Uma abordagem para adequação de serviços baseada em práticas da ITIL

This paper identifies weaknesses in IT governance in companies all over Brazil that have their main business processes supported in the IT sector, or that are direct providers of IT services. Specific items were taken into account in order to measure the level of governance of these companies. Based on ITIL V3 best practices, solutions were proposed to contemplate and solve the fragilities found in this research. These solutions have been tested in two distinct companies: a software factory and an oil and gas company in which IT is essential to their business model. In direct contact with the managers of these companies, the artifacts for adequacy of IT services have been perfected and generalized.