PIM_V_TI_Implantação

perfectly fit the scope of this work. It provides support for IT management and the board, the account tool with reporting and compliance with the proposed service levels. Keywords: Service Desk. OTRS. IT Governance. ITIL. Employees. LISTAGEM DE SIGLAS E ABREVIATURAS AI - Adquirir e Implementar ANS - Acordo de nível de serviço BPMN - Business Process Modeling Notation CCTA - Central Communications and Telecom Agency COBIT - Control Objectives for Information and related Technology CPI - Comissão Parlamentar de Inquérito CRM - Customer Relationship Management DS - Entregar e suportar EDP - Electronic Data Processing ERP - Enterprise Resource Planning FAQ - Frequently Asked Question GLPI - Gestion Libre de Parc Informatique GPL - Gnu General Public License HTTPS - Hyper Text Transfer Protocol Secure IBGC - Instituto Brasileiro de Governança Corporativa ICT - Information and communications technology IBM - International Business Machines ISACA - Information Systems Audit and Control Association ITGI - The IT Governance Institute ITIL - Information Technology Infrastructure Library ITSMF - The IT Service Management Forum KPI - Key Performance Indicator LDAP - Lightweight Directory Access Protocol LTDA - Limitada ME - Monitorar e avaliar OGC - Office of Government Commerce OTRS - Open-source Ticket Request System PDF - Portable Document Format PMBOK -…