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The objective of this paper is to analyze if the existing knowledge on collective intelligence (CI) is incorporated in the ITSM (Information Technology Service Management) software of greater expression in the market and that support ITIL (Information Technology Infrastructure Library). Initially, the CI resources that could contribute to a better management with ITIL were identified in the literature. Then, we checked if there was evidence of use of such resources in the ITSM tools through a content analysis of the documentation available about such systems. Results show that the use of CI resources was not a priority. The focus was on ensuring that the processes promoted by ITIL were followed in the tools, demonstrating a little care of knowledge generation and management and may be losing a rich opportunity to involve their employees, suppliers and customers in building a better value proposition for their services.



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