A gestão do conhecimento como apoio à tomada de decisão na área de TI.

Abstract

To boost the retention of knowledge, organizations need to encourage people to make it available in their work environments. In the IT area, which makes heavy use of information, it becomes a differential when knowledge is documented, stored and mainly reused. In this sense, this research seeks to contribute to the evolution of an IT department in relation to knowledge management. For this, the work is presented with two key points: people's knowledge and what can be obtained from the database. Initially, this research was chosen by seeking suggestions from all employees in the area and, from this, by deploying Wiki collaborative tool. Now is possible to say a structured knowledge base was collaboratively built. The ease of access and record information brought immediately result in increased knowledge retention, which was perceived by those involved and shown in the search results. This study also used data mining, with the application of association rules for analysis in requesting services records, with the aim of obtaining useful knowledge. The analysis allowed the managers to perceive distortions in the data and, from that, determine actions to solve them. The objectives set for defining the manufacturer of best quality, checking demands by shift, technicians and sectors were also achieved. The final result is presented in conclusions drawn from various scenarios and combinations of association rules usage, which highlighted facts which at first had no relation to each other, revealing new and applicable knowledge to decision making.