O uso da metodologia ITIL na gestão de processos de tecnologias de informação e comunicação: caso de estudo Autoridade Tributária de Moçambique

Abstract

The biggest concern of organizations in relation to ICT has to do with the high availability of the infrastructure and productivity rates of their systems and employees. To do so, they seek governance solutions that are accessible to operational and commercial standards. One of them is the ITIL methodology, which is one of the solutions in ICT management, used to align internal processes and adjust ICT departments to the organization's needs, reducing costs in managing ICT infrastructures. In the management of ICT services, the application of management methodologies presents itself as an alternative to support management processes and service availability, because it is composed of procedures that seek to ensure that adequate levels of services are provided to all users in accordance with with the organization's priorities. It is against this background that this work makes a study on the ITIL methodology, in the service support function, detailing the incident management processes, changes, updates, configurations, problems and the service desk function. For the preparation of this work, a case study was carried out in the Tax Authority of Mozambique, with the aim of presenting the benefits achieved with the implementation of the ITIL methodology. But also, as ITIL is a very useful tool in ICT management, organizations in the banking sector were asked to gather information about the type of ICT management methodology they use. (TRADUÇÃO NOSSA)