TY - JOUR AU - Couto, Fernando AU - Ishitani, Lucila PY - 2018/12/10 Y2 - 2024/03/29 TI - Implementation of ITIL Configuration Management module: a case study JF - iSys - Brazilian Journal of Information Systems JA - iSys VL - 11 IS - 3 SE - Regular articles DO - 10.5753/isys.2018.371 UR - https://sol.sbc.org.br/journals/index.php/isys/article/view/371 SP - 70-89 AB - <p>This paper is based on the operation of one of the most used IT service management models by organizations around the world, ITIL. With the purpose of expanding knowledge in the area, the main proposal of this article is to present experiences, viewpoints, criticism and added value generated during and after the implementation of the ITIL Configuration Management module in a Brazilian public agency. As a successful case, its main objective is to measure the direct and indirect user’s satisfaction level of the proposed module, in order to explore the main benefits of an implementation based on best practice and, to propose improvements and suggestions for future implementation processes.</p> ER -