Plano de melhorias para as operações de serviço de um grupo empresarial, com base no framework ITIL

Abstract

This study had as its main objective delineating an improvements plan for the Service Operations department of a defined company, based on the book "Service Operations", which is part of ITIL (Information Technology Infrastructure Library). To achieve this goal, a research of an applied nature was developed with a qualitative approach to the problem, predominantly descriptive in relation to the objectives, using bibliographical, experimental and documentary research techniques. From this study, based on the ITIL framework, it was possible to propose an improvements plan to be implemented in the company, in order to increase value to their deliveries.