Nível de Maturidade da Governança de TI
Um Estudo de Caso de Aplicação do ITIL
The purpose of this research is to describe the implementation of ITIL framework in a private organization from the service industry, as well as analyze the IT Governance maturity level before and after its implementation. The research method employed is based on a qualitative and exploratory study carried out through case study strategy with the purpose of describing the implementation of the ITIL framework. The data collection was undertaken by means of interviews during the second semester of 2017. The results of the study describe the implemented processes, and its difficulties and limitations. The main contribution of the research is to have identified that GTI frameworks are becoming increasingly complex and difficult to implement, and organizations can achieve good results without implementing all the procedures laid down in the framework. This opens an opportunity to review the implementation process of these frameworks, adapting them to specific needs of each organization
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