Gerenciamento de serviços de tecnologia: estudo de caso do Núcleo de Tecnologia da Informação da Universidade Federal de Alagoas

Abstract

A service is a means of delivering value to the customer, facilitating the use of the desired results, in this context comes the Information Technology (IT) services where it is supported and assisted as strategic and operational activities of each company, with fundamental resources for achieve as outlined business goals and objectives. Thus, this study has as a general objective to analyze the management of IT services at NTI / Ufal. And as specified objectives, identify which services are available and their requesters; identify whether there are measures to monitor services; analyze the service catalog and propose actions to monitor the quality of the core services, based on the results achieved with a survey. Thus, for a better understanding of the method used in the research and in the context of a case study, document analysis, on-site observation and descriptive analysis. As a motivation, a survey aimed to show how Ufal's NTI has managed the IT services available to the community. Finally, the objective of the study was defined to answer the following research questions: How does Ufal's NTI manage the IT services available to the community?