Gerenciamento dos serviços de TI: o uso das boas práticas de gerenciamento de serviços de TI com base na biblioteca ITIL v3.

dc.contributor.advisor	Bortolini, Filipe
dc.contributor.author	Santana, Daniel
dc.date.accessioned	2016-06-03T15:13:48Z
dc.date.accessioned	2022-09-22T19:20:12Z
dc.date.available	2016-06-03T15:13:48Z
dc.date.available	2022-09-22T19:20:12Z
dc.date.issued	2015
dc.identifier.uri	https://hdl.handle.net/20.500.12032/59677
dc.description.abstract	This paper presents a study about IT Service Management, based on concepts of IT best practices widely published and spreaded through the Information Technology Infrastructure Library (ITIL). ITIL through their processes has a number of items already tested and used, upon proof that intent to measure and improve IT Service Management in organizations that choose to use this model of reference. Due this, this case study wants to introduce: ITIL study and review; to analyse organization's IT cenarius; analyze, measure and display improvement action plans for listed processes as beneficial for the development and improvement of operation organization's IT. Through this information, articles and documents was made the theoretical reference that resulted in a exploratory research, bringing this data source that were essential to complete this study.	en
dc.publisher	Universidade do Vale do Rio dos Sinos	pt_BR
dc.subject	ITIL	pt_BR
dc.subject	Processes	en
dc.title	Gerenciamento dos serviços de TI: o uso das boas práticas de gerenciamento de serviços de TI com base na biblioteca ITIL v3.	pt_BR
dc.type	TCC	pt_BR

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