Um processo para implementaÃÃo das prÃticas ITIL para gerenciamento de serviÃos de TI

AUTOR(ES)

Jeime Nunes de Andrade

DATA DE PUBLICAÇÃO

2008

RESUMO

The importance acquired by the Information Technology (IT) has forced companies today to adopt measures to better manage the IT in the organizational environment seeking strategic alignment between IT and the business of the organization. Research have shown that each year increases considerably the number of companies that are investing in the IT Governance, term applied to management practices, control and monitoring of the IT environment and its investments. Today companies are based in methods, techniques and tools available to help them this challenge to the manage TI, so that the spending on IT would become in productivity and improve the quality of services provided by the area. This dissertation discusses concepts and techniques for implementation of a structure of Management Services of IT based in Information Technology Infrastructure Library â ITIL. The ITIL is a library of best practices for management of IT services, which has been used by various public and private enterprises that aim to improve the quality of IT service, placing them in line with the goals of the organization. However there are still many difficulties to adoption of ITIL and in the introduction of their practices in the day-to-day organizations. This dissertation presents the Gestus ITIL, a process to implementation of the practices of ITIL based on the catalogue of IT services of the organization, and that is structured in phases and activities defined in accordance with the concepts and techniques of literature. The Gestus ITIL was estimated at wokshop involving a group of professionals engaged in projects of implementation of ITIL, where the structure of the process was presented and discussed about its applicability in projects of implementation of ITIL

ASSUNTO(S)

gerenciamento de serviÃos de ti management services of it ciencia da computacao practices of management for it service implementation process itil prÃticas de gestÃo de serviÃos de ti tecnologia da informaÃÃo (ti) processo de implementaÃÃo itil information technology (it)

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