AVALIAÇÃO HEURISTICA E PRINCIPIOS DE IHC APLICADOS NA ANÁLISE DA FERRAMENTA DE GERENCIAMENTO DE CHAMADOS CA SERVICE DESK MANANGER

Abstract

This task analysis and propose improvements in an tool used to management of order of services in Companies. Such weightings are carried out based on heuristics and principles of interaction Among the objectives is considered check and analyze whether the tool Computer Associates Service Desk Manager (Computer Associates Service Center), has the usability requirements, to serve as an instrument of internal communication between the Financial Departments, Human Resources, Accounting, Purchases and Information Technology that customary are part of a company and use this mechanism to manage their need for support. A survey of the main foundations and principles that guide Human-Computer Interaction (HCI) was carried out the organizations were considered to be business and its opening routine of calling, focusing on characterizing the profile of the user server and its relationships with said technology, highlighting the difficulties and peculiarity in relation to the use of this tool, improvements are recommended based on this analysis. The research is based on the main characteristics of HCI, heuristic evaluation and principles strongly linked to the analysis of interaction between users and the tool.