Otimização da gestão de incidentes em suporte AMS SAP: um estudo de caso sobre a implementação do ITIL V4

Abstract

This case study investigates the impacts of adopting ITIL V4 at Alpha, a company that provides services to a large client and was previously managed using a methodology similar to Waterfall. The research combines quantitative and qualitative approaches, combining structured interviews with consultants and analysis of historical data through dashboards. The results indicate that the implementation brought benefits such as standardization of processes, improvement in SLA monitoring and greater organization in the incident flow. However, challenges were identified, including initial resistance from the team, difficulties in categorizing calls and increased bureaucracy in some requests. Comparative analysis with historical data revealed a reduction in the resolution time of high-priority incidents and an increase in the SLA compliance rate. However, there is still a need for strategic adjustments, especially in communication between teams and customers. The study concludes that while ITIL V4 has the potential to streamline incident management and improve operational efficiency, its implementation requires ongoing planning, frequent training and alignment with stakeholders to maximize its benefits.