Avaliação do gerenciamento de serviços de tecnologia da informação na saúde

Abstract

The increasing use of information technology (IT) causes dependence on the part of the organizations and creates a critical environment where services must be delivered with quality and in the agreed term. In order to evaluate the results of this management in a public health agency, the present study intends to answer the following problem: What is the perceived impact in a public health institution with the implementation of IT service management? We sought to evaluate the implementation of the framework in the institution and to analyze, through data collected through an information system, the impact on the health nucleus. As a result, it was noticed that the implementation of the system met the expected theoretical assumptions reflected in reduction of incidents combined with the increase in end-user satisfaction. During the period studied, it was also observed that preventive actions played a fundamental role in this scenario.