Avaliação sobre as melhores práticas e estudo de migração para ITIL V3

Abstract

This work is a study on the set of ITIL books, addressing the life cycle of ITIL V3 and defining the stages of service strategy, service design, service transition, service operation and continual service improvement, illustrating their processes and functions. Is also presented in this paper a case study of an implementation of the ITIL V2 to ITIL V3 in an agribusiness cooperative.