Proactive approach as incidents reductor in IT: a case study in a statal organization of research and development

Abstract

Information Technology — IT is relevant to the effectiveness of organizations, since aligned to business needs. This paper proposes a proactive process, in line with the library of IT best practices (ITIL), to reduce the incidents of IT in a federal institute of technological research and development. The case study made use of IT service incidents records reported by organization users. The data were analyzed quantitatively and qualitatively, using quality tools. It was possible to identify the incidents root causes, which are consistent with the Pareto 80/20 ratio. The results show that the development of proactive actions can contribute to increased effectiveness in the use of resources allocated to incidents support. This may contribute to align IT to the organization and to support business growth.