Medeiros Júnior, Josué Vitor deDamasceno, Alexandre Luiz Galvão2021-05-112021-10-132021-05-112021-10-132019DAMASCENO, Alexandre Luiz Galvão. Adoção da gestão de problemas e incidentes do ITIL: na Diretoria de Informática do Tribunal de Contas do Estado do Rio Grande do Norte. 2019. 47 f. Trabalho de Conclusão de Curso (Especialização em Tecnologia da Informação) - Instituto Metrópole Digital, Universidade Federal do Rio Grande do Norte, Natal, 2019.https://repositorio.ufrn.br/handle/123456789/44502This work presents the steps for the development of a new process to solve the demands directed to the Information Technology (IT ) sector of the Court of Audit of Rio Grande do Norte, using the good practices of the ITIL framework. This process aims to standardize the attendance of incidents and problems of the information systems maintained by the Court IT Sector. It was put into operation, allowing the storage of information needed for its improvement, providing a catalog of IT Services and Systems for the TCE-RN and serving as a basis for the production of new processes for the services provided by the IT Sector.Serviços de TIITILProcessos de atendimento a incidentes e problemasIT servicesIncident and Problem Solving ProcessespostGraduateThesis