IT SERVICES MANAGEMENT IMPLEMENTATION WITH ADOPTION OF THE GOOD PRACTICES OF ITIL V3

The information technology is considered a competitive differentiator between companies and holds the role of an important ally among organizations. Against the needs to manage the processes and services provided, frameworks and methodologies that helps on the search for continuous improvement of TI's strategic alignment to the business, through the adoption of a proactive posture arise. The objective of this paper is to present and deploy an IT management plan in a College of Minas Gerais based on ITIL v3 best practices. This research sets up as an intervention with qualitative approach. The results obtained confirm the efficiency of ITIL's best practices. Full Paper PDF: http://www.contecsi.fea.usp.br/envio/11contecsi-files/papers/553/submission/director/553-2368-1-DR.pdf