Abstract
The article presents a case study about KDD (Knowledge Discovery in Databases) application in IT (information technology) Service Orders (OS) in a hospital in the State of Parana, aiming to identify new practices to be applied in IT management. The research arose from the need to identify relationship patterns between hospital departments and IT, based on their IT problem demands. From these patterns it could be possible to assess the effective performance of the sector and identify any deviations or non-conformities. The experiment used classification and evaluated three methods, which made it possible to obtain rules capable of expert validation. The results produced in this study demonstrated the KDD applicability to obtain relevant knowledge to aid decision-making for investment in the betterment of IT services. Among them: the development of action plans for adjustment of inconsistencies in IT-managed OS requests; the establishment of new prioritization standards for emergency requests; the improvement, implementation and dissemination of new OS work procedures; and, as a consequence, a increase in agility and service quality and an improvement th IT relationship with other hospital sectors.
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