O PROCESSO DE GERENCIAMENTO DA CAPACIDADE NA UTILIZAÇÃO DA TELEFONIA VoIP COM O USO DE FERRAMENTAS DE ANÁLISE EM REDES SOCIAIS

Abstract

This research evaluates the use of VoIPtelephony in an educational institution that hasadministrative units in the State of São Paulo, Brazil, withobjective of the implementation of the Capacity Managementprocess in their best practices suggested by ITIL®. With aliterature review and a qualitative analysis of the use ofVoIP telephony as a means to reduce costs with theconventional telephony is studied. Through the indicators ofdensity, centrality and proximity obtained with the tools ofsocial network analysis (SNA), it is possible to verify theeffective use of VoIP. The results in relation the actors in thenetwork showed a low density and a sub-utilization resourceby each actor. The ITIL® Capacity Management ensuresthat IT infrastructure is aligned with business needs,understanding and maintaining levels of delivery requiredservice at an acceptable cost.Index Terms ⎯ Social network analysis (SNA), ITIL,Capacity Management, VoIP telephony.