In this thesis, I, as the author, have tried to propose a methodology for establishing IT service taxonomy in order to elaborate IT service portfolio and IT service catalog. As a core part of my thesis, IT service taxonomy has been discussed to manage IT services in an efficient way in the small and medium sized enterprises The small and medium sized enterprises can use the categories and sub categories of this taxonomy to define their service catalog and portfolio. In that regards, a list of IT services has been identified from the industries and has been used to define the IT service taxonomy.

Submitted by Biblioteca Digital de Teses e Dissertações (sdi@ucb.br) on 2018-11-08T19:17:12Z No. of bitstreams: 1 WashingtonFábiodeSouzaRibeiroDissertacao2018.pdf: 19934045 bytes, checksum: 1021542a94b950733ab9dfbbda43901b (MD5) / Approved for entry into archive by Sara Ribeiro (sara.ribeiro@ucb.br) on 2018-11-09T16:07:12Z (GMT) No. of bitstreams: 1 WashingtonFábiodeSouzaRibeiroDissertacao2018.pdf: 19934045 bytes, checksum: 1021542a94b950733ab9dfbbda43901b (MD5) / Made available in DSpace on 2018-11-09T16:07:12Z (GMT). No. of bitstreams: 1 WashingtonFábiodeSouzaRibeiroDissertacao2018.pdf: 19934045 bytes, checksum: 1021542a94b950733ab9dfbbda43901b (MD5) Previous issue date: 2018-07-26 / With the growing need for an adequate structure of information technology by organizations, regardless of their size, IT service management is increasingly important, and should be effective and, above all, efficient in pursuit of cost reduction combined with improvement the delivery of services. In this way, deploying models and frameworks of best IT management practices is, today, an essential activity of companies that seek excellence. Another equally important activity is assessing the maturity of IT management processes. The ITIL (IT Infrastructure Library) library is designed for IT service managers to increase the effectiveness of their management as well as the assertiveness of their decisions, by better managing their environments. This research aims to contribute to the area of IT service management, generating inputs for IT managers' decision making in the development of a process-based organizational maturity model for ITIL v3. The proposed MA_ITIL model is composed of three layers based on the AHP (Analytic Hierarchy Process) method, in accordance with the international ISO / IEC 33004 process maturity standard of 2015, which replaced ISO / IEC 15504- 4 of 2003, thus addressing new definitions between organizational maturity of processes and capacity utilization. The research was developed in five stages, which were: to review the literature, to elaborate a maturity model, to elaborate a research survey based on the proposed model, to apply the questionnaire to ITIL v3 specialists and finally to describe the comments and conclusions about the study, so that IT service managers can have mechanisms for managing and measuring the degree of maturity of their ITIL v3 processes, which will assist in the management of technological services. / Com a crescente necessidade de estrutura adequada de tecnologia da informação por parte das organizações, independentemente do seu porte, o gerenciamento de serviços de TI é cada vez mais importante, devendo ser eficaz e, principalmente, eficiente na busca da redução de custos aliada à melhoria da entrega de serviços. Desta forma, implantar modelos e frameworks de melhores práticas de gestão de TI é, hoje, uma atividade essencial das organizações que buscam a excelência. Outra atividade igualmente importante é a avaliação da maturidade dos processos de gestão de TI. A biblioteca ITIL (IT Infrastructure Library) foi desenvolvida para gestores de serviços de TI aumentarem a efetividade da sua gestão assim como a assertividade de suas decisões, gerenciando de forma mais adequada seus ambientes. Essa pesquisa tem a finalidade de contribuir para a área de gerenciamento de serviços de TI, gerando insumos para tomadas de decisões dos gestores de TI no desenvolvimento de um modelo de maturidade organizacional baseado em processos para a ITIL v3. O modelo MA_ITIL proposto é composto por três camadas tendo como base o método AHP (Analytic Hierarchy Process), em conformidade com a norma internacional de maturidade organizacional de processos ISO/IEC 33004 de 2015, que veio a substituir a norma ISO/IEC 15504-4 de 2003, abordando então novas definições entre maturidade organizacional de processos e capacidade de utilização. A pesquisa foi desenvolvida em cinco etapas, que foram: revisar a literatura, elaborar um modelo de maturidade, elaborar uma pesquisa survey baseado no modelo proposto, aplicar o questionário para especialistas ITIL v3 e por fim foi descrito os comentários e conclusões sobre o estudo, de modo que gestores de serviços de TI possam ter mecanismos de administração e medição do grau de maturidade de seus processos ITIL v3, que auxiliarão na gestão de serviços tecnológicos.

Aims and Objectives: Information Technology (IT) service management has gained importance in the recent years. A service is a means of delivering value to the customers by facilitating outcomes, which customers want to achieve without ownership of the specific costs and risks. As IT services’ efficient execution revolves around its implementation through software management, the need for understanding the relationship between IT service management and software management has become crucial. The aim of this thesis is to explore this relationship. Methodology: We designed this thesis study as an exploratory study. First, a systematic literature review was conducted to explore the role of software engineering in IT service management and the interconnection between them. Then, we performed a case study at Telenor Sweden AB by conducting interviews in order to further investigate the intersecting elements between ITIL v3 Framework, which is an international standard for IT service management and software engineering considering ISO/IEC 12207 standard on software processes. Results: The outcome of this thesis is a mapping between IT service management and software engineering considering ISO/IEC 12207 for software engineering processes and ITIL V3 Framework for IT service management. These mappings have been recommended to use by the case company to incorporate ‘in-house’ software models in line with ITIL V3 Framework implementation. Conclusion: Though ITIL V3 framework gives in depth guidelines for IT Service Management, it does not give sufficient details for managing applications that constitute IT Services. As ITIL V3 is a framework, it is flexible to accommodate the software engineering processes defined in ISO/IEC 12207 standard. Though we brought three-way relationship between ITIL V3, ISO/IEC 12207 and case company’s software process models, it is found out that replacing existing models with ISO/IEC 12207 shall be difficult as it would be two new standards for the employees. The in house software process models are already inspired from standards. In this thesis, we provide a mapping between ITIL V3 and inhouse models of the case company to support the implementation of ITIL V3 for managing software applications to realize IT Services. / The thesis gives mapping between ITIL V3 Framework and ISO/IEC 12207 Software Engineering processes to incorporate them in integrated Service Management and Software Management / +46762509249