IT Service Management: Analysis and Proposition of the ITIL Model in a Brazilian Federal University

Abstract

Service management is critical to balancing the relationship between institutional resources and management processes, improving IT value and promoting strategic alignment between top management and the responsible department. This paper focuses on analysing the aspects of IT Service Management at a Federal University, aiming to present its theoretical conception and the practical aspects involved in IT Governance. The methodology used consisted of the application of maturity models capable of determining how well the University knows and applies the practical aspects of the ITIL library. During the research it was possible to observe a low level of maturity and the lack of adherence to the governance standards, where some aspects showed an urgent need for intervention to improve the institutional conditions. Finally, with institutional maturity and knowledge of the current service management process, it was possible to present an intervention proposal that sought to optimize the relationship between the IT workforce and the responsible department in the University. This adequacy sought to enhance the technical staff, while promoting improvements in resource management and providing user-oriented and aligned IT management principles in the ITIL library.