Aplicação de ferramentas de visualização no processo de desenvolvimento de serviços de consultoria em empresa de TI

Abstract

The current paper has approached strategic aspects of services through the use of information technology in the building of strategies, the understanding of the relevance of the right structuring of processes via the planning of scenarios and knowledge management, as well as the observance of technology oriented to knowledge management, grounded on service strategic design through visualization tools. The paper’s strategy, which had a qualitative profile, made use of an action research method, as it allowed the adaptation of the prototypes in the course of the study, which, in turn, was adherent to the constant and necessary updates. Regarding data collection, observation techniques and interviews with experts were performed. The current study had the following premise: to evaluate and insert visualization tools applied to services in an IT company and, considering the two cycles studied, propose a service approach with a more participatory tool portfolio by involving the costumer since the beginning of each project. This new format pursued the creation of innovation for services inherent to tax solutions. Thus, a distinguished operation, which aimed to reflect on the generation of value to the customers and, consequently, the institution’s recognition for their innovative services have been made possible.