The assistance and support on service desk play a key role in the business results, under IT services management, whose monitoring and control are generally performed in ITIL framework’s incident management process, through the use of performance indicators established on SLA. In this scenario, due to the existence of multiple stressing factors involved in the exercises of service desk agents activities, over time, the performance at work tends to fall. For this problem, the present work sought to investigate if the use of gamification can improve the performance at work in service desk. In this pursuit, it was developed both a systematic literature review and an experimental study, in the service desk of an governmental organization, whose results pointed to the improvement of performance, by the use of gamification. Then, itwas developed a strategic model for service desk’s performance management, with system dynamics soft approach, which was built through interpretation of collected data from both systematic literature review, interviews with domain experts and the experimental study. The construction of the model was guided by the methodology of organizational performance management known as Balanced Scorecard. After the model was built, it was then validated athwart sessions with domain experts. Thereby, adopting the quanti-quali research methodology, the present work sought to contribute with either IT services management and organizational psychology communities, as well proposing suggestions for future works. / Fundação de Amparo a Pesquisa do Estado de Alagoas / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / O atendimento e suporte em service desk exercemumpapel fundamental nos resultados de negócios, sob a gestão dos serviços de TI, cujo monitoramento e controle são geralmente realizados no processo de gerenciamento de incidentes do arcabouço ITIL, através do uso de indicadores de desempenho estabelecidos no SLA. Nesse cenário, devido a existência de múltiplos fatores estressores envolvidos no exercício das atividades de agentes de service desk, no decorrer do tempo, o desempenho no trabalho tende a cair. Para esse problema, o presente trabalho buscou investigar se o uso de gamificação podemelhorar o desempenho no trabalho em service desk. Nessa busca, foram realizados tanto uma revisão sistemática da literatura quanto um estudo experimental no service desk de uma organização governamental, cujos resultados apontaram a melhoria de desempenho, através do uso de gamificação. Em seguida, desenvolveu-se um modelo estratégico voltado à gestão de desempenho de service desks, com abordagem soft de dinâmica de sistemas, o qual foi construído através da interpretação de dados coletados na revisão sistemática da literatura, em entrevistas com especialistas de domínio e na pesquisa experimental. A construção desse modelo foi guiada pela metodologia de gestão de desempenho organizacional conhecida como Balanced Scorecard. Após construído, o modelo proposto foi validado por meio de sessões de entrevistas com especialistas de domínio.Desse modo, adotando a metodologia de pesquisa quanti-quali, o presente trabalho buscou contribuir com as comunidades de gestão dos serviços de TI e psicologia organizacional, propondo ainda sugestões para trabalhos futuros.

This master's thesis is focused on Information Technology Infrastructure Library (ITIL). Objective of the project was to analyze, design and implement a game engine, which would provide simulation of IT service operation in real or accelerated time or in turns. Basic part of the engine is a creators mode, which allows users to create custom IT services and specify their behaviour during operation, like the service would be used in real. Another part of the engine is a players mode and simple service desk. In this mode, players can take care of fluent operation of their services. Thanks to this, they can learn and train practices, which are described in ITIL.

The topic of this Master Thesis is Incident Management process as well as other processes which are inseparably linked to it, such as Problem Management, Change Management, Knowledge Management, etc. Main focus of this work is taken to the mentioned processes implementation in the real environment of the real company. Those processes are to be supported by selected information system whereas the selection itself is also part of the project. The processess are compared and optimized with use of Information Technology Infrastructure Library (ITIL).

This master's thesis presents analysis, design and implementation of an information system for supporting studying and practicing of selected methods described by Information Technology Infrastructure Library (ITIL) with focus on service design and service operation. In the form of a web application the thesis presents an uncommon approach to e-learning system development by extending the standard lecture part by game elements and interactive scenarios. Developed system allows creators to define services and tasks, such as incidents and problems caused by their operation, and evaluate reactions of responsible users. The application can be used by IT administrators or Service Desk managers to train new IT engineers or Service Desk operators.

[pt] A contaminação do solo nos postos de serviço é um risco ambiental associado à atividade de distribuição de derivados de petróleo que precisa ser controlado. O aumento deste risco está diretamente ligado à idade dos tanques e tubulações e à baixa qualidade na operação dos postos. Tais problemas vêm sendo minimizados ao longo das duas ultimas décadas graças à utilização de equipamentos mais modernos e das crescentes exigências ambientais. Nesta tese foi desenvolvido e testado em laboratório um equipamento de controle ambiental, baseado em tecnologia de sensores a fibra óptica, para a detecção de vazamentos em tanques jaquetados (dupla parede). A detecção de vazamentos neste tipo de tanque tornou-se uma exigência dos órgãos de proteção ambiental. O uso de tanques jaquetados com sistema de detecção permite que seja evitado o contato dos fluidos combustíveis com o solo, pois, uma vez rompida a parede interna de aço carbono do tanque, o sistema acusa a presença de hidrocarbonetos no interstício do tanque. Outrossim, a discriminação do fluido quando ocorrido o vazamento é importante para que se possa detectar mais facilmente se o rompimento se deu na parede interna ou externa do tanque, possibilitando um rápido diagnóstico e a conseqüente tomada de medidas corretivas do problema. Com a evolução legislativa no campo ambiental e o foco do Poder Público na garantia de uma maior qualidade de vida, o País está passando por um momento de transição onde, em um curto espaço de tempo, quase que 70 por cento dos tanques em operação deverão ser substituídos. Dessa feita, o equipamento para monitoramento ambiental desenvolvido nesta tese visa também tornar economicamente possível a substituição do atual parque de tanques por novos, já com sensores ópticos incorporados. / [en] Soil contamination due to leakage of hydrocarbon fuels from tanks in service stations is an environmental risk associated with the distribution segment of the petroleum industry. Such risk is closely related to ageing tanks and piping systems, as well as to the lack of quality assurance practices in service stations. This problem is being reduced during the last two decades, mainly due to use of modern equipment that must adhere to more rigid environmental legislation. In this thesis, an optical fiber sensor, able to discriminate different liquids, has been developed as a part of a leakage detection system employed to monitor jacketed tanks used to store alcohol or hydrocarbon or fuels. Leakage detection in this type of storage tanks plays an important role to minimize problems due to soil contamination and is now required according to new environmental legislation. If fuel leaks through the carbon steel wall of jacketed tanks it will be contained, within an interstitial space, by the outer, fiber reinforced, polymeric wall of the tank. Presence of fluid in the interstitial space is monitored by the optical fiber sensor, which sends a warning to the service station operator, which immediately has to start maintenance procedures. The capability of discriminating different fuels will allow the operator to quickly identify from which tank compartment the leakage has originated, or, if water coming from the soil has been detected, that the outer wall of the tank has been damaged and needs to be repaired.

The diploma thesis focuses on the analysis of the current state of reporting and data analysis of the ALVAO Service Desk system in the company's internal operation. Based on the findings of deficiencies, a new method of reporting and data analysis on the Microsoft Power BI platform is proposed. The proposal includes the entire Power BI feature cycle from data accessing to sharing.

Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.

In this 7.5 HEC B-level thesis in Computer Science, a service desk web application is designed for Swedish government agencies with integrated major incident reporting functionality to the Swedish Civil Contingencies Agency (Myndigheten för samhällsskydd och beredskap). There are several advantages to integrating the major incident reporting procedure into the regular incident management process - information would no longer have to be duplicated, and the problems of untraceability and under-reporting could additionally be solved. The proof-of-concept application was designed and partially developed with ASP.NET Core (MVC) web framework and Bootstrap front-end framework. The user interface was evaluated with heuristic evaluation by the author and two master’s students in Information Security at Luleå Technical University. Although the proposed software and interface design may have left room for improvement, it did highlight the societal need for an efficient and responsible incident management process and the general benefits of integration.