Management of IT services: a proposal of integration of processes of improvement and manager of services / Gerenciamento de serviços de TI: uma proposta de integração de processos de melhoria e gestão de serviços

AUTOR(ES)
DATA DE PUBLICAÇÃO

2006

RESUMO

The search for the improvement in the services offered by the Information Technology IT areas is currently objective of the majority of the organizations. The use of methodologies and good practices for IT services management are becoming a basic practice to achieve success in providing these services. In this context, this work intends to organize a Framework to drive the implementation of Improvement Programs of IT Services. The proposal approach is based on procedural paradigm and aims to guide the organizations in the conduction of improvement projects in services under the procedural, technological, and human prisms. The Framework elaborated use the concept of layers. This tool is strongly based on Information Technology Infrastructure Library (ITIL) and for the understanding of the set of used information, the subjects about analysis and continuous improvement processes as well as services management with ITIL use are reviewed. A case study called Lenio was carried through and consisted of the application of the Framework in a real organization, to verify the applicability of the Framework as well as assisting the verification of hypotheses raised in the study. The results of the case study are presented and although not being institutionalized in the organization, they had introduced sensible improvements in the processes of support to the IT services.

ASSUNTO(S)

gerenciamento de serviços de ti net framework (tecnologia de rede de computador) mapeamento, análise e melhoria de processos itil (biblioteca de infra-estrutura de ti) tecnologia da informação estruturas de dados (computação) engenharia eletrica software telecomunicações

ACESSO AO ARTIGO

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