Governança de Ti – estudo de caso utilizando ITIL V3

Abstract

The area of Information Technology (IT) is becoming crucial for organizations to achieve their strategic objectives through structured processes (IT governance) that aim to manage and control all its services to meet customer needs. A model of best governance practices such as ITIL® ensures the alignment of IT with business requirements (Service Provider IT) and involves the organization's top management. This model helps to identify needs and processes, in order to prepare organizations to reduce their costs. In this project are presented on aspects of IT Governance and ITIL®, speaking about its origins, concepts, key processes, application and benefits of the model. This paper reports a case study of application of IT governance, using a tool called OCOMON aid. After the deployment has made an assessment regarding the advantages of the implementation of the processes of ITIL® V3. The study takes place in the Central Electric Company of Northern Brazil – ELETRONORTE - in Marabá/Para, where the results showed a big jump in quality IT services organization.