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Information Systems Management: Good Practices Case Application
Abstract
This document describes an implementation based on information technology infrastructure library (ITIL) methodology carried out in a private organization. This case study that will be presented below is unique in the fact that it deals with processes with profound transformation of the company where it was developed, namely in terms of changes that took place in different time spaces and in different organizational contexts and in the economic and social environment. All the work developed and presented consists of implementing the ITIL methodology in the information systems department, with a focus essentially on the domain of infrastructures, particularly in the service desk area.
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