It change management process improvement

The case study of a brazilian court

  • Eduardo da Silva Sousa UNB
  • Carlos Eduardo Machado Pires UNB
  • Simone Borges Simão Monteiro UNB
  • Ana Carla Bittencourt Reis UNB
DOI: https://doi.org/10.33911/singular-etg.v1i1.12
Palavras-chave: SERVICE MANAGEMENT, CHANGE MANAGEMENT, PROCESS IMPROVEMENT, QUALITY OF SERVICE, ITIL, ITSM

Resumo

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.

Biografia do Autor

Eduardo da Silva Sousa, UNB

He holds a degree in Computer Science from Universidade Católica de Brasília - UCB (2005), an MBA specialist in IT Governance from Universidade Católica de Brasília - UCB (2007), a specialist in IT Management at Belo Horizonte Metropolitan College - FMBH (2008), a specialist in Higher Education Teaching by Unyleya (2017). He is currently a student of a Master's Program in Applied Computing at the University of Brasília (UnB) and Security Manager/System Analyst at the Federal District and Territories Court - TJDFT, currently acting as Information Security Manager.

Carlos Eduardo Machado Pires, UNB

He holds a degree in Computer Science from Universidade Católica de Brasília (2006), holds a law degree from Universidade Católica de Brasília (2013), and a postgraduate degree in IT Governance from the University Center of Maranhão (2008). He is currently a Master's student in Applied Computing at the University of Brasília (UnB) and Geoprocessing Manager at the Environmental Company of the Federal District - CAESB. Has an interest in Data Science and Geographic Information Systems - GIS. He has experience in the area of Computer Science, with emphasis on Information Systems, working mainly in the following subjects: Project Management, Database and Corporate GIS.

Simone Borges Simão Monteiro, UNB

Has a degree in Chemical Engineering from the Federal University of Uberlândia (1995), a Master's Degree in Production Engineering (Management of Agroindustrial Systems) from the Federal University of São Carlos (1998), Specialization in Lean Production Systems at USP (2004) and a PhD in Engineering (Quality Management) by the Federal University of São Carlos (2006). She was a professor at the University of Franca (UNIFRAN) from 2000 to 2010. Now, she is Adjunct Professor III of the Department of Production Engineering at the University of Brasília (UnB) and Coordinator of Projects at CEFTRU - Interdisciplinary Center for Transportation Studies. She is a Professor and Researcher in Master of Applied Computing program at the Risk Management Research Line and has experience in the area of Production Engineering, with emphasis on Quality Control Assurance, Quality Management, Project Management and Process Improvement and Analysis.

Ana Carla Bittencourt Reis, UNB

Has a degree in Electrical Engineering from the Federal University of Pernambuco (2005), a master's degree (2007) and a PhD (2011) in Production Engineering from the Federal University of Pernambuco. Currently an Adjunct Professor in the Department of Production Engineering at the University of Brasília (UnB) and in the Master of Applied Computation program at the Risk Management Research Line. Has experience in the area of Production Engineering, with emphasis on Operational Research, working mainly on the following topics: Decision Models, Multicriteria Decision, Production Control and Production and Process Improvement

Publicado
2019-02-19
Edição
v. 1 n. 1 (2019): Singular. Engenharia, Tecnologia e Gestão
Seção
Artigos
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