Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-08-08T19:19:53Z No. of bitstreams: 1 Dissert Marcio Alessandro do Val.pdf: 13493525 bytes, checksum: 6749f6ae35ffbed571444390be464190 (MD5) / Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-08-31T14:06:13Z (GMT) No. of bitstreams: 1 Dissert Marcio Alessandro do Val.pdf: 13493525 bytes, checksum: 6749f6ae35ffbed571444390be464190 (MD5) / Made available in DSpace on 2017-08-31T14:06:13Z (GMT). No. of bitstreams: 1 Dissert Marcio Alessandro do Val.pdf: 13493525 bytes, checksum: 6749f6ae35ffbed571444390be464190 (MD5) Previous issue date: 2017-04-20 / O crescimento da importância da implementação da Governança de TI, ocorre devido ao aumento na agregação de valor ao negócio e evidencia-se no incremento do número de publicações acadêmicas sobre o tema, no esforço dos órgãos de controle da Administração Pública Federal na sua promoção e também no alinhamento com o planejamento estratégico da organização ou com a necessidade de garantir a aderência à legislação vigente. A simples aceitação da necessidade de adoção da Governança de TI, que fez com que fosse tratada como um mero produto a ser adquirido e implementado, pode levar ao entendimento de que estamos diante de uma commodity. A popularização dos frameworks de Governança de TI, em especial a ISO 38.500, o ITILv3 e o COBIT5, pode reforçar essa ideia. A partir desse ponto de vista, a proposta desse trabalho analisou, por meio do estudo de caso, se o modelo adotado pelo Colégio Pedro II para a implementação da Governança de TI está alinhado com o Guia de Governança de TI da SISP, voltado para a Administração Pública Federal, e se tal modelo não poderia se tornar uma commodity. Para alcançar esse objetivo, foram analisadas duas estruturas concorrentes: a de conformidade e a de apoio; além de três frameworks de Governança de TI. Também foi realizado um estudo de caso no Colégio Pedro II, preparado através da revisão literária e da utilização de um survey, visando fornecer subsídios para o planejamento e gestão dos escassos recursos de TI. Como contribuição foi mapeada a percepção das vantagens da implementação da governança de TI na administração pública e propostas recomendações para auxiliar na sua implementação de forma colaborativa. / The growth in the importance of the IT Governance implementing, occurs due to the increase in the value added to the business and is evidenced by the increase in the number of academic publications on the subject, in the effort of its promotion by the regulatory agencies of the federal government, is consequence of the increase in adding value to the business and is also noted in alignment with the strategic planning of the organization or in the need to ensure compliance with current legislation. Simply accepting the need to adopt IT Governance, which made it handle as a product to be purchased and implemented, may lead to understanding that we are facing a commodity. The growth in disclosure of IT governance frameworks, especially ISO 38,500, ITILv3 and COBIT5, may reinforce this idea. The purpose of this study is to analyze the model adopted by the Colégio Pedro II in IT governance implementation is aligned with IT Governance Guide of SISP, focused on Federal Public Administration, and if such a model could not become a commodity. For this reason, was analyzed two competing structures: compliance and support, and three IT Governance frameworks. It was also made a case study in the Colégio Pedro II, using literature review and a survey to provide inputs for the planning and management IT resources. As a contribution was mapped the perception of the advantages of the implementation of the IT governance in public administration and to make recommendations to assist its implementation in a collaborative way.

During the last decades the importance of IT has increased for businesses all over the world. It has transferred from only being used in administrative purposes to become more integrated to the core business. Due to the financial crisis in 2009 and increasing globalization, IT is facing the challenge of lower costs and increased efficiency. This requires IT-departments to embrace new strategies in order to fulfill these new tougher demands. Lean is a business development concept that aims to lower costs through more effective processes by removing all activities that does not create any value from the end customer’s perspective. Lean originates from Toyota’s Production System, TPS but is today used by healthcare providers, banks and IT-departments. This master thesis aims to develop a tool that can assess the opportunities for an IT-department to increase its efficiency through the use of Lean. This tool has been developed in cooperation with Niklas Larsson and is to be used by management and IT consulting company Connecta AB. To ensure that the tool is useful for the company four goals have been defined. They are that the tool should be reliable, should not require large amounts of resources, should be user friendly and identify areas that can be improvement through the implementation of Lean. The Lean IT Assessment Tool has been developed through interviews with consultants at Connecta, studies of literature and articles about Lean and Lean IT. The tool consists of three parts. The first part assesses the maturity of the IT-department from a Lean perspective. The second part is a questionnaire that aims to identify the employees’ attitude toward their work environment. The third is a value stream map, VSM, which aims to identify problems and bottlenecks in a specific IT-process. To ensure that the goals were met the tool was tested at a representative IT-department. The conclusions were that they were all reached and the continuation of the work is now left to Connecta AB.

The majority of all organizations are small and middle size companies in Lithuania. Information technologies are one of the most important parts of enterprise even if IT is not core business. It’s needed to support company’s information systems in order to achieve high effectiveness of IT. The goal of this work is to propose IT support recommendations orientated to small and middle size Lithuanian companies. The recommendations are based on ITIL, CobiT and quality management standard ISO 9001:2000. This work presents support stages and required software for collecting and storing needed information and monitoring the system’s performance. This software can perform described tasks with minimum consumption of resources. Proposed recommendations are not related to core business and organization’s IT. They can be applied by organizations with support they IT by themselves and by IT support outsourcing companies.

Magistro darbo objektas – EUROSAI Informacinių technologijų darbo grupės sukurta ir sėkmingai taikoma Informacinių technologijų savianalizės metodika. Darbo tikslas – pristatyti Informacinių technologijų savianalizės metodiką, kaip priemonę nustatyti Aukščiausių audito institucijų vykdomos veiklos santykį su informacinių technologijų teikiamomis galimybėmis, įvertinti informacinių technologijų brandą ir numatyti priemones jų brandos lygiui stiprinti ir įvertinti šią metodiką remiantis jos praktinio taikymo rezultatais. Pagrindiniai darbo uždaviniai: -apibrėžti informacinių technologijų strateginio valdymo sampratą ir jo svarbą Aukščiausių audito institucijų veikloje; -apžvelgti COBIT geros praktikos rinkinį, nes jo pagrindu EUROSAI Informacinių technologijų darbo grupė sukūrė Informacinių technologijų savianalizės metodiką. -supažindinti su Informacinių technologijų savianalizės metodikos raida, jos tikslais ir uždaviniais, reikalavimais, keliamais šiai metodikai; -detaliai aprašyti šios metodikos veiksmų eigą; -išsiaiškinti Informacinių technologijų savianalizės metodikos privalumus ir trūkumus, analizuojant Informacinių technologijų savianalizės seminarų, vykusių Aukščiausiose audito institucijose, rezultatus. Darbas yra aktualus, nes iki šiol valstybinėse įstaigose nėra pakankamų žinių apie informacinių technologijų valdymo procesų tobulinimo metodus. Dažnai informacinių technologijų plėtra yra atskirta nuo pagrindinių įstaigos veiklos procesų, todėl svarbu susieti IT ir... [toliau žr. visą tekstą] / The object of the thesis is the IT self-assessment methodology developed and successfully applied by the EUROSAI Information Technology Working Group. The aim of the thesis is to present IT self-assessment methodology as a means to identify the relationship between performance of the Supreme Audit Institutions and possibilities provided by the information technology; to assess maturity of information technology and to envisage measures for strengthening of maturity level; to assess this methodology on the basis of results of its practical application. The main goals of the thesis are the following: - To present conception of strategic management of information technologies and its importance to performance of the Supreme Audit Institutions; - To review set of the best practice of COBIT, because IT self-assessment methodology was developed by the EUROSAI Information Technology Working Group on the basis of it; - To introduce the development of IT self-assessment methodology, as well as its aims, goals, and requirements raised for IT self-assessment methodology; - To describe in detail action course of this methodology; - To explore advantages and weaknesses of the IT self-assessment methodology by analysing results of IT self-assessment seminars in various Supreme Audit Institutions. The thesis is relevant, because there is still no knowledge on development methods of IT management processes in public institutions. Often development of information technologies is separated... [to full text]

Las Tecnologías de Información son recursos críticos en el funcionamiento de una empresa de hoy, pero no es claro si su uso resulta estrictamente beneficioso para la organización. El presente trabajo tiene el objetivo general de contribuir a hacer más eficaz el desempeño de las empresas chilenas mediante el mejoramiento del manejo de sus Tecnologías de Información, para ello, se verá el rol que la aparición del concepto de Gobernabilidad TI, y todos los marcos de trabajo que esta implica, aporta a la concreción de ese objetivo. En particular, el presente trabajo tiene como resultado un nuevo proceso de implementación de un software que impulsa la aplicación de la Gobernabilidad TI en las empresas chilenas. Este software es desarrollado por la firma norteamericana Compuware representada en Chile por Mainsoft S.A. y su nombre es Changepoint. Para alcanzar el resultado, el autor realizó una investigación que cuenta con dos insumos principales: la observación participante durante un año en la operación de Mainsoft y las entrevistas en profundidad a los actores clave en la totalidad de los procesos de implementación de la herramienta en empresas chilenas. Estas empresas son protagonistas de la economía nacional en los diversos rubros en que funcionan. El nuevo proceso de implementación comprende el establecimiento de una plantilla de “Carta Gantt” que refleja las principales tareas que deben existir en la planificación de un proyecto de implementación de esta índole y un flujo de trabajo que indica como el proyecto debe avanzar a medida que se concluye cada tarea. Además, presenta dos contribuciones principales: • Se encuentra alineado con la teoría sobre administración del cambio organizacional, facilitando la adopción de la herramienta. • Permite su implementación en la misma herramienta, asegurando su funcionamiento según mejores prácticas a partir de la teoría de la Gobernabilidad TI.

Publicación a texto completo no autorizada por el autor / Describe el proyecto de implementación de una infraestructura virtual para el incremento de la capacidad de procesamiento en el área de aseguramiento de ventas de Tgestiona. Este proyecto tuvo como objetivo principal resolver la necesidad de incremento de infraestructura tecnológica para el aumento de procesamiento de altas y bajas de servicios de Telefónica en un 67%, dicha necesidad debe evaluarse e implementarse en tiempos reducidos. Para ello el proyecto se basó en las buenas prácticas del marco de trabajo COBIT 5. Los objetivos que se plantearon y alcanzaron fueron la reducción de los costos por implementación de infraestructura, el incremento de productividad y las mejoras en el monitoreo de los procesos automatizados. / Trabajo de suficiencia profesional

Submitted by Haroudo Xavier Filho (haroudo.xavierfo@ufpe.br) on 2016-03-11T16:15:42Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DissertacaoBiblioteca.pdf: 3260429 bytes, checksum: c2a8b441a348f650e6ba01cfc733c5c9 (MD5) / Made available in DSpace on 2016-03-11T16:15:42Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DissertacaoBiblioteca.pdf: 3260429 bytes, checksum: c2a8b441a348f650e6ba01cfc733c5c9 (MD5) Previous issue date: 2015-08-06 / Governança de TIC no setor público é uma estrutura de iniciativas e processos que visa gerir o controle de toda instituição, com o objetivo de agregar valor ao negócio, equilibrando os riscos e o retorno dos investimentos em TIC. Mas é perceptível que essa adoção ainda é um desafio em Instituições Federais de Ensino, de acordo com os órgãos de controle externo da Administração Pública Federal. Para que se consiga atingir o mínimo de exigência de Governança de TIC, é importante o desenvolvimento de mecanismos que auxiliem sua implantação. O objetivo desta dissertação é desenvolver uma proposta de implantação de Governança de TIC alinhada aos mecanismos que impulsionam a Governança Pública, e que visa impulsionar e facilitar as instituições no amadurecimento de ideias, e na execução de ações para o alcance de um nível mais elevado de maturidade em TIC. Serão considerados, neste contexto, os aspectos que envolvem o setor público, abordando práticas, técnicas e modelos de referência, direcionando a instituição desde a implantação da governança corporativa até a gestão dos serviços, conseguindo assim com a sua realização, obter resultados satisfatórios em um curto ou médio prazo. / ICT governance in the public sector is a framework of initiatives and processes aimed at managing the control of every institution with the goal of delivering business value, through balancing the risk and return on investment in ICT. However, according to external control agencies of the Federal Public Administration, the adoption of ICT governance is still a challenge in Teaching Federal Institutions. In order to achieve the minimum requirement for ICT Governance it is important to develop mechanisms to support its implementation. The objective this master thesis is creation of a proposal for deployment of ICT governance aligned the mechanisms that driving and assist the institutions in the process of maturing ideas, and making easier the execution of actions to achieve a higher level of maturity in ICT governance. Will be considered in the context, the aspects that involving the Public Sector, addressing pratices, technics and reference models, should be directed from the implementation of corporate governance to management of services, thereby achieving satisfactory results in a short to medium term.

Made available in DSpace on 2014-06-12T15:57:21Z (GMT). No. of bitstreams: 2 arquivo3184_1.pdf: 2104394 bytes, checksum: c7d0a6b6a79686236bcf1f2c5089d46f (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) Previous issue date: 2009 / Muitas empresas buscam por meio de uma forte governança da Tecnologia da Informação (TI) obter vantagens competitivas que as coloquem à frente de seus concorrentes, contudo esta governança não é uma atividade trivial e facilmente mensurável quanto aos seus reais benefícios para a empresa. Desta forma, para auxiliar nesta função, modelos de governança de TI são usados para alcançar a governança corporativa através de um maior alinhamento entre os processos das empresas e a sua TI disponível. Com o objetivo de dar mais simplicidade e dinamismo à governança de TI, esta dissertação analisa alguns importantes trabalhos relacionados e propõe o uso do framework Control Objectives for Information and Related Technology (CobiT) aliado às métricas de desempenho propiciadas pela metodologia de Balanced Scorecard (BSC). Para isto, é especificado o guia BSC-COBIT que, de forma simples, visa promover o alinhamento estratégico da TI com as demais áreas da empresa. Além disso, o guia BSC-COBIT mostra como uma ferramenta de BSC pode ser instanciada a partir das diretrizes e indicadores do CobiT. Além do guia BSCCOBIT, este trabalho apresenta a ferramenta Balanced Scorecard Toolkit (BTK) como parte de sua contribuição. Para validação deste trabalho foi realizado um estudo de caso com uma editora internacional de livros religiosos

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The purpose of the thesis is to conduct a case study for investigating change and release management at Catella Bank, within the context of IT Service Management (ITSM), by measuring and to provide suggestions for improvements. Incident and operations management is included to enhance the understanding of the historical performance at Catella. The case study is set out to answer the following research questions: 1. “How does a transition in change management structure impact the performance of successfully delivering both changes and releases of IT services at a financial institution?” 2. “What are the causes of delays in the delivering changes and releases?” 3. “How does stakeholder involvement alter the performance of implementing a successful change and release?” 4. “How do Information Technology, and the corresponding departments manage and control necessary changes and releases of software at present?” Research methodology utilized in the thesis includes both qualitative and quantitative research, including interviews, participation in meetings and empirical investigation of internal material at Catella. The result from the research has provided a significant collection of issues, as well as suggested solutions for Catella to take to improve organizational maturity in enhancing the capabilities in performing work related to the four managerial disciplines within ITSM. The research culminated in the creation of the CHARM (CHange And Release Management) model, which consists of integrating change and release management into project management, split between three different components for the three organizational levels. The author has created the following components: Strategy matrix, a governance model, and a process model.