Governança de TI: uma análise sobre a implantação da Biblioteca ITIL no Tribunal Regional Eleitoral do Rio Grande do Norte

Abstract

The following research study looked for understand the implantation process of the ITIL library on Tribunal Regional Eleitoral do Rio Grande do Norte (TRE-RN), highlighting its benefits and challenges also performing a matureness analysis of the processes. ITIL is the acronym for the "Information Technology Infrastructure Library”, which can be defined as a tool that describes best practices for management IT services. Thus, for the accomplishment of this research, it was adopted the methodology of bibliographic research associated with a qualitative analysis of the collected data. The data collect methods succeeded by the application of an semi-structured interview, of the ITIL processes matureness analysis on TRE-RN and, as a complement, of the application of online questionary with open questions mostly, and some closed questions. By analysis the results, we found a relatively good level of maturity in the TRE-RN cases and, in the respondents' perception, there were significant benefits achieved after the implementation of ITIL good practices. Finally, the present study made suggestions for improvement based on the results analyzed.