Structured Event Monitoring and Management Model with ITIL 4: Application and Maturity Diagnosis in a Municipal Public Agency

The modernization of public management poses significant challenges to Information and Communication Technology (ICT) governance, requiring more effective responses to the increasing complexity of digital services. This article presents a structured Event Monitoring and Management (EMM) model, based on ITIL 4 practices, developed specifically for application within municipal public administration. The model is represented using BPMN notation, organizing the flows of event detection, classification, and handling in a standardized and traceable manner. The adopted methodology follows the principles of Design Science Research (DSR), encompassing the artifact’s design. The demonstration and empirical evaluation of the model will be carried out in subsequent studies already outlined within this research agenda. To diagnose the institutional scenario, a Diagnostic Assessment Questionnaire (QDA), based on the maturity model (GAIA), was applied. The results indicated Level 1 maturity, characterized by a predominance of informal practices and reactive actions. The proposal contributes to the structuring of EMM processes in a public agency, offering a documented and replicable approach that can guide improvements in ICT governance.