênicas, culturais e comerciais. Portanto, além de um objeto escolar, ela é também um artefato industrial mostrando que a história e a configuração da escola não se definem somente no interior dela, mas na relação com o mundo externo, em dimensões econômicas, políticas e sociais. Isso implica em que as políticas públicas e práticas administrativas voltadas para a escola na sua formulação e introdução não podem levar em conta somente as questões internas à instituição. A compreensão da e a interferência na cultura escolar demandam atenção também às relações extraescolares. / The study of school materiality, in this case, the school desk, shows how economic and administrative matters are related to the structure and the operation of the teaching institutions. For such a reason, this reasearch studies the school as a consumer market, the Government as a buyer and the school furniture industry emergences, in São Paulo, between the end of the nineteenth and the beginning of the twentieth centuries. As a methodology, the sources used were inventories of goods, crafts and correspondences from the officials and the teachers requiring school material (files produced inside the school); buyings and/or importation invoices, school furniture industries catalogues, almanacs, receipts from suplliers (linked to the market and to the school industry); manuals and pedagogical journals which approach the relation between the school desk and the studentss health, the hygienic, pedagogical, anthropometric and anatomical elements of the school furniture (documents made by some specialists); reports, list and warehouse books (documents from the public administration). The methodological choice consisted on selecting the school desk as the main object of study, following the tracks left in the school material culture, as a school and industrial artifact; in the economic history, as goods; in the connected history, as an object which rounds countries and culture. This situation showed that the industry had a significative contribution to the expansion and creation of the physical conditions of the elementary, modern and mass school. It also elucidates the economic and the administrative challenges of the State, as a provider of public work, in order to physically supply the school and allow the implementation of the school obligatoriness. As a result, it pointed that the school desks are vectors of pedagogical, hygienic, cultural and commercial relations. Therefore, besides a school objetc, it is an industrial artifact as well, showing that the school history and configuration are not only defined inside it, but in the relation with the external world, in economic, political and social issues. It implies that public politics and administrative practices directed to school in its formulation and introduction may not only take into account the institutional internal issues. The understanding and the interference in the school culture demand attention to the extra school relations as well.

This bachelor’s thesis is elaborated according to gained experience and knowledge from thie field of databases systems and business intelligence. Its result is a data warehouse with support business intelligence parts for two incompatible versions of system EPOS (Electronic cash desk checking system).

Product semantics is an important concept in the contemporary product design. The current thesis research, applying separately the ¡§Semantic Differential (SD)¡¨ approach and the ¡§Multidimensional Scaling (MDS)¡¨ method, parallel tested the dimensions of symbolic communication between products and consumers. While taking the rational dimension in the traditional product consideration as the base-lines to contrast, the present study explored, reviewed, and tested with empirical data the constructs of affective aspects in product design and the possible dimensions. The testing products included: desk lamp and sofa coach, each involving 10 product design in various styles or attributes. Participants in the empirical data collection were 120 undergraduate and master students at National Sun Yat-Sen University, Kaohsiung, Taiwan; 60 in the experiment for MDS data and other 120 for the survey questionnaire of the SD scales. The results in SD data analysis, through the factor analysis and the reliability checking, confirmed existence of three affective dimensions¡Xaesthetic design, mood expression, and ideology assertion¡Xwith good statistical significances. On the other hand, the MDS data, via clustering the subjects into homogenous groups and the dimensional plots, partly revealed some of the affective aspects, while also demonstrated the rational perception in traditional consideration. The statistical checking figures all were controlled within the acceptable levels.

Leeroy Group AB är ett IT-produktbolag i Sundsvall som även sköter support för sina produkter. Detta görs i ett egenutvecklat ärendehanteringssystem som under tid utvecklats och skräddarsytts efter verksamhetens behov. Leeroy är nu ute efter ett kraftfullare ärendehanteringssystem som skall ge möjlighet att ta hand om fler ärenden ju mer företaget växer. Detta examensarbete har inkluderat en grundlig förstudie bland de anställda på Leeroy. En kartläggning av krav och behov som finns för Leeroys' supporthantering har gjorts och sammanställts till en kravspecifikation. Leeroy har valt att titta på två stycken utvalda ärendehanteringssystem: Jira Service Desk och Zendesk. Utifrån den kravspecifikation som framkommit görs en dokumentations-inhämtning baserat på dessa krav och behov, för att sedan kunna presentera ett lämpligt alternativ för Leeroy. För att sedan ytterligare göra detta byta till en smidigare process har ett REST API och enklare webbapplikation utvecklats för att kunna hämta in kund-data från den befintliga kund-databasen. Webb-applikationen kommer att fungera som en koncept-applikation där man med sökning mot butiksnamn eller butiksnummer får ut all relevant information som Leeroys' supportanställda behöver.

O estudo da materialidade da escola, no caso, a carteira escolar, evidencia como questões de ordem econômica e administrativa estão relacionadas à estrutura e ao funcionamento das instituições de ensino. Por isso, neste trabalho, investiga-se a emergência da escola como mercado consumidor, do Estado como comprador e da indústria de mobiliário escolar, em São Paulo, entre o fim do século XIX e início do século XX. Para tanto, as fontes utilizadas foram inventários de bens, ofícios e correspondências de diretores e professores solicitando material escolar (documentos produzidos no interior da escola); notas fiscais de compra e/ou importação, catálogos de fábricas de móveis escolares, almanaques, recibos de fornecedores (fontes vinculadas ao comércio e à indústria escolar); manuais e revistas pedagógicas que discutem a relação entre a carteira escolar e a saúde dos alunos, os fundamentos higiênicos, pedagógicos, antropométricos e ergonômicos do mobiliário escolar (documentos produzidos por especialistas); relatórios, lista e livros de almoxarifado (documentos provenientes da administração pública). A opção metodológica consistiu em tomar a carteira como fio condutor da análise, seguindo os rastros deixados na cultura material escolar, como artefato escolar e industrial; na história econômica, como mercadoria; na história conectada, como objeto que circula entre países e culturas. Tal procedimento mostrou que a indústria teve uma contribuição significativa na expansão e criação das condições físicas da escola elementar, moderna e de massa. Elucida também os desafios econômicos e administrativos do Estado, como prestador de serviço público, para suprir materialmente a escola e permitir a implantação da obrigatoriedade escolar. Como resultado, evidenciou-se que as carteiras escolares são vetores de relações pedagógicas, higiênicas, culturais e comerciais. Portanto, além de um objeto escolar, ela é também um artefato industrial mostrando que a história e a configuração da escola não se definem somente no interior dela, mas na relação com o mundo externo, em dimensões econômicas, políticas e sociais. Isso implica em que as políticas públicas e práticas administrativas voltadas para a escola na sua formulação e introdução não podem levar em conta somente as questões internas à instituição. A compreensão da e a interferência na cultura escolar demandam atenção também às relações extraescolares. / The study of school materiality, in this case, the school desk, shows how economic and administrative matters are related to the structure and the operation of the teaching institutions. For such a reason, this reasearch studies the school as a consumer market, the Government as a buyer and the school furniture industry emergences, in São Paulo, between the end of the nineteenth and the beginning of the twentieth centuries. As a methodology, the sources used were inventories of goods, crafts and correspondences from the officials and the teachers requiring school material (files produced inside the school); buyings and/or importation invoices, school furniture industries catalogues, almanacs, receipts from suplliers (linked to the market and to the school industry); manuals and pedagogical journals which approach the relation between the school desk and the studentss health, the hygienic, pedagogical, anthropometric and anatomical elements of the school furniture (documents made by some specialists); reports, list and warehouse books (documents from the public administration). The methodological choice consisted on selecting the school desk as the main object of study, following the tracks left in the school material culture, as a school and industrial artifact; in the economic history, as goods; in the connected history, as an object which rounds countries and culture. This situation showed that the industry had a significative contribution to the expansion and creation of the physical conditions of the elementary, modern and mass school. It also elucidates the economic and the administrative challenges of the State, as a provider of public work, in order to physically supply the school and allow the implementation of the school obligatoriness. As a result, it pointed that the school desks are vectors of pedagogical, hygienic, cultural and commercial relations. Therefore, besides a school objetc, it is an industrial artifact as well, showing that the school history and configuration are not only defined inside it, but in the relation with the external world, in economic, political and social issues. It implies that public politics and administrative practices directed to school in its formulation and introduction may not only take into account the institutional internal issues. The understanding and the interference in the school culture demand attention to the extra school relations as well.

The help desk serves as the first support level for solving IT problems but sometimes they have their own problems. These problems can be linked to the lack of access to the right knowledge which could be solved by implementing knowledge management so that agents have all the knowledge they need available to them when they need it. There is statistical data available to confirm that, by implementing this knowledge management-centric approach, there is a significant improvement in throughput and reduced times spent on calls. Yet there seems to be that there is no research available to show us the cultural, process, resource and responsibility impact of knowledge management in this environment. This is the focus of this project and by creating a special knowledge management system prototype, for a working help desk, these aspects are analyzed. The results show a minimal culture barrier, more structured processes, better access to resources and increased responsibilities.

This diploma work concentrates on metrics for providers of IT support. Its origins are in a project for DHL IT Services. This company has recently moved centre of support for IT services serving to logistic giant DHL in EMEA region to Prague. The goal of the project was to find suitable metrics for measuring support requirements of IT services and productivity of people who provide the support. The objective of this paper is to introduce reasons for creation, principles, benefits, risks and experience from pilot implementation newly developed metric Support Point Analysis (SPA). To meet all objectives, the diploma was split into three integral parts. In the first part there are briefly summed general theoretical theses about metrics in IT, in the second part all aspects of the metrics Support Point Analysis were described in detail. In the last part there is analysis of possible areas of using SPA. There is also experience from pilot implementation in DHL IT Services write down in the last part. The main benefit of this paper consists in evaluation of SPA results and analysis of its strengths and weaknesses. Besides there are suggestions of possible ways of SPA further development.

The thesis is divided into three parts. In the first part we describe the theoretical basis for what we explain and analyze in practice in other parts of this thesis. In this section, we can find all stages of the service life cycle according to ITIL methodology (IT Infrastructure Library), which serves to all organizations involved in managing IT services. We focus mainly on the current version of ITIL V3, which is grouped in five books and gradually through the entire service life cycle. Whereas it is not used only one standard in practice, there are also described other methodologies which are often used. In the second part there is shown the practice of service delivery in IT area for company Pražská energetika a.s. There are mapped individual processes, roles and functions of one of the stages -- Service Operations. The primary goal of this section is a detailed description of the Service Desk function, where we compare theory with practice. In the last, third part we analyze obtained data, for the purpose to evaluate function of Service Desk. One of the objective of this analysis is a data prediction, which we will achieve by using time series. The results of this analysis will be provided to the company management.

This thesis is focused on managing the internal Service desk in medium and large companies. In the theoretical part is firstly defined what it's ICT service and how it is managed. It is followed by a characteristics of theoretical Framework ITIL, which deals with ICT services management. Then, a further theoretical framework COBIT is characterized, which also deals with the management of services, and these two frameworks are compared. The practical part consists of case study. A case study is based on analysis and evaluation of the current status of internally provided service Service desk at ALS Czech Republic. The analysis and evaluation is based on the knowledge and information contained in the theoretical part. The outcome of this work is general guidance for management of internally provided service Service desk in medium and large companies.