Implantação da norma ABNT NBR ISO/IEC 20000:2011: resultados alcançados no gerenciamento do nível de serviço em uma organização de tecnologia da informação e comunicação

Abstract

The deployment process and certification of an ISO standard in an enterprise tends to bring a lot of benefits and difficulties in the organization that implements. Front of this deployment scenario that the goal to understand what are the benefits and difficulties with the implementation of ABNT NBR ISO/IEC 20000: 2011 in an organization of information technology and communication at service level management, as well as the exposure of standard concepts and ITIL Library are based. Through applied research, grounded from the point of view of technical procedures as bibliographical and case study and work through a qualitative research, applied by means of a questionnaire to the Coordinator of the company's Service level studied, the aim is to achieve an understanding of the goals listed. These goals that reach the analysis of the results of this survey which refer to the following points: incremental improvements in the processes of service level management and service accounts, which make up the macro structure of service delivery, as well as advances in requirements such as new or modified services transition, budget and accounting for services, the management of incidents and any service requests. As well as the appointment of the difficulty to meet the service-level agreements for some contracts, by establishing deadlines for aggressive calls that can affect in fines for non-compliance.