As atuais pesquisas em gerência de mudança em um ambiente de TI (Tecnologia de Informação) têm explorado diferentes aspectos desta nova disciplina, porém normalmente assumindo que as mudanças expressas em documentos de Requisição de Mudanças (RFC – Request for Change) são sempre executadas com sucesso sobre uma determinada infraestrutura de TI. Esse cenário, muitas vezes, pode não refletir a realidade em sistemas de TI, pois falhas durante a execução de mudanças podem ocorrer e não devem ser simplesmente ignoradas. Para abordar esta questão, esta dissertação propõe uma solução onde atividades em um plano de mudança podem ser agrupadas, formando grupos atômicos. Esses grupos são atômicos no sentido de que quando uma atividade falha, todas as outras atividades já executadas do mesmo grupo precisam retroceder para o último estado consistente. Automatizar o processo de rollback em mudanças pode ser especialmente conveniente no sentido de que não seja necessário um operador humano desfazer manualmente as atividades que falharam de um determinado grupo atômico. Para avaliar a solução proposta e a sua viabilidade técnica foi implementado um protótipo que, usando elementos da linguagem BPEL (Business Process Execution Language), torna-se possível definir como sistemas de gerenciamento de mudanças em TI devem se comportar para capturar e identificar falhas. Os resultados mostram que a solução proposta não somente gera planos completos e corretos com base em marcações de atomicidade, mas também que a geração dos planos de rollback interfere minimamente no processo de agendamento de mudanças. / The current research on IT change management has been investigating several aspects of this new discipline, but they are usually carried out assuming that changes expressed in Requests for Change (RFC) documents will be successfully executed over the managed IT infrastructure. This assumption, however, is not realistic in actual IT systems because failures during the execution of changes do happen and cannot be ignored. In order to address this issue, we propose a solution where tightly-related change activities are grouped together forming atomic groups of activities. These groups are atomic in the sense that if one activity fails, all other already executed activities of the same group must rollback to move the system backwards to the previous consistent state. The automation of change rollback is especially convenient because it relieves the IT human operator of manually undoing the activities of a change group that has failed. To prove concept and technical feasibility of our proposed solution, we have implemented a prototype system that, using elements of the Business Process Execution Language (BPEL), is able to control how atomic groups of activities must be handled in IT change management systems. Results showed that the rollback solution not only generates complete and correct plans given a set of atomicity marks, but also that the rollback plan generation minimally interferes in the change scheduling process.

Implementing a performance management system is a change process that requires that readiness for change is established as a pre-requisite. This study reports on the relationship between readiness for change and the implementation of a performance management system; that is the extent to which readiness for change influences the implementation of a performance management system. The study was conducted in an engineering support services private sector organisation with a footprint across South Africa. A random sample was drawn from the target population. A multiple regression analysis was subsequently conducted. The findings of this study reflect that readiness for change influences the implementation of a performance management system. Also, reflected in the findings is that the factors of readiness for change influence the implementation of a performance management system, namely business unit climate; job/task requirements; motivation to change; the personal impact of change; the emotional impact of change and change processes. In addition, the findings reflect that there is a statistically significant difference in readiness for change by tenure and by business unit. / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

Introduction The implementation or transfer of production systems from the developing organisation to the receiving can induce difficulties, however a connection between achieving readiness of the receiver within the context of PSD has not been investigated previously. The aim of this thesis is thus to examine PSD in a core plant environment, focusing on the transfer activity and readiness for change. The following research questions were asked: How can assessing readiness potentially benefit a PSD project? How can preparation for transfer ensure readiness of the receiving organisation? Methodology A case study was performed and a company was selected due to a recently performed PSD project where the company went from a tradition line-based production to digitalised cells. The thesis is within the COPE research project; thus, some emphasis is on the global aspect. This exploratory and descriptive research study both examines and describes the studied phenomenon. The case study approach enabled the identification of organisational and human factors within the PSD project. Data collection contained interviews and a literature review was performed. Theoretical Framework A literature review was performed which provides insights regarding a general approach to a PSD process. Furthermore, core plant role and the strategic position within the network are described. Other investigated areas are within transfer of; processes, production and knowledge as well as prerequisites for those activities. Maturity assessment models are also introduced to provide an insight on assessing an organisations current state and to establish improvement strategies. An overview of competences which are required in an Industry 4.0 context are presented. Individual and organisational effect on change are presented as well as how change can be combated. Empirical Findings The empirical findings provide an overlook of the current manner in which PSD projects are executed, foremost by investigating a recent PSD project. The investigated aspects were more concretely regarding the need for a readiness assessment, and readiness to transfer a PSD project from the developing to the receiving organisation. Motivation to change and change management were also identified. Lastly, replicability within the core plant context were examined. Analysis and Discussion Possible benefits of a readiness assessment are identified, which are creation of a holistic view, alignment of vision, standardisation need and communication among other things. Participation and assignment of responsibility are also identified as lacking within the case company which is an essential asset within a PSD project. Lastly a framework is developed which can possibly guide the PSD process in achieving readiness for change. Conclusions and Recommendations Multiple benefits of a readiness assessment are identified which emphasises the human and organisational aspects of a change implied by a PSD project. The technical focus identified in the case company can be combated by acknowledging soft variables and skills and by understanding the decisions behind solutions. A framework is developed for Readiness Assessment with a focus on contesting the lack of responsibility and a “we against them” attitude. The mission of the framework is to create alignment and collaboration. / COPE / XPRES

Precis som den privata sektorn är den kommunala sektorn i ständig förändring och utveckling för att möta invånarnas och brukarnas förväntan. Det saknas forskning kring den generelle uppfattningen och attityden bland de anställda i kommunen till de förändringsmodeller som finns inom dagens offentliga verksamhet idag. Denna kvalitativa uppsats studerar några olika infallsvinklar i en kommun kring arbetat med förändringsprocesser. Dessa infallsvinklar är kommunens generella uppfattning kring förändring, medarbetarens betydelse i förändringen, digitalisering samt motivation. Uppsatsen bygger på sju stycken djupintervjuer och fyra stycken styrdokument som finns inom en kommun i Sverige. Styrdokumenten handlar om medarbetarskap, ledarskap, digitalisering och förändringsprocesser. Det denna uppsats tenderar att påvisa är att det finns en generellt god inställning och attityd att arbeta med olika förändringsmodeller som är lämplig för offentlig verksamhet. Att det finns en möjlighet för kommuner att arbeta med liknande förändringsmodeller som den privata marknaden använder sig utav men att det dock måste ske en anpassning för att matcha en organisation som är styrd av politiker, budgetar och lagar. Det denna uppsats också tenderar att påvisa är att det finns ett intresse från medarbetarnas håll att arbeta med förändring. Uppsatsen tenderar att visa att även fast ledningen kanske är allt för intresserad att arbeta med förändring så kan medarbetare vara de. Att arbeta med digitalisering är en framtida nyckel även för kommuner för att möta brukarnas framtida krav. Att det är viktigt för kommuner att fortsätta sitt arbeta med e-government. När det kommer till motivation så tenderar uppsatsen att påvisa att det är möjligt för en kommun att arbeta med yttre motivation och att det finns ett intresse från ledningens sida att arbeta med det. Däremot att det precis som tidigare forskning kring yttre motivation visar sig vara svårt att få det att fungera i praktiken och att medarbetarna upplever det som demotiverande istället. / Just like the private sector the public sector is in constant change to develop and adapt to the higher needs that the people and the citizen have. There is a gap of research about the general perception and attitude of the employees in the public sector to the change models that is in use in the public sector. This qualitative report studies a number of different angles in the public sector about working with change. These approaches are the general view of the municipality about change, the employee's significance in the change, digitization and motivation. The report is based on seven deep interviews and four control documents. The control documents are about employee leadership, leadership, digitization and change processes. What this report tends to show is that there is a generally good attitude to work with change models that are appropriate for the public sector. There is possible for the public sector to work with similar models of change that the private market uses, but that there must be an adaptation to match an organization that are controlled by politicians, budgets and laws. What this report also tends to show is that there is an interest from employees' to work with change. The report tends to show that even a lack of interest from the leaders to work whit change, it is possibly that the employees still are interested to work whit change to make a better job against the customers. Working with digitization is a future key for the public sector to meet the citizens future demands. That it is important to continue their work with e-government. When it comes to motivation, the report tends to demonstrate that it is possible for public sectors to work with external motivation and that there is an interest from management to do so. On the other hand, like previous research on external motivation, it appears to be difficult to make it work in practice, and from an employee’s perspective it as demotivating instead.

O planejamento de mudanças é um elemento-chave para a gerência e a operação de infraestruturas de redes e serviços. Ele compreende desde a especificação, em alto nível, de requisições e planos preliminares de mudança (por um operador da mudança) até a geração, possivelmente automatizada, de planos detalhados que, se executados, concretizarão as mudanças solicitadas (por exemplo, alteração da configuração de dispositivos de rede e implantação de novos serviços). Por limitação das soluções de refinamento existentes, um problema fundamental é que, embora corretos, tais planos de mudança podem não necessariamente estar alinhados com os propósitos definidos em nível de negócio (ex: minimização do tempo de indisponibilidade de um dado serviço). Outro problema encontrado no planejamento de mudanças de TI é a ausência de modelos e algoritmos para realizar a especificação adequada da associação de humanos a tarefas. A correta especificação pode impactar em resultados mais otimizados (menor custo de execução) e com maior qualidade (conformidade com as habilidades/experiências, requeridas pelas atividades, e adquiridas pelos recursos humanos). Para abordar estes problemas, nesta dissertação propõe-se uma solução para alinhar o planejamento de mudanças em infraestruturas de TI a objetivos/restrições de negócio, utilizando estratégias inovadoras de alocação de humanos a atividades. A solução proposta é avaliada experimentalmente por meio da implementação prototípica de um sistema de suporte à decisão denominado CHANGEADVISOR, o qual auxilia os gerentes de TI a entender o "compromisso" entre planos de mudança alternativos e a efetuar escolhas mais adequadas aos propósitos de negócio. / Change planning represents a key element for the operation and management of Information Technology infrastructures and services. Its scope ranges from the high level design of change requests and change plans (by an operator) to the generation, possibly automated, of detailed plans that, if executed, will perform the requested changes (e.g., modification of network device settings and deployment of new services). A fundamental problem - considering the limitations of existing refinement solutions - is that, although correct, these refined change plans can not necessarily be aligned with the purposes defined in the business level (eg, minimizing the downtime of a particular service). Another problem encountered in the IT change planning is the absence of models and algorithms to achieve the correct association of human to tasks. These correct association can impact in results more optimized (lower cost of deployment) and with higher quality (according to the skills/experience required for the activities and acquired by human resources). To overcome this problem, in this thesis we propose a solution for the alignment of change plans with business objectives/constraints using novel strategies for the human assignments to activities. The proposed solution is experimentally evaluated through a prototypical implementation of a decision support system called CHANGEADVISOR, which helps IT managers to understand the trade-offs between alternative change designs and to choose change plans more aligned to the business purposes.

Produtos e serviços oferecidos pelas organizações modernas são geralmente projetados, implantados e mantidos por meio de infraestruturas de Tecnologia da Informação (TI) de grande escala. Além de obter o melhor desempenho dos produtos e serviços oferecidos, é essencial que essas organizações façam uso de práticas adequadas para o gerenciamento dos recursos que compõem as tais infraestruturas. Para esse m, foram propostos recentemente alguns padrões e bibliotecas de melhores práticas para o gerenciamento de infraestruturas e serviços de TI. Entre as mais amplamente aceitas, tanto da academia quanto na indústria, vale destacar o Information Technology Infrastructure Library (ITIL). Um ponto comum na maioria desses padrões e bibliotecas é a preocupação explícita com os riscos relacionados as atividades de TI. Lidar proativamente com eventos adversos e favoráveis que possam surgir durante as operações cotidianas pode evitar, por exemplo: atrasos na a implantação de serviços, extrapolação no custo de atividades, falhas previsíveis nos recursos manipulados, e consequentemente, desperdício de dinheiro. Apesar da sua importância, o gerenciamento de riscos em ambientes de TI, na prática, geralmente sofre pela falta de automação e padronização. Habitualmente, tal gerenciamento é realizado pelos participantes das atividades em entrevistas e brainstorms, o que geralmente acaba consumindo tempo/recursos de forma excessiva e sendo muito impreciso para guiar a tomada de decisão. Portanto, nesta dissertação, um framework para dar suporte a automação de algumas fases cruciais do gerenciamento de riscos é proposto com o objetivo de tornar tal gerenciamento mais simples, rápido e preciso. O framework proposto é direcionado para sistemas de gerenciamento baseados em work flow. A ideia básica é aprender a partir de problemas relatados em work flows executados no passado, além de estimar os riscos para execuções futuras. Além disso, são propostos relatórios de risco compreensivos e interativos com o objetivo de facilitar a análise dos mesmos pelos humanos envolvidos. O framework proposto teve sua aplicabilidade avaliada em dois estudos de caso em áreas relacionadas à TI, a saber: Gerenciamento de Mudanças e Gerenciamento de Projetos de TI. Os resultados demonstram como o framework pode ser útil não apenas para acelerar o processo de estimativa de riscos, mas também para auxiliar a tomada de decisão dos gerentes de projetos e operadores de TI, ao organizar as informações relacionadas aos riscos de forma detalhada e ao mesmo tempo compreensiva. Além disso, a abordagem modular empregada na concepção do framework proposto permite que este seja genérico o su ciente para ser utilizado em diferentes contextos (mudanças e projetos) e, ainda assim, personalizável para se adaptar às exigências mais específicas de cada contexto. / Products and services provided by modern organizations are usually designed, deployed, and supported by large-scale Information Technology (IT) infrastructures. In order to obtain the best performance out of provided products and services, it is essential that these organizations enforce rational practices for the management of resources that compose their infrastructures. For this purpose, in recent years a few standards and libraries of best practices for IT infrastructures and services management have been proposed. Among the most widely accepted proposals, in both academy and industry, is worth mentioning the Information Technology Infrastructure Library (ITIL). A common point in most of those standards and libraries is the explicit concern with the risks related to IT activities. Proactively dealing with adverse and favorable events that may arise during everyday operations might prevent, for example: delay on deployment of services, cost overrun in activities, predictable failures of handled resources, and, consequently waste of money. Although important, risk management in practice usually lacks in automation and standardization in IT environments. Generally, it is performed by stakeholders in interviews and brainstorms, which may be a very time/resource-consuming task and sometimes too imprecise to guide risk related decisions. Therefore, in this dissertation, a framework to support the automation of some key phases of risk management is proposed, aiming to make it simpler, faster, and more accurate. The proposed framework is targeted to work ow-based IT management systems. The main approach is to learn from problems reported in the history of previously conducted work ows in order to estimate risks for future executions. Furthermore, comprehensive and interactive risk reports are proposed aiming to ease the analysis of assessed risks by involved humans. The proposed framework had its applicability evaluated in two case studies both in IT related areas, namely: IT Change Management and IT Project Management. The results show how the framework is not only useful to speed up the risk assessment process, but also to assist the decision making of project managers and IT operators by organizing risk detailed information in a comprehensive way. In addition, the modular approach employed in the design of the proposed framework allows it to be generic enough to t in di erent contexts (changes and projects) and still customizable to adapt to more speci c requirements.

ABSTRACT BEST PRACTICES IN LEADING ORGANIZATIONAL CHANGE IN THE LOCAL CHURCH: A MULTI-CASE STUDY Juan Carlos Martinez Robleto, Ed.D. The Southern Baptist Theological Seminary, 2015 Chair: Shane W. Parker, Ph.D. The current study was designed to identify embedded best practices for leading organizational change in the local church ministering in an urban context. The study also sought to determine whether it was possible for the leadership in the local church to lead their congregations through successful organizational change and meaningful culture engagement without forsaking biblical and theological orthodoxy. The study validates the majority of best practices identified through the literature review and it also encountered distinctive best practices common to all three participating sites that are unique to the ministry contexts of the local church. These five distinctive best practices are: allowing doctrine and theology to inform practice, discipleship, preaching, adaptation and flexibility, and internal cultural change through transformational leadership. Chapter 1 introduces the research problem and the purpose of the research study. Chapter 2 reviews extensively the precedent literature on the subject of organizational change. This chapter emphasizes the church’s role as an organizational system and provides essential information on the area of leadership. It also focuses on John Kotter’s 8-Stage Process for leading organizational change and The Transformational Journey Method proposed by Jim Harrington, Mike Bonem, and James H. Furr. Chapter 3 provides a detailed explanation of the research methodology of the entire research study while describing the roles of the case study and content analysis approaches. Chapter 4 provides a profound and detailed analysis of the findings, and chapter 5 offers some concluding thoughts regarding the study’s contribution to the literature base as well as considerations for future research.

Change is a timeless phenomenon that takes place in organizations daily. Research shows that middle managers are often perceived as opponents of organizational change. On the other hand, research also shows that their role is very important for implementing change. This qualitative study examines the potential challenges that may arise during the implementation of change. The study also aims to highlight the individual’s experience of the middle manager’s role during a change created by the upper line. Our choice of research methodology includes semi-structured interviews. The study consists of interviews of five middle managers in the Primary care of Region Gotland. The theoretical framework has been used as a guideline in the process of creating interview questions. The theory of the research study is constructed using theories about change management, change resistance, job satisfaction and the role of the middle manager. Our empirical data has been analyzed with selected theories. Our research indicates that the middle managers often end up in a conflict of roles. The most noticeable challenge for middle managers is the need to prioritize their roles. This often occurs due to a lack of resources. / Förändring är ett tidlöst fenomen som dagligen sker i alla organisationer. Forskning visar å ena sidan att en mellanchef ofta ses som en motståndare till förändring. Å andra sidan ses en mellanchefs roll som avgörande för att implementera och realisera en förändring. Syftet med studien var att utifrån ett mellanchefsperspektiv beskriva de utmaningar som upplevs i samband med ett, från ledningen skapat, förändringsarbete. Studien avsåg även att diskutera de bakomliggande orsakerna till utmaningarna. Studiens datainsamling har genomförts med hjälp av semistrukturerade intervjuer på det valda fallföretaget, primärvården inom Region Gotland. Semistrukturerade intervjuer har genomförts med fem verksamhetschefer på samtliga av Region Gotlands vårdcentraler, både i egenregi men även de privata aktörerna. Studiens teori har baserats på forskning om en mellanchefs roll i ett förändringsarbete, förändringsprocessen, förändringsmotstånd samt motivations- och hygienfaktorer. Den teoretiska referensramen har även använts som grund för att ta fram frågorna till studiens intervjuguide. Resultatet av studien visar på att en mellanchefs roll är komplex och att en mellanchef möter på ett stort antal utmaningar i ett förändringsarbete. En mellanchefs främsta utmaning är att hen måste prioritera mellan olika roller som behöver intas i ett förändringsarbete. Bakgrunden till problematiken är tidsbrist, vilket överensstämmer med tidigare forskning inom ämnet. Studien visar även på att faktorer såsom stöd, delaktighet samt återkoppling bör vara uppfyllda för att uppnå ett lyckat förändringsarbete, vilket tillika kan antas vara några av förändringsarbetets utmaningar. Det är även en utmaning för en mellanchef att motiveras till att genomföra en förändring om inte hygienfaktorerna föreligger. Det främsta bidraget från studien är således en beskrivning av individer i en mellanchefsposition samt deras upplevelser av de utmaningar som uppstår genom ett, från ledningen, initierat förändringsarbete.

Idag står Sveriges samhällsaktörer och företagare inför ett antal samhällsutmaningar kopplat till hållbarhet. Som en följd av detta har FN tagit fram globala hållbarhetsmål som avser att skapa aktion för en hållbar utveckling på lång sikt, som kan realiseras av ett hållbart samhällsbyggande på nationell, regional och lokal nivå. Bygg- och anläggningsbranschen ansvarar idag för en omfattande negativ klimatpåverkan och står för en stor del av Sveriges totala utsläpp. Inom branschen finns även risker kopplat till säkerhet och trygghet på arbetsplatserna. Med detta följer ökade krav och förväntningar på att agera ansvarsfullt och bidra till en långsiktigt hållbar samhällsutveckling. Hållbarhet utgör ett omfattande begrepp, som kan vara svårt att definiera. Att arbeta med hållbarhet, är att arbeta med förändring. Därmed upplevs det ofta vara utmanande för företagsledare att lyckas integrera hållbarhet i företagens strategiarbete. Syftet med denna studie är därför att undersöka hur hållbarhet definieras inom företag och av företagsledare i bygg- och anläggningsbranschen, samt att identifiera vilka utmaningar som uppstår när hållbarhet integreras i företagens strategiarbete. Studien grundas i en socialkonstruktivistisk teoretisk ståndpunkt och på en mikronivå undersöks företagsledares upplevda utmaningar av att integrera hållbarhet i strategiarbetet. Genom sju kvalitativa och semistrukturerade intervjuer, har studiens empiriska material samlats in samt analyserats mot studiens teoretiska referensram. Teorierna omfattar hållbarhet, ansvarstagande, organisationsförändring samt strategiarbete ur ett praktikperspektiv. Studiens slutsatser visar på att företagsledare upplever flertalet utmaningar med koppling till att definiera, integrera och säkerställa att hållbarhet genomsyrar strategiarbetet. Vad studien uppvisar är att utmaningar främst beror på en bristande förståelse, kunskap och medvetenhet om vad hållbarhet, ansvarstagande och långsiktig hållbar utveckling innebär samt vad det kan leda till. Studien visar att definitionen av hållbarhet inom större eller centralstyrda företag uttrycks genom värderingar, ledord, policys samt hållbarhetsmål. Hållbarhet integreras i dessa verksamheter via utarbetade strategier och kontrollfunktioner. Inom mindre eller inte centralstyrda företag, visar studien på en svagare definition av hållbarhet i företagens mål och strategier. Däremot bedrivs ett visst hållbarhetsarbete, men detta står främst i nivån med externa krav. Hur hållbarhet integreras i strategiarbetet varierar inom företagen men vad studien visat på är att god kommunikation och en närhet mellan företagsledningen och den operativa verksamheten främjar detta. / In present state, Sweden, as a nation and global actor faces a number of challenges due to societal and environmental challenges. The United Nations has, in response to the comprehensive global challenges, developed several goals aimed to reach a long-term sustainable development. This request each nation, to act and contribute to this through a sustainable development on a national, regional, and local level. The construction industry is currently to be held responsible for a significantly negative impact on the environment and a large part of Sweden's total emissions of today. Within the industry, actors are facing challenges associated to risks and safety issues at the workplace. This is placing comprehensive demands and expectations on the actors to take responsibility and contribute to long-term sustainable social development. Sustainability is a complex and extensive concept that is difficult to fully define. To work for sustainability can therefore be associated with work of change. It is found to be challenging for business managers’ to successfully integrate sustainability into their corporate strategies. So, therefore, the purpose of this study is to investigate how sustainability is defined within companies and by managers in the construction industry, but to also identify the challenges that can arise when sustainability is to be integrated into their corporate strategies. This thesis is based on a social constructivist theoretical approach and research on a micro-level, which enable to capture of managers’ perceived challenges of their strategic work for sustainability. Through seven qualitative and semi-structured interviews, empirical data was collected and analyzed in relation to a theoretical framework chosen for this research; including theories related to sustainability, responsibility, organizational change, and strategy as practice. The research resulted in conclusions which indicate managers’ experience of a majority of challenges associated with defining, integrating, and ensuring that sustainability permeates their strategic work. The study also shows, that challenges are mainly due to a lack of understanding, knowledge, and awareness of the meaning of sustainability, responsibility, and long-term sustainable development as well as what it may lead to. Conclusively, the definition of sustainability as a concept, within larger or centralized companies, is expressed through values, keywords, policies, and goals. Sustainability can thereby be integrated and ensured within the companies through developed strategies and control functions. On the other hand, within smaller or non-centralized companies, the research shows a lack of definitions for sustainability within their corporate goals and strategies. However, work for a sustainable development is still carried out within these companies, but mainly on a level that meets the requirement from external actors. Further conclusions indicate communication and close relations between management and employees to be important within all companies. This to enable integration of sustainability in their corporate strategic work, through the activities and the organization as a whole.

Atualmente, o ambiente extremamente dinâmico e altamente competitivo, no qual as organizações estão inseridas, aumentou expressivamente a importância da Tecnologia da Informação (TI). Aliada a isto, a crescente complexidade das infraestruturas de redes e serviços, também conhecidas como infraestruturas de TI, tornaram a Gerência de Serviços de Tecnologia da Informação indispensável a qualquer organização. Nesse cenário, coletâneas de boas práticas e processos foram desenvolvidas visando a obter o melhor desempenho dos produtos e serviços oferecidos. Entre as coletâneas amplamente aceitas, tanto na academia quanto na indústria, vale destacar a Biblioteca de Infraestrutura de Tecnologia da Informação (i.e., Information Technology Infrastructure Library, ITIL). Dentre os processos descritos na ITIL, o Gerenciamento de Mudanças é de suma importância para as organizações. Tal processo é responsável por padronizar o planejamento, o agendamento, a implementação e a avaliação de mudanças no ambiente de TI. Ainda que a adoção das boas práticas proporcione significativas melhorias, a ocorrência de falhas em procedimentos de mudanças não pode ser negligenciada. Para tratar eventuais falhas é proposto o processo de Gerenciamento de Problemas, o qual é responsável por gerir o ciclo de vida de problemas. Nesse contexto, o reúso do conhecimento e da experiência do operador, sobre os processos de TI, é de fundamental importância, pois possibilita a simplificação de procedimentos para a detecção da causa raiz de falhas e, consequentemente, minimiza perdas financeiras e custos de manutenção. Apesar disso, nas soluções existentes o processo de diagnóstico é realizado de uma forma estática e ad hoc, o que dificulta reutilizar o conhecimento em falhas recorrentes ou similares. Diante do exposto, nesta dissertação é proposta uma solução para a identificação interativa da causa raiz de problemas detectados em mudanças. Em contraste com as soluções existentes, o foco desta dissertação é o reúso de traços históricos de diagnósticos e da experiência do operador. A solução proposta teve sua aplicabilidade avaliada em dois estudos de casos. Os cenários utilizados são baseados em situações reais, bem como consideram falhas recorrentes em mudanças sobre as infraestruturas de redes e serviços. Os resultados demonstram a capacidade da solução em reutilizar o conhecimento adquirido com experiências anteriores, bem como, na adaptabilidade do diagnóstico gerado, tanto na infraestrutura de TI na qual a falha ocorre, quanto nas respostas fornecidas pelo operador. A estrutura modular da solução desenvolvida permite dividir a complexidade do processo de identificação em problemas menores que podem ser resolvidos individualmente. Assim, as organizações podem personalizar partes da solução para melhor refletirem as necessidades específicas do seu ambiente de TI. / Presently, the extremely dynamic and highly competitive environment, in which organizations are inserted, significantly increased the importance of Information Technology (IT). In addition, the increasing complexity of network infrastructures and services, also known as IT infrastructures, turned the Information Technology Service Management essential to any organization. In this context, guides of best practices and processes were developed to obtain a best performance out of provided products and services. Among the most widely accepted proposals, in both academy and industry, it is worth mentioning the ITIL (Information Technology Infrastructure Library). From the processes described in ITIL, Change Management is indispensable for organizations. This process defines how changes should be planned, scheduled, implemented, and evaluated in IT environments. Despite the significant improvements that the adoption of ITIL’s best practices can provide, the occurrence of failures cannot be neglected. To address possible failures, the process of Problem Management is proposed. Such process is responsible for managing the life cycle of problems. Thus, the reuse of operator’s knowledge and experience, on IT processes, has fundamental importance for allowing to simplify the procedures of detecting failures’ root cause and, therefore, minimizes financial losses and maintenance costs. Nevertheless, the diagnostic process, in the existing solutions, is performed in a static and ad hoc fashion, which complicates the reuse of knowledge in recurrent failures or similar. Based on the previous considerations, in this dissertation, we propose a solution for interactive identification of the root cause of problems detected in IT changes. In contrast to existing solutions, the focus of this solution is the reuse of the operator’s experience and the knowledge from cases that have already been completed. The proposed solution had its applicability evaluated in two case studies. The scenarios used are based on real situations, taking into account recurrent failures in changes on IT infrastructures. The results show not only the ability of the solution to reuse the knowledge acquired from previous experiences, but also the adaptability of diagnosis generated in both the IT infrastructure, where failure occurs, and the responses provided by operator. The modular structure of the developed solution allows to divide the complexity of the identification process into smaller problems that can be solved individually. Thus, organizations can customize parts of the solution to better reflect the specific requirements of your IT environment.