Gestão de serviços IT (ITSM)

: implicações e práticas no contexto empresarial

Abstract

With growing economic pressures and increased competitiveness, companies have invested in prioritizing the increase of their efficiency and productivity in the provision of their services. In this sense, the literature has shown that investing in ITIL platforms to perform this management helps in monitoring these services, in allocating the company's resources and, therefore, in increasing the company’s competitiveness. On the other hand, like any change, the implementation of something new may be met with some resistance, jeopardizing its adoption. In this study, through interviews with workers of a Portuguese company between November and December 2022, we were able to analyze a practical case study of the impact that the implementation of a service management platform has on the monitoring of services, as well as in the workers' day-to-day. We concluded that the choice of ITIL methodology was able to meet the objectives proposed by the company, as well as validate the selection of the ServiceNow platform, which proved to be an advantage for increasing the quality of IT service management. Additionally, it was clear the increase in employee satisfaction and the support that the platform can provide, facilitating the execution of their tasks and their organization, once the first barrier of resistance to change was overcome.

Date of Award	3 Jul 2023
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	M. H. Correia (Supervisor)