Governança de tecnologia da informação: gestão de serviços com o uso de software livre

Abstract

An information technology department in an educational institution, public company, or any other organization, including a private one, has a fundamental role in ensuring that the Institutional Development Plan is fulfilled in accordance with the established goals. To this end, it is crucial that the planning of information technology has its processes aligned with the global processes of the organization. The governance of information technology with all its management processes is necessary for this area to maintain its strategic alignment, providing support and enabling the achievement of the institution's objectives. The appropriate management tools in free software, in addition to reducing the necessary investments in software, enable the development of new functionalities according to the local needs of the organization, as well as the dissemination of these functionalities to other organizations and / or people with the same needs, providing, also, the local technological development. Due to the characteristics of development, distribution and philosophy of freedom of free software, in which technology is developed and shared by the community, providing autonomy and independence, its association with social technology is also made. Thus, the present work addresses the use of GPLI, which is an open source tool in Service Management, by the information technology area in a Federal Educational Institution, making the relationship between governance and free software with the field of Science, Technology and Society. The objective is to bring up and analyze the applied information technology governance guidelines and the use of free tools. Thus, providing better strategic alignment, efficiency, satisfaction of users of information technology services and the guarantee of their availability, which adds value to the institution and propitiates the improvement of services provided to society. To achieve this goal, the research started from a bibliographic review on Information Technology Governance and free software, with a focus on GLPI. Seeking to cooperate to fill the gap on the topic of study, a research was carried out with an exploratory-descriptive objective, qualitative-quantitative approach, with field research procedures and a case study. The data were obtained through the application of a questionnaire, the unit being the case of the Federal Institute of São Paulo. The following method of analysis was applied: content analysis, comparative analysis between the theoretical assumptions and the results obtained and, finally, a descriptive analysis. As a result of this research, it was observed that Governance brings the proposal of transparency in the use of technologies, human resources and actions performed in society, by society and for society. Governance, when applied in public administration, is essential for social and technological transformation due to the transparency that its guidelines provide. It is concluded that the results achieved can contribute to expand knowledge about the application of information technology governance practices and the use of free software in the referred institution and other related institutions, and thus contribute the improvement of services provided to the population.