Gerenciamento dos serviços de TI: o uso das boas práticas de gerenciamento de serviços de TI com base na biblioteca ITIL v3.

Abstract

This paper presents a study about IT Service Management, based on concepts of IT best practices widely published and spreaded through the Information Technology Infrastructure Library (ITIL). ITIL through their processes has a number of items already tested and used, upon proof that intent to measure and improve IT Service Management in organizations that choose to use this model of reference. Due this, this case study wants to introduce: ITIL study and review; to analyse organization's IT cenarius; analyze, measure and display improvement action plans for listed processes as beneficial for the development and improvement of operation organization's IT. Through this information, articles and documents was made the theoretical reference that resulted in a exploratory research, bringing this data source that were essential to complete this study.