Benefícios e desafios do gerenciamento de mudanças e incidentes – estudo de caso Sap Solman 7.1

Abstract

Information Technology is increasingly to move out from a secondary department inside the organizations and starts to assume a critical role in the success, with of great strategic value. The level of complexity the application systems reached today created a lot of challenges for IT (Information Technology) teams in terms of IT services management and systems application life cycle management. For this reason, we seek to use the IT Governance practices for a strategic alignment of IT and business. This work is a study of the benefits and challenges of two ITIL processes, Change Management and Incident Management applied through the SAP Solution Manager in large enterprises, with the objective to analyze the implementation and utilization steps of the processes. For that, a multiple study case was conducted with 4 companies, enabling to identify which the benefits expected by the companies with the implementation of software based on ITIL, also understanding if the benefits were achieved and what were the challenges faced during this process.