| dc.description.abstract | An information technology department in an educational institution, public company, or any
other organization, including a private one, has a fundamental role in ensuring that the
Institutional Development Plan is fulfilled in accordance with the established goals. To this end,
it is crucial that the planning of information technology has its processes aligned with the global
processes of the organization. The governance of information technology with all its
management processes is necessary for this area to maintain its strategic alignment, providing
support and enabling the achievement of the institution's objectives. The appropriate
management tools in free software, in addition to reducing the necessary investments in
software, enable the development of new functionalities according to the local needs of the
organization, as well as the dissemination of these functionalities to other organizations and /
or people with the same needs, providing, also, the local technological development. Due to the
characteristics of development, distribution and philosophy of freedom of free software, in
which technology is developed and shared by the community, providing autonomy and
independence, its association with social technology is also made. Thus, the present work
addresses the use of GPLI, which is an open source tool in Service Management, by the
information technology area in a Federal Educational Institution, making the relationship
between governance and free software with the field of Science, Technology and Society. The
objective is to bring up and analyze the applied information technology governance guidelines
and the use of free tools. Thus, providing better strategic alignment, efficiency, satisfaction of
users of information technology services and the guarantee of their availability, which adds
value to the institution and propitiates the improvement of services provided to society. To
achieve this goal, the research started from a bibliographic review on Information Technology
Governance and free software, with a focus on GLPI. Seeking to cooperate to fill the gap on
the topic of study, a research was carried out with an exploratory-descriptive objective,
qualitative-quantitative approach, with field research procedures and a case study. The data
were obtained through the application of a questionnaire, the unit being the case of the Federal
Institute of São Paulo. The following method of analysis was applied: content analysis,
comparative analysis between the theoretical assumptions and the results obtained and, finally,
a descriptive analysis. As a result of this research, it was observed that Governance brings the
proposal of transparency in the use of technologies, human resources and actions performed in
society, by society and for society. Governance, when applied in public administration, is
essential for social and technological transformation due to the transparency that its guidelines
provide. It is concluded that the results achieved can contribute to expand knowledge about the
application of information technology governance practices and the use of free software in the
referred institution and other related institutions, and thus contribute the improvement of
services provided to the population. | |
