Avaliação das práticas da biblioteca de infraestrutura de tecnologia da informação (ITIL) em uma empresa de serviços

Abstract

Considered a prominent framework for supporting IT services within organizations, the Information Technology Infrastructure Library (ITIL) refers to a set of good practices that offer guidance to ensure high performance in the execution of these services in organizations. In its latest version, ITIL brought important updates that include 34 practices to aid processes and practices common to the Information Technology sectors. In this sense, this work aims to understand how the practices of the Information Technology Infrastructure Library (ITIL) tool are applied in a service organization in the city of Fortaleza. To this end, the research was conducted in a qualitative and descriptive manner, in addition to presenting itself as a case study, with data collected through interviews with 03 employees from the company's IT sector and treated in a content analysis. It was possible to conclude that the adoption of ITIL improvement practices within the organization was essentially for the purposes of standardization, monitoring and greater reach in the provision of IT services.