Evaluation of the implementation of an ITIL v3-based Service Desk system - a case study in a public agency

Abstract

This work aims to evaluate the deployment of a Service Desk tool for IT service management in a public organization, aligning with its strategic objectives, daily operations, organizational needs, and the ITIL v3 infrastructure library. IT services are crucial for organizational activities, with management applications being integral for client access to these services. In the public sector, the increasing demand for quality service delivery emphasizes the importance of effective IT management applications to adapt to constant IT changes. The study identifies the lack of proper IT service management or flawed management as a source of service availability issues, resource overallocation, and negative impacts on IT's reputation. It focuses on the Ministry "A" scenario, highlighting the necessity for an effective IT Service Management tool, OTRS, based on Incident Management processes to improve the IT Governance Index (iGovTI). This End Graduation Work seeks to assess the implementation process of OTRS and its potential to enhance IT Service Management governance.