Modelo de gestão para o suporte técnico em tecnologias de informação e comunicação caso de estudo: Teledata de Moçambique

Abstract

The need for technical support is an indispensable daily practice in any sector of activity that deals with information and communication technologies, as this has a preponderant role in the success of activities related to the institution. Seven (7) chapters are part of the present study, where a general approach is made to the current information system of Teledata de Moçambique, presenting, in the first instance, the definition of the existing problem, which determines the objectives of the study, preceded by a brief introduction which broadly focuses on the importance of technical support, all of this is developed in chapter one (1). Chapter two (2) summarizes the materials and methods used to design the model and achieve the stated objectives. In chapter three (3), the RAD methodology is used in the analysis and data collection activities of the current system. Throughout chapter four (4), a theoretical summary of the object-oriented methodology and the use of the UML is presented, through which it was possible to present the design of the proposed model. Chapter five (5) presents a detailed description of Teledata's current information system, and presents some management solutions. In chapter six (6), the model proposed on the basis of the UML is presented. Finally, the last chapter (7) presents the conclusions, recommendations, as well as the bibliography referenced in the work. This study focuses on organizational aspects, work procedures, performance analysis (measuring the degree of user satisfaction), with an emphasis on the ability to resolve and respond. The model will enable the creation of a database that will help the future system work, allowing the recording of data and information produced during the different activities.