The change management as a way to improve information techonology service quality

This report deals with how information technology change management can help to increase the quality of services. Due to high rates of changes that occur for a company to adapt to market needs, it is necessary to carry out the management of these changes based on a framework that supports and delivers services with quality. In this sense the present study aims to explain how the change management helps in improving the quality of ITnology services. Based on qualitative research and making the use of action research as a method, a company in the financial sector was used as the object of studies and validated that the incidences decreased and that the five dimensions of service quality, proposed in the SERVQUAL were hit: tangibility, reliability, responsiveness, credibility and empathy. Giving thus validate the proposition presented and confirming that the change management helps in improving the quality of services.