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O ISCTE-IUL é um instituto superior de educação Português, orientado à adoção do ITIL®V3 nos seus serviços das Tecnologias da Informação (TI). Melhorando assim as práticas de gestão, de acordo com as melhores práticas recomendadas e atingir a certificação ISO/IEC 20000.
Dissertações relacionadas com a implementação dos processos de ITIL têm surgido, estando atualmente implementados os processos de Gestão de Ativos de Serviço, Gestão de Incidentes, Satisfação de Pedidos e Gestão de Alterações. O âmbito desta dissertação é a implementação do processo de Gestão de Problemas que irá preencher a lacuna na investigação da causa-raiz dos problemas.
O processo de Gestão de Problemas define as atividades necessárias para controlar o fluxo de problemas e assegurar o correto registo, avaliação, investigação e implementação da solução. Nesta dis...
Trabalho de projeto mestrado em Arquitetura Departamento de Arquitetura e Urbanismo ISCTE Instituto Universitário de Lisboa 2016
This project intends to analyze the internal communication of a notorious portuguese
institution in teaching, ISCTE-IUL, focusing on devices and organizational tools. The
investigation is concerned about the possible creation of guidelines and solutions that
constitute a plan of intervention in the internal communication of ISCTE-IUL.
Through literature review carried out it will be possible to verify the importance of internal
communication as a management tool today, referring to all the components that justify its
role in the organization.
Thus, the analysis by performing a series of interviews with a variety of ISCTE-IUL
collaborators, will realize the significance of their roles as major players in developing the
project.
The importance of realization this project, in the review of internal communication and
essentially...
This archive collects working papers from the Business Research Unit (BRU-IUL) of ISCTE - University Institute of Lisbon (ISCTE-IUL)
Trabalho de projeto mestrado em Gestão Departamento de Marketing Operações e Gestão Geral ISCTE Instituto Universitário de Lisboa 2013
Dissertaȯ̂ de mestrado em Informt̀ica e Gestô Departamento de Cin̊cias e Tecnologias da Informaȯ̂ ISCTE Instituto Universitr̀io de Lisboa 2016
Since the beginning of History, with the development of Writing, mankind has always felt the need to establish contracts and agreements of different kinds such as commercial, social, governmental, military or religious nature. Side by side with these agreements has always followed the concept of signature that prevails to our current day. Evolving similarly to these concepts one finds the need to assure security, secrecy and trust of these agreements. This dissertation deals directly on these two topics and their context in the XXI century, where we have a complete spread of digital equipment and technology and a strong will to turn from paper based to paperless fully digitalized processes due to the constant struggle to achieve higher levels of operational and economic efficiency by our companies and State departments. In this dissert...
