Portal de Periódicos da CAPES

Artigo Acesso aberto Produção Nacional Revisado por pares

BIBTEX RIS

ESTUDO DE CASO SOBRE O GERENCIAMENTO DOS SERVIÇOS DE TI EM UM ÓRGÃO PÚBLICO

2017; UNIVERSIDADE DO OESTE PAULISTA; Volume: 9; Issue: 2 Linguagem: Inglês

10.5747/ce.2017.v09.n2.e195

2178-8332

Franciély Aparecida Vieira Silva, Helton Molina Sapia, Haroldo Cesar Alessi, Rogério Marcus Alessi, Glauco Antonio Ruiz, João Cezário Giglio Marques, Dione Jonathan Ferrari,

Business and Management Studies

ITIL is the acronym for the Information Technology Infrastructure Library, aimed at providing greater customer and user satisfaction and increasing the efficiency and effectiveness of the services provided, resulting in reduced costs and increased Quality of IT services.This paper presents a case study on the management of IT services in a public agency.We analyzed and had knowledge of how the routines of the IT department in the organization were performed.The information was collected through visits to the departments of the city hall, and many points could be observed that should be changed and improved, thus justifying the need to develop this project.This paper presents an overview of the results obtained by the