An approach to service suitability based on ITIL practices

• Luiz Topin Federal University of Rio Grande do Sul
• Eduardo Borges Federal University of Rio Grande do Sul
• Luciano Ribeiro Federal University of Rio Grande do Sul

DOI: https://doi.org/10.5753/sbsi.2017.6090

Abstract

This paper identifies weaknesses in IT governance in companies all over Brazil that have their main business processes supported in the IT sector, or that are direct providers of IT services. Specific items were taken into account in order to measure the level of governance of these companies. Based on ITIL V3 best practices, solutions were proposed to contemplate and solve the fragilities found in this research. These solutions have been tested in two distinct companies: a software factory and an oil and gas company in which IT is essential to their business model. In direct contact with the managers of these companies, the artifacts for adequacy of IT services have been perfected and generalized.

Keywords: Governan¸ca de TI, gerenciamento de servi¸cos, ITIL

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