IT Service Management Using COBIT Enablers: The Case of Brazilian National Institute of Cancer

摘要

Due to increased demand for Technology Services in Brazilian Public Institutions, Information Technology (IT) planning activities are increasingly being used in organizations and IT services are maintained with goal differential in the market. The purpose of this article is to investigate how the ITIL implementation contributes to Brazilian National Institute of Cancer management model by using COBIT IT governance practices to measure organizational performance. For this, a qualitative field research was done, through interviews aimed at evaluating the perception of the subjects investigated on the research them. It was identified that the strategies converge when it comes to the initiative to improve administrative processes. The main conclusion is that ITIL and COBIT practices are equally relevant for improving the efficiency of governance cycle management in the institution under study.