Um método para gerência de serviços baseado nas práticas do itil

Abstract

Nowadays, the management of services involving information technology is a critical factor, mostly for small enterprises. The growing dependency of organizations on their IT systems and the growing sophistication and demanding expectations of users and customers means that the establishment of IT governance is an essential factor, to ensure that the IT services provides the basis to the potentiality of IT resources in the organizations. Thus, the utilization of best practices, such as the IT Infrastructure Library, is a growing alternative for the establishment of IT governance and IT service management. In this way, this work proposes, based on the ITIL practices and methods of quality control and continuous improvement, a method for .introduction IT service management. The application of the proposed method allows the execution of an evaluation of IT service management processes and the establishment of critical points. Then a group of practices based on ITIL can be set to improve and formalize the execution of the processes in the evaluated organization.