标题：AS PRÁTICAS DE GOVERNANÇA E GERENCIAMENTO DE SERVIÇOS DE TI COMO VETOR PARA A MELHORIA DO DESEMPENHO EMPRESARIAL: ESTUDO DE CASO EM UMA EMPRESA ATACADISTA
摘要：The Information Technology (IT) has played a key role in maintaining the levels of governance and the overall performance of organizations, with particular attention to the business performance. It is observed in recent years the growing in adoption and implementation of IT governance and service management best practices both in private or public companies, in order to meet two postulates: compliance and performance. This article aims to discuss general aspects involving such practices, describing the steps and the results of an action research conducted on a wholesale company. It also demonstrates that the successful management of IT services does not start with technology, but thru the ability of translating business requirements into information requirements and also as source for the definition and support to the organization strategies, in order to produce the expected outcomes in terms of availability and possibility of business operations continuity.
关键词：IT governance;IT service management;Corporate performance;IT best practices;Gobierno de TI;Gestión de servicios de TI;Rendimiento empresarial;Mejores prácticas de TI;Governança de TI;Gerenciamento de serviços de TI;Desempenho empresarial;Melhores práticas de TI
