Open AccessIt change management process improvement
Author(s) -
Eduardo da Silva Sousa,
Carlos Eduardo Machado Pires,
Simone Borges Simão Monteiro,
Ana Carla Bittencourt Reis
Publication year - 2019
Publication title -
revista singular
Language(s) - English
Resource type - Journals
ISSN - 2596-1322
DOI - 10.33911/singular-etg.v1i1.12
Subject(s) - process (computing) , process management , control (management) , service (business) , business , quality (philosophy) , change management (itsm) , quality management , computer science , public relations , political science , marketing , philosophy , epistemology , artificial intelligence , lean manufacturing , operating system
IT became an indispensable structure for organizations, whether public or private. Although it is considered a support area, IT plays a strategic role in organizations, its procedures must be systematically conducted. This article addresses best practices in IT Service Change Management and compares these practices with current implementation in a court of law. The purpose of this comparison is to verify the adherence of the implemented process and to suggest adjustments that can guarantee quality of services. For that, a review of the pertinent bibliography and a case study of the processes implemented and executed by the court was carried out. The preliminary comparative analysis demonstrated that the court’s IT services change management activities have opportunities for improvement both in the process and for implementation of control mechanisms, which were suggested by the researchers.