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 VoIP
telephony in an educational institution that has
administrative units in the State of São Paulo, Brazil, with
objective of the implementation of the Capacity Management
process in their best practices suggested by ITIL®. With a
literature review and a qualitative analysis of the use of
VoIP telephony as a means to reduce costs with the
conventional telephony is studied. Through the indicators of
density, centrality and proximity obtained with the tools of
social network analysis (SNA), it is possible to verify the
effective use of VoIP. The results in relation the actors in the
network showed a low density and a sub-utilization resource
by each actor. The ITIL® Capacity Management ensures
that IT infrastructure is aligned with business needs,
understanding and maintaining levels of delivery required
service at an acceptable cost.

Index Terms ⎯ Social network analysis (SNA), ITIL, Capacity Management, VoIP telephony.