It governance in a public company of research and development: Deploying the ITIL in Service desk
Year: 2015
Type: dissertation
Abstract: Nowadays, the companies providing the services about the Information Technology (IT) seek to remain competitive, establishing relations closer between the customers,\ntheir production processes and the business as a whole. The integration Technology and innovation processes of the information technology, including applications, systems, computing infrastructure and data communication, came to represent a high degree element to ensure business continuity becoming a variable to be inserted into the general management system corporations. Aiming to meet this need was created\nan Information Technology Infrastructure Library (ITIL). This framework sets out the methods from the best practices for the development and management of IT services, bringing together the necessary tools to manager in order to support their\nactivities by virtue of the most efficient techniques designed scientifically. This work proposes an analysis, the case study in a public institution of research and development, demonstrating how the implementations of IT governance, along with\nmodels of best practices for service management, interact with managers the organizations processes. The research was supported by a bibliographic and documentary, qualitative and descriptive basis for identification of the administrative\ndetermination of this institution and its necessities and subsequent analysis of the applicability of ITIL with the institutions Service Operations, explaining the relevant\naspects to be observed in its implementation. The survey of information was collected from various types of documents available in the institution and based on the experience of the researcher in the area. This research can be a guide in the\nspecial organizations and public sector managers with intention to accept any methodology for best practices of process organization in favor of provided benefits of implementing this study.
Author: Valdecir da Silva
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W6991897107