Banca de QUALIFICAÇÃO: CICERO FERREIRA DE FRANCA NETO

Uma banca de QUALIFICAÇÃO de MESTRADO foi cadastrada pelo programa.
STUDENT : CICERO FERREIRA DE FRANCA NETO
DATE: 10/12/2025
TIME: 09:00
LOCAL: remoto
TITLE:

Implementation of an IT Service Center in a Decentralized Management Environment at a Public University

KEY WORDS:

IT Governance, ITIL, Public Institution, Decentralized Management, IT Service Center.

PAGES: 69
BIG AREA: Ciências Exatas e da Terra
AREA: Ciência da Computação
SUMMARY:

The management of IT services in decentralized public universities presents significant challenges related to integration, standardization, and strategic alignment. This study aims to propose a set of institutional artifacts essential for structuring an IT Service Center at the Federal University of Rio Grande do Norte (UFRN), including documents for incident management, service request handling, a service catalog, and a knowledge base.
The methodology is qualitative, based on a systematic literature review, documentary analysis, and structured evaluation using four complementary techniques: SWOT Analysis, Failure Mode and Effects Analysis (FMEA), AS-IS / TO-BE process analysis, and Weighted Multicriteria Evaluation. These techniques allow the proposed artifacts to be assessed from strategic, technical, and practical perspectives, even without immediate implementation.
The expected results aim to provide concrete support for the standardization and improvement of IT services at UFRN and to serve as a methodological reference for other public institutions with decentralized structures

 

COMMITTEE MEMBERS:
Presidente - 3139050 - ROGER KREUTZ IMMICH
Interno - 1669545 - DANIEL SABINO AMORIM DE ARAUJO
Externo ao Programa - 1525670 - MARCOS CESAR MADRUGA ALVES PINHEIRO - UFRNExterno à Instituição - ADENAUER CORREA YAMIM