InTeligent - Interoperable Telecommunications ITIL-compliant Services Management System

Abstract

Over time services became bound to technology resources, consequently a great need for IT service management (ITSM) appeared. With it, a set of industry best practices were gathered and complied into, what is known today as Information Technology Infrastructure Library (ITIL) and is highly adopted in today's industry. Implementing ITIL is not linear and becomes highly expensive to companies, since costs for hiring ITIL certi ed professionals or for ITIL certi cation of collaborators must be performed. Today, each enterprise designs and provides a vast set of services, some of which are ITSM Services, for a wide range os customers. This thesis proposes the development of potentially standardizable ITIL components interfaces, allowing companies to perform cost reductions by reusing them, bypassing the process of analysing and modelling ITIL practices, reducing time and overall costs of ITIL adoption. In order to allow companies have a proper method to manage their services, globally, we propose the development of a Service Portfolio Management System so that companies can manage their ITSM services metadata.