Gerência pró-ativa de incidentes de segurança através da quantificação de dados e da utilização de métodos estatísticos multivariados

Abstract

Its recognized that in the organizations the information has become an asset of paramount importance. Analyzing this trend, one realizes that, in the same way, the evolution and dynamics of the threats and security incidents on this asset is an indisputable fact. Moreover, its essential that those responsible for organizational management in the companies strive to monitor the incidents related to the area of Information Technology (IT), acting in a timely manner about these issues, treating them in a proactive and intelligent, way allowing the accurate and rapid decisions, aimed at ensuring continuity of business. This paper presents a tool for incident management related to it service and systems, called SDvPC (Service Desk via Portal Corporativo), which includes a Service Desk to a corporate portal and provides in a centralized way, formal procedures for reporting and scheduling the problems identified by users in an organization. The tool helps to ensure that the weaknesses of the organization are reported in a quickly and simply, as soon as possible, and allows proactive management of incidents in the area of IT to explore the quantification of qualitative data collected in the Service Desk and the grouping of incidents using multivariate analysis. As a result, SDvPC allows the tacit knowledge of the failures, shortcomings and difficulties attached to the IT services and systems in an organizational environment, providing vision and strategic planning on the activities of the support area.