PERCEIVING THE BENEFITS AND DIFFICULTIES OF THE ADOPTION OF THE INFORMATION TECHNOLOGY SERVICE MANAGEMENT

The increase of the importance of the Information Technology has been demanding the adoption of efficient practices that can guide the managers to address their efforts for the service management and of the technology involved. In this context, the goal of this study is to show the benefits and difficulties involved in the adoption of IT service management, through the actors' perception involved in the process. Methodologically, this study is a survey, applied to 96 respondents. Techniques of descriptive statistics were used in the answers to the objective questions, while a content analysis was used in those subjects with open answers. The results show that don't exist still a clear vision about the benefits of the IT service management (ITSM), especially for those benefits that are little indefinite. We analyzed also the identified difficulties in the adoption and the factors that presented larger relevance as well as the necessary competences to the process. Aspects linked to the vision and inadequate postures, planning, organization and change, added to the motivation and the compromising of the teams are the more significant. The results show that the benefits perceived of the ITSM adoption is still superficial, and these commit in consequence the adoption of IT governance practices.