Análise de resultados de uma central de serviços em TI terceirizada uma proposta utilizando BSC e ITIL

Abstract

Increasingly embedded in organizations strategy, IT needs to evaluate and seek continuous improvement involving all its employees and suppliers. Outsourcing processes are enabling financial results to be improved through cost reduction and, with appropriate monitoring, to ensure the improvements expected by the IT area. In this context, the present work, obtained as a result of an action research, presents a way to perform an analysis of the results of an outsourced IT service center, using tools such as BSC and ITIL.