Um protótipo de uma ferramenta Web para gerência de serviços em ambientes de TI

Abstract

The increasing complexity in the networks and applications with the new demands for distributed information technology (IT) services has changed the way systems are managed. The focus has moved from device-oriented management to service-oriented management. Currently, small and large companies demand an IT infrastructure to support their business, and such infrasctructure has to be monitored. Quantitative metrics should be measured and used to get a feedback about the IT environment functionalities. This work proposes a web-based network service management system that use open standards and free software to help the practice of Service Level Management (SLM) at IT environments. A metric here named Service Availability Index - is presented as a way to measure the IT environment system functionalities. To validate the prototype developed for the system proposed, a case study is presented and the main results are analyzed.