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Customers of Health Information Systems (professionals and citizens) expect a high level of availability and quality of different products and services, so it must be guaranteed a support service to provide a timely response to requests from existing customers. Thus the installation and capacity building of a professional unit to support IT services, called Support Center, was carried out in an organization of the public sector that provides services in the health sector. The research strategy that was followed was case study in order to describe the process of capacity building and the resulting impacts. As a result we obtained an organizational transformation with impacts and improvements in the work of the individual elements of the development teams, as well as improvements in the management of the support activity. Finally, customers can get better service at the level of response times in solving the problems presented.

Installation and capacity building of an IT Service Support Center