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Publication
IT service management: conceitos e processos
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Advisor(s)
Abstract(s)
Num mundo cada vez mais tecnológico, a alta disponibilidade dos sistemas é cada vez mais exigente aos serviços de Tecnologias de Informação (TI). O Information Technology Service Management (ITSM) pode ter um papel fundamental na gestão de TI, auxiliando clientes e parceiros para que o serviço prestado apresente a melhor relação custo/benefício, e diminuindo o tempo de inatividade e as interrupções dos serviços. Procura-se potenciar o valor do negócio. Neste contexto, o Information Technology Infrastructure Library (ITIL) aparece como uma framework que tem como objetivo auxiliar e facilitar a definição do negócio e a implementação da gestão de ITSM. Este artigo centra-se na análise e discussão dos conceitos inerentes aos processos de TI,auxiliando quem está a dar os primeiros passos nesta área. Ao longo do documento serão descritas as fases que compõem o ITSM e o ITIL, sob a forma de um guia orientador.
In an increasingly technological world, high availability of systems is increasingly demanding of Information Technology (IT) services. Information Technology Service Management (ITSM) can play a key role in IT management, helping customers and partners to provide the most cost-effective service and reducing downtime and service interruptions. The aim is to enhance business value. In this context, the Information Technology Infrastructure Library (ITIL) appears as a framework that aims to assist and facilitate the business definition and implementation of ITSM management. This article focuses on the analysis and discussion of the concepts inherent to IT processes, helping those who are taking their first steps in this area. Throughout the document the phases that make up ITSM and ITIL will be described, in the form of a guiding guide.
In an increasingly technological world, high availability of systems is increasingly demanding of Information Technology (IT) services. Information Technology Service Management (ITSM) can play a key role in IT management, helping customers and partners to provide the most cost-effective service and reducing downtime and service interruptions. The aim is to enhance business value. In this context, the Information Technology Infrastructure Library (ITIL) appears as a framework that aims to assist and facilitate the business definition and implementation of ITSM management. This article focuses on the analysis and discussion of the concepts inherent to IT processes, helping those who are taking their first steps in this area. Throughout the document the phases that make up ITSM and ITIL will be described, in the form of a guiding guide.
Description
Keywords
Valor do negócio Gestão de processo de negócio Gestão de serviços empresariais Information Technology Service Management (ITSM) Information Technology Infrastructure Library (ITIL) Tutorial Business value Business process management Business service management
Citation
Batuca, Nuno; et. al. - IT service management: conceitos e processos. "Revista de Ciências da Computação" [Em linha]. ISSN 1646-6330 (Print) 2182-1801 (Online). Vol. 18 (2023), p. 17-42
Publisher
Universidade Aberta