Análise do processo de change management utilizando as boas práticas do ITIL

Abstract

The target of this study is providing an assessment of the maturity level concerning the Change Management process of evaluated company. To achieve the proposed objective an analysis was made based on the ITIL - Information Technology Infrastructure Library framework, which was used for the process maturity classification. A questionnaire was applied to the services management team, the classification involved five dimensions of PMF: Vision and Guidance, Processes, People, Tools, and Culture. Based on these questions directed to the team, the result was identified as level 2 and defined as repetitive. Improvements were suggested in order to raise the level of maturity of the process.