IT Event Management in the Municipal Public Sector: An Automated Architecture Based on ITIL 4 and Fuzzy Inference
Resumo
The digital transformation in Brazilian municipalities has resulted in heterogeneous and frequently fragmented electronic service environments, with limited levels of integrated monitoring, compromising the continuity and reliability of digital public services. In this context, the absence of automated IT Event Management mechanisms increases incident detection and response times, negatively affecting compliance with Service Level Agreements (SLAs) and the operational efficiency of IT teams. This work proposes an open-source architecture that integrates Zabbix for event detection, a Python-based Fuzzy Inference Engine for contextual classification based on impact and urgency, and GLPI for ticket lifecycle management, in alignment with ITIL 4 Event Management guidelines. Fuzzy logic is employed to replace rigid thresholds with continuous criticality assessment, incorporating mechanisms for event duplication control. The proposed artifact is grounded in ITIL 4 service management, fuzzy set theory, and the Design Science Research (DSR) approach, adopting the six-step model proposed by [Peffers et al. 2007]. Methodologically, the study followed the DSR cycle, encompassing problem identification, objective definition, BPMN-based process modeling, prototype development, and demonstration in a municipal environment, with the analysis supported by historical MTTD and MTTR metrics collected prior to the artifact deployment. The demonstration indicates the feasibility of automated event classification and ticket handling, improving prioritisation consistency and reducing manual intervention in early incident handling stages. As a contribution, this work presents an integrated and modular IT Event Management model based on open-source solutions, with potential for replication in complex institutional contexts within public administration.
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