Avaliação dos impactos das práticas recomendadas pela metodologia ITIL nos projetos de tecnologia da informação: um estudo nas empresas de Salvador e Região Metropolitana

Abstract

This thesis evaluates if the ITIL (Information Technology Infrastructure Library) methodology recommended implementation practices for Information Technology (IT) projects are facilitating factors for the systems adjustment to the organization and it users, and also verifies how IT management occurs in the enterprises. The field research contained in this work is supported by a literature review on the following subjects: IT projects management; IT acquisition and implementation process; critical success factors of IT projects; the use of implementation methodologies, highlighting some international methodologies, ITIL in particular; and the IT impacts on the organization and its users. The empirical research was conducted by a survey in 50 (fifty) companies of Salvador Metropolitan Area that uses Information Technology products and services, and the questionnaires were submitted to CIOs and users of these companies. The obtained results were statistically analyzed through descriptive analyzes, associations and correlations between the variables: ITIL implementations practices and the impacts in organizations and its users; IT management and the impacts in organizations and its users. The data analysis emphasizes the importance of using some ITIL recommended practices on IT projects, and also the influence of some technology management factors on these projects adjustment to the organization and its users. The conclusion is that some ITIL recommended practices has major influence in implementations under organizations and its users points of view, and also proves that some IT management practices have positive influence in the success of IT projects implementation and users satisfaction with IT services.