Browsing by Author "Cavalcante, Victor F."

Now showing items 1-3 of 3

Data-driven analytical tools for characterization of productivity and service quality issues in it service factories

Cavalcante, Victor F.; Pinhanez, Claudio Santos; Paula, Rogerio A. de; Andrade, Carolina S.; Souza, Cleidson Ronald Botelho de; Appel, Ana Paula
2013-08

In this article, we propose an analytical tool, named the Workload Profile Diagnosis (WPD) method, to evaluate the performance and quality of incident management (IM) systems in information technology (IT) service factories. ...
Designing an enterprise social tool for cross-boundary communication, coordination, and information sharing

Souza, Cleidson Ronald Botelho de; Pinhanez, Claudio Santos; Cavalcante, Victor F.; Aluani, Fernando; Daros, Vinicius; Ferreira, Danilo; Paula, Rogerio A. de
2012

This paper discusses the design of a social tool for cross-boundary communication, coordination, and information sharing in a large organization. Based on insights and requirements gathered in qualitative and quantitative ...
Information needs of system administrators in information technology service factories

Souza, Cleidson Ronald Botelho de; Pinhanez, Claudio Santos; Cavalcante, Victor F.
2011

In this paper we describe the results of an empirical study about the information needs of system administrators. This study is based on an electronic survey with more than 200 systems administrators, or sysadmins, working ...