O USO DAS PRÁTICAS DO MODELO ITIL NO GERENCIAMENTO DOS SERVIÇOS DE TI: UM ESTUDO APLICADO NA EMPRESA KAPSULA – GRUPO KPG

Abstract

Nowadays, more and more as companies need Information Technology (IT) to plan and execute their actions. For development companies, this dependency is even greater, as they need to correctly manage IT services, both internally and with customers and users. One of the means for the correct application of management is through the adoption of good practices from the Information Technology Infrastructure Library (ITIL), which is a library of practices for internal processes in the IT area. This study aims to promote quality in the software development services offered by the IT sector of the company Kapsula, a company of the KPG group, through the implementation of ITIL model processes. It is an applied research in which the processes of the ITIL library were pointed out that can be avoided to improve the function of the IT sector at Kapsula. Data collection was done based on the current scenario of the company through a questionnaire applied to employees who deal directly with the project. It was concluded that most of the interviewees studied the performance of the IT sector after the implementation of ITIL.