Governança de TI em empresas cearenses de capital aberto: Análise de relatórios anuais à luz da Itil 4

Abstract

Among the various frameworks provided within the scope of IT governance, ITIL stands out as a prominent choice for managing IT services within organizations. The ITIL 4 version introduces significant updates that directly impact the understanding of the 34 practices encompassed by this framework in the daily operations of companies. In light of this, the objective of this study is to comprehensively examine the IT governance practices presented by the companies listed on the stock exchange in the state of Ceará, Brazil, through the analysis of their annual reports in the context of ITIL version 4. To accomplish this, a qualitative and descriptive approach was employed, employing a strategy of multiple case studies and employing direct categorical content analysis of the annual reports from seven Ceará-based companies listed on B3. The companies have emphasized records with a global perspective of General Management in the texts of reports, which may indicate na indirect impact on the creation and maintenance of IT services. On the other hand, the practices in Service Management are pointed out from a smaller amount of records, but denoting a direct influence on the IT services provided to users. Finally, Technical Management practices appear in rare moments throughout the texts, alluding to a direct impact on the specific IT services reported by the reports. Thus, the content analysis effectively reveals to both the researcher and the reader that the implicit message conveyed by the reports unfolds the empirical implementation of ITIL 4 practices, despite the notable emphasis on certain activities.