Análise da aplicação de recursos da Web 2.0 nas ferramentas de ITSM que suportam a ITIL

Abstract

In order to improve their information technology services, companies adopt frameworks that propose good practices of information technology service management frameworks, such as ITIL (Information Technology Infrastructure Library), in addition to deploying ITSM software (Information Technology Service Management) to support these services. At the same time that ITIL and ITSM evolve to meet companies’ business processes needs, the Internet has provided several resources aimed at the formation of collective intelligence, through resources of Web 2.0, involving blogs, wikis, and social networks, among others that can also affect and benefit companies. In the literature, it is possible to find papers that present proposals for the use of Web 2.0 technologies by companies, the só­called “Enterprises 2.0”, but studies and evidence about the applicability of these proposals are not easily found in an ITSM software that supports ITIL. This work aims to analyze whether the proposals found in the literature are being applied to ITSM software products that support ITIL, allowing companies to adapt their processes to this framework, at the same time that knowledge is formed and shared within the organization. To achieve the objective of this work, a literature search was carried out to identify proposals for the use of Web 2.0 resources for that purpose, and then to search for evidence of the use or not of these resources in the documentation of selected ITSM tools. As a result, after the analysis, it was found that ITSM software documentation does not show an emphasis on the use of Web 2.0 features in ITSM products. Few resources were cited and what was observed is that the documentation mainly highlighted the features of task automation, notifications, approvals and other automations that consolidated ITIL processes in its software tools, with little interest for the possibility of improving knowledge management.