Diagnóstico da Gestão de Serviços de Tecnologias de Informação no grupo Grefusa e Proposta de Implementação de ITIL
Authors
Abstract
With the aim of improving the current situation, we assess the IT Service Management at the Grefusa Group and propose a roadmap for the implementation of ITIL in the Organization.We start by studying the state of the art in IT Service Management, to choose the most adequate instrument for our goal - the ITIL framework, version 2, has been the selected. Then, its Service Support and Service Delivery details are investigated. Considerations for a successful ITIL implementation are enumerated: the Vision and the Mission; the current Service Maturity level (evaluated by means of the OGC self-assessment questionnaires); the maturity level to attain, and the relevance of quick wins to accomplish this stage; and, finally, the different alternatives to achieve the objectives and the necessity to check if they are being realized.
It is expected that the present work can help Grefusa in improving IT Service Support and Delivery, achieving a better business alignment, more client orientation, more efficiency, and more cost effectiveness.