APPLICATION OF ITIL 4 PRACTICES IN IT COMPANIES: EXPLORATORY CASE STUDY OF ADOPTED PRACTICES

Authors

  • Rennata Arruda Santos UNEMAT - Universidade do Estado de Mato Grosso
  • Dr. Janecler Foppa UNEMAT - Universidade do Estado de Mato Grosso

DOI:

https://doi.org/10.30681/rbegdr.v5i2.14066

Keywords:

ITIL 4, IT Service Management, Case Study

Abstract

The growing demand for IT services has led companies to adopt management frameworks such as ITIL 4. This study analyzed the application of ITIL 4 in the demand intake and delivery process of an IT services company, identifying challenges and proposing improvements. The workflow stages, implemented practices, and optimization actions were mapped. The research adopts an exploratory case study approach, using interviews and document analysis to understand the practical application of the framework. Results indicate that, even in its early stages, implementation contributed to process organization and service management improvement.

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Author Biographies

  • Rennata Arruda Santos, UNEMAT - Universidade do Estado de Mato Grosso

    Rennata Arruda Santos holds a Bachelor's degree in Information Systems from the State University of Mato Grosso (UNEMAT). She has experience in systems development, software architecture, and technical leadership, working as a Junior Tech Lead on projects involving Java, Spring Boot, Angular, and relational databases.

  • Dr. Janecler Foppa, UNEMAT - Universidade do Estado de Mato Grosso

    Janecler Foppa holds a PhD in Education Sciences, Knowledge and Social Inclusion from the University of Trás-os-Montes and Alto Douro – UTAD (Portugal), with her degree recognized by the Federal University of Minas Gerais (UFMG). She holds a Master’s degree in Administration with a research focus on Public Management from FEAD (MG) and has undergraduate degrees in Information Systems and in Cybersecurity and Defense Management. She is currently pursuing Bachelor’s degrees in Biological Sciences (UNINTER) and Nursing (UFMT). She has postgraduate specializations in areas such as Business Management, Higher Education Teaching, Public Accounting and Fiscal Responsibility, Tax Law, Computer Networks, Mental Health and Drugs, and Innovation in Medicines from Biodiversity. She works as a Tax Inspector for the Municipality of Sinop – MT and as a university professor in courses in Administration, Information Technology, Public Management, Computer Engineering, Agronomy, and Public Security at institutions such as UNEMAT, FASTECH, and ESFAP. She has experience in the areas of Information Technology, Administration, Public Management, Public Security, Mental Health, and Drug Policies, with strong social and volunteer engagement, including founding the Instituto Esperança Francisco de Assis and participating in projects and councils focused on inclusion, security, and drug abuse prevention.

References

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OTRS GROUP. Continuous Business Process Improvement Reduces Operational Risks - OTRS Group. Disponível em: https://corporate.otrs.com/continuous-business-process-improvement-reduces-operational-risks/. Acesso em: 25 ago. 2024.

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Published

2025-08-30

Issue

Vol. 5 No. 2 (2025): 5ª Edição

Section

Artigos

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How to Cite

APPLICATION OF ITIL 4 PRACTICES IN IT COMPANIES: EXPLORATORY CASE STUDY OF ADOPTED PRACTICES. (2025). Revista Brasileira De Estudos De Gestão E Desenvolvimento Regional, 5(2), 82-97. https://doi.org/10.30681/rbegdr.v5i2.14066