Gerenciamento de serviços de TI: análise e proposição do Modelo ITIL na Universidade Federal da Grande Dourados

Abstract

This paper analyzes the aspects of IT Services Management at the Federal University of Grande Dourados, aiming to present its theoretical conception and the practical aspects involved in the IT Governance of the institution. Service management is critical to balancing the relationship between institutional resources and management processes, improving the value of IT and promoting strategic alignment between top management and the responsible industry. This relationship gives support to an efficient process capable of promoting a continuous improvement in the IT performance towardsits users. The methodology used consisted of applying of maturity models to measure how much UFGD knows and applies of the ITIL library practical aspects. In addition to this, the available resources and capacities were surveyed in order to understand the process which they are linked to and the possible improvements that the adequacy of the current model can offer when applying ITIL good practices in the context of the UFGD. During the research it observed a fairly low level of maturity and the lack of adherence to governance standards, being of particular concern some aspects presented and the urgent need of intervention to improve the institutional conditions. At the same time, it was noted an adequantedly trained IT personnel and in high enough numbers to present proposals for improvement to the currently implemented model, requiring extensive training and updating in order to understand the ITIL concepts and be able to engage in the improvement of the IT services management in the UFGD. Finally, with institutional maturity and knowledge of the current service management process, this paper presents an intervention proposal that seeks to optimize the relationship between the IT workforce and the responsible sector in the UFGD. This adequacy seeks to enhance the IT personnel while promoting improvements in resource management and provides a more user oriented aproach aligned with the principles of IT management arranged in the ITIL library.