The implementation of the electronic process in the Judiciary of Tocantins has made
the business dependent on Information Technology in order to satisfy its strategic objectives,
making Governance and Management of Information and Communication Technology of
great importance, and the implementation of information processes is essential. management
of IT services, aiming to reduce the interruption of IT services and the negative impact on the
organization's business. This work aimed to develop a framework for the management of IT
incidents and requests, aiming to improve the governance of information technology in the
Judiciary of Tocantins. In order to achieve the objectives of this research, the main norms of
the Brazilian Association of Technical Standards focused on the management of IT services
and the best IT Governance and Management practices were analyzed: COBIT and ITIL. As
tools that make up the framework, artifacts were elaborated that allowed to map, implement
and monitor the incident and requisition management process. In order to validate the
framework, a practical application was made through a case study focusing on the IT user
support area of the Court of Justice of Tocantins. As for the service management method
developed, it can be said that it proved to be efficient, since it was possible to map the
services provided, with their categories and definition of service levels, and to elaborate and
monitor the process of managing incidents and requests for services IT.
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