Uma estratégia para interação e presença dos serviços de T.I nas redes sociais: uma avaliação com gestores

Abstract

Serviceoriented companies need to maintain a high quality level, and be proactive in the management of service level agreements (SLAs), tools increasingly used in IT management and governance. Among the various communication channels used by a company in the relationship with its clients / users, social networking has emerged as a major axis, which should be considered in IT service management. This research presents a methodology for managing the presence of IT services offered by companies on social networks. We conducted a case study in two real companies, where the results were promising. We applied a face validity exercise, where managers considerated our methodology useful, preferable in relation to previous methods, and complete.