O processo de gerenciamento de incidentes no ITIL: estudo de caso de uma empresa do setor de saneamento

Abstract

The objective of this work was to study the case of implementation of the ITIL Incident Management process in a sanitation company (Cesan). It sought to identify the most relevant aspects for the implementation of the process, to report the implementation from the perspective of the employees, understanding the motivations, choices and actions related to this implementation. The methodology used was the Single Case Study. As results, the aspects considered most relevant to the implementation by the participants involved were: the support of the management; ITIL training; Interdepartmental collaboration. Regarding the motivation to implement an Incident Management process, were mentioned the desire to provide Information Technology (IT) services by a process aligned to the best market practices; to improve the user's perception of IT services; to use a unique methodology of service between the departments of the IT Management of Cesan; to obtain improvements in the handling of IT incidents; to have greater control over the incidents; and to improve the procurement and evaluation of contractors. The ITIL framework was chosen because it is a consolidated, mature and standardized library; has interconnected processes; employees already had basic knowledge of ITIL processes; and the success cases in other companies. The work also analyzed the specific actions for ITIL implementation and the opportunities for improvement perceived for the process at Cesan. The suggestions for future research are a case study of implementation of the ITIL Incident Management process in companies from another sector; a case study of the implementation of other ITIL management processes in the studied sector; and, finally, the study of continuous improvement applied after the implementation of the ITIL Incident Management process