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Experiência de Implantação do MR-MPS-SV no Service Desk da ECO Sistemas

Abstract : This paper describes the experience of ECO Systems with the implementation of the MR-MPS-SV Level G in its Service Desk department. The implementation began in September 2013 and was completed with the official appraisal in December 2013. Results indicate an increase in productivity related to providing the service, visibility of SLA demanded, and the construction of historical data.
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https://hal-uphf.archives-ouvertes.fr/hal-03388546
Contributor : Mylène Delrue Connect in order to contact the contributor
Submitted on : Wednesday, October 20, 2021 - 2:51:38 PM
Last modification on : Thursday, October 21, 2021 - 5:02:22 AM

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Larissa Lopes de Araujo, Elizabeth Cristina Mocny, Ana Regina Rocha, Taisa Guidini Gonçalves, Gleison Santos. Experiência de Implantação do MR-MPS-SV no Service Desk da ECO Sistemas. XIII Simpósio Brasileiro de Qualidade de Software, Aug 2014, Brasil, Brazil. pp.272-279, ⟨10.5753/sbqs.2014.15260⟩. ⟨hal-03388546⟩

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