This paper presents a practical model for monitoring ICT infrastructure capacity and performance in municipal governments, based on ITIL 4 principles. While ITIL is widely recognized in private organizations, its structured application in city halls, especially for capacity and performance management, remains underexplored. The proposed workflow model was developed and tailored to the specific needs and maturity level of a medium-sized Brazilian city with over 120,000 residents. It integrates open-source tools (Zabbix, GLPi, LogAnalyzer) to support data-driven decision-making, resource optimization, and service continuity. Designed to align ICT management with strategic public administration goals, the model aims to enhance governance, improve responsiveness, and support the modernization of digital public services. This work addresses a gap in the literature and offers a replicable framework for other public entities seeking to strengthen their ICT service management practices.

Nowadays society has transformed performancerelated issues into situations that are merely focused on goals and competitiveness, which generates, in IT professionals, the feeling of being under constant pressure due to the need for immediate delivery of results.For this reason, Human Performance Management has become an increasingly essential process inside organizations, through which it is possible to improve, among other things, efficiency, productivity and satisfaction of employees.Its benefits are even more evident in areas such as Information Technology (IT), where evolution, complexity and uncertainty are ever-present factors.Based on this scenario, this study proposes a performance management model for IT professionals, linked to the philosophical current of Humanism and addressing aspects such as equality, respect, participation, competency and personal development.Thus, this research intends to have a positive effect on IT performance (individual/team/organizational), humanizing the relationship between IT employees and their organizations.