ITIL como modelo na padronização de serviços e processos de TI: estudo de caso

Abstract

Due to globalization, there is fierce competition between competitors and resources are reduced to investments in R & D (Research and Development), new technologies and innovations, in addition companies must align their strategies according to the market changes. For times, erroneously considered as an expense in organizations, the area of IT (Information Technology) is increasingly fundamental element so that the objectives are achieved. Achieving excellence in service delivery, producing cost reduction, productivity associated with quality and customer satisfaction are challenges to be achieved daily by IT. For this to happen, it is necessary to adopt methodologies, techniques and tools that help the IT area to overcome its deficiencies, increasing efficiency and effectiveness in the operations and management of resources. The case study presented in this thesis aims to assess the current scenario of the IT department of a large company, specifically the System Support Division, based on Service Strategy book, Design Service and Operation ITIL Service, resulting in the end research in a proposed implementation of ITSM (IT Service Management).