Uma análise do gerenciamento de serviços de TI baseada no ITIL em uma organização educacional privada

Abstract

This research had the objective to analyze the practices adopted by the management of IT services in a private educational organization in Garanhuns. In this direction, it was proposed to investigate how the organization manages IT services and, from this, to identify the managements used by the ITIL good practices library and to verify what the benefits would be due to the adoption of the ITIL methodology for the organization and, in addition, it was tried to investigate what are the main difficulties in the organization for not using the good practices proposed by ITIL. In order to reach the objectives of this work, we used field exploratory research and systematic observations and semi-structured interviews were used as collection instruments. On this, the analysis of the data revealed that the IT manager seeks to manage IT services without following any model of IT governance, which generates enough problems day after day of the organization. During the observation, it was verified that the IT manager deployed two of the managements following the ITIL model that were the configuration management and the service center. Finally, data analysis allowed the understanding of the transformation of tacit knowledge into explicit knowledge of daily work practice. The presentation of the results of the experiences of the professionals, from the identification of the following phenomenon in relation to the services allowed the identification of the phenomenon that was synthesized as the management of the technological services without following well-defined standards proposed by the IT governance. Through the discovery of the phenomenon were listed the categories that helped to understand the current reality of the company in relation to IT services and demonstrated the advantages of following an IT governance model based on ITIL.