This thesis is focused on creation of the business plan for establishing a limited liability company that will operate in the South Moravian Region. Main subject of enterprise of the company is computer network administration and provide complete services related to such business activities such as IT consulting, hardware and software sales, web design and hosting, all with a focus on small and medium companies.

Der Technologieband des Universitätsrechenzentrums der TU Chemnitz fasst die Schwerpunkte und Projekte der Geschäftsjahre 2016 und 2017 zusammen und stellt das Diensteangebot des Rechenzentrums näher vor.

Der Technologieband des Universitätsrechenzentrums der TU Chemnitz fasst die Schwerpunkte und Projekte der Geschäftsjahre 2014 und 2015 zusammen und stellt das Diensteangebot des Rechenzentrums näher vor.

Made available in DSpace on 2016-04-04T18:31:35Z (GMT). No. of bitstreams: 1 Marciano Penaforte da Cruz.pdf: 22416188 bytes, checksum: b5cc2dd3126629be88611f1651fec7f0 (MD5) Previous issue date: 2012-12-18 / Increasingly in the business world, Information Technology - IT is fundamental to achieve the business goals of an organization. However managing resources and offering services to achieve your goals bring a growing challenge for managers in this area. This study aims at evaluating the best practices of the ITIL library to meet their benefits in culture management of IT services, as its marketing context. Therefore, dozens of clients from five companies that outsource IT services have been analyzed (Information Technology). The studied group is located in the South, Southeast and Center-West regions of Brazil. This is a group formed by service providers to standardize IT management and adopt ITIL best practices in their processes adopted. Quantitative data were collected from a communication application, emails, and performance parameters were measured up before and after the implementation of ITIL best practices. The research took place between September 2011 and April 2012. The method used was descriptive and quantitative and evolved from the development of a questionnaire with 25 closed questions. The case study, retrospectively, was submitted to the review of the literature and application of mathematical formulas. / No mundo empresarial, cada vez mais, a Tecnologia da Informa??o TI torna se fundamental para o alcance das metas de neg?cio de uma organiza??o. Contudo gerir os recursos, ofertar servi?os, de modo a garantir seus objetivos traz um desafio cada vez maior para os gestores desta ?rea. A presente pesquisa tem como objetivo avaliar as melhores pr?ticas da Biblioteca ITIL para conhecer seus benef?cios na cultura de gest?o de servi?os de TI, conforme o seu contexto mercadol?gico. Para tanto, foram analisados dezenas de clientes de cinco empresas que terceirizam servi?os de TI (Tecnologia da Informa??o). O universo pesquisado est? localizado nas regi?es Sul, Sudeste e Centrooeste do Brasil. Este ? um conjunto formado por prestadores de servi?os de padroniza??o de gest?o de TI e que adotaram as boas pr?ticas de ITIL em seus processos. Foram coletados dados quantitativos de uma aplica??o de correio eletr?nico, e mensurou-se par?metros de desempenho antes e depois da implementa??o das melhores pr?ticas ITIL. A pesquisa, ocorreu entre setembro de 2011 e abril de 2012. O m?todo utilizado foi descritivo e quantitativo e desenvolveu-se a partir da elabora??o de um question?rio com 25 perguntas fechadas. O estudo de caso, a posteriori, foi submetido ? revis?o da literatura relacionada e ? aplica??o de f?rmulas matem?ticas.

One of the key processes of IS/IT service provider is Service Level Management. IT service provider faces a problem how the services should be defined, how a balanced service portfolio should be set up and how the processes covering the service management should be designed to meet strategic goals of the organization. The thesis focuses on IS/IT service portfolio design and management with a particular focus on infrastructure services. General goal of the thesis is to support IS/IT service provider's activities directly linked with service level management, IT financial management and IT service portfolio design. The thesis puts together theoretical sources in the area of IT Governance, generally accepted methodologies and best practices, actual market trends and author's experience. The theoretical part maps current development in the field of IS/IT service management, summarizes relevant theoretical inputs, categorizes IS/IT services, gives an overview of the most commonly used pricing models and presents actual IS/IT market trends, such as SaaS or Utility Computing. The application part, which follows the theoretical part of the thesis, is built upon fundaments of key findings and conclusions of the theoretical part. Application section introduces a method of service level management transformation and a business model suitable for IS/IT service provider. Furthermore a process of IS/IT service portfolio design is introduced. The process is supported by an analytical tool, which enables analysis of provider's financial and infrastructure data. The output of the analysis is a set of scenarios of IS/IT service portfolio including revenue, costs and utilization of resources and technologies. Academic benefit is seen not only in the consolidation of relevant theoretical sources dealing with IT service design and management. The thesis also introduces frameworks for optimization of service level management process and a concept of a IT service provider's business model. A practical contribution of the thesis is seen in a process of IT service portfolio design supported by an analytical tool for provider's real data processing, covering demand, capacity, utilization and financials.

This item contains the agenda, minutes, and attachments for the Faculty Senate meeting on this date. There may be additional materials from the meeting available at the Faculty Center.

Made available in DSpace on 2014-12-17T15:24:30Z (GMT). No. of bitstreams: 1 EdilsonBM_DISSERT.pdf: 1273586 bytes, checksum: 32add4a708ccebd27ea5b1df42d3823b (MD5) Previous issue date: 2014-08-22 / Universidade Federal do Rio Grande do Norte / The information tecnology (IT) has, over the years, gaining prominence as a strategic element and competitive edge in organizations, public or private. In the judiciary, with the implementation of actions related to Judici?rio Eletr?nico, information technology (IT), definitely earns its status as a strategic element and significantly raises the level of dependence of the organs of their services and products. Increasingly, the quality of services provided by IT has direct impact on the quality of services provided by the agency as a whole. The Minist?rio P?blico do Estado do Rio Grande do Norte (MPRN) deployments shares of Electronic Government, along with an administrative reform, beyond these issues raised, caused a large increase in institutional demand for products and services provided by the Diretoria de Tecnologia da Informa??o (DTI), a sector responsible for the provision of IT services. Taking as starting point strategic goal set by MPRN to reach a 85% level of user satisfaction in four years, we seek to propose a method that assists in meeting the goal, respecting the capacity constraints of the IT sector. To achieve the proposed objective, we conducted a work in two distinct and complementary stages. In the first step we conducted a case study in MPRN, in which, through an internal and external diagnosis of DTI, accomplished by an action of internal consulting and one research of the user satisfaction, we seek to identify opportunities of change seeking to raise the quality perceived of the services provided by the DTI , from the viewpoint of their customers. The situational report, drawn from the data collected, fostered changes in DTI, which were then evaluated with the managers. In the second stage, with the results obtained in the initial process, empirical observation, evaluation of side projects of quality improvement in the sector, and validation with the managers, of the initial model, we developed an improved process, gazing beyond the identification of gaps in service a strategy for the selection of best management practices and deployment of these, in a incremental and adaptive way, allowing the application of the process in organs with little staff allocated to the provision of information technology services / A tecnologia da informa??o (TI) vem, ao longo dos anos, ganhando destaque como elemento estrat?gico e diferencial competitivo nas empresas, sejam elas p?blicas ou privadas. No poder judici?rio, com a implanta??o de a??es relacionadas ao judici?rio eletr?nico, a TI ganha definitivamente seu status de elemento estrat?gico e eleva sensivelmente o n?vel de depend?ncia dos ?rg?os de seus servi?os e produtos. Cada vez mais a qualidade dos servi?os prestados pela TI tem impacto direto na qualidade dos servi?os prestados pelo ?rg?o como um todo. No Minist?rio P?blico do Estado do Rio Grande do Norte (MPRN), as implanta??es das a??es do Governo Eletr?nico, junto com uma reforma administrativa em curso, al?m destas quest?es levantadas, provocaram um grande aumento das demandas institucionais por produtos e servi?os prestados pela Diretoria de Tecnologia da Informa??o (DTI), setor respons?vel pela presta??o dos servi?os de TI. Tomando como ponto de partida a meta estrat?gica definida pelo MPRN de atingir um n?vel de 85% de satisfa??o dos usu?rios em quatro anos, buscamos propor um m?todo que auxilie no cumprimento da meta proposta, respeitando as limita??es de pessoal do setor de TI. Para atingir ao objetivo proposto, realizamos um trabalho em duas etapas distintas e complementares. Na primeira etapa realizamos um estudo de caso no MPRN, no qual, por interm?dio de um diagn?stico interno e externo da DTI, realizado por meio de uma a??o de consultoria interna e pesquisa de satisfa??o dos usu?rios, buscamos identificar oportunidades de mudan?a procurando elevar a qualidade percebida dos servi?os prestados pelo setor na ?tica de seus clientes. O relat?rio situacional, elaborado a partir dos dados coletados, fomentaram a??es reestruturadoras na DTI, que foram em seguida avaliadas junto aos gestores. Na segunda etapa, de posse dos resultados obtidos no processo inicial, observa??o emp?rica, avalia??o de projetos paralelos de melhoria da qualidade no setor e valida??o com os gestores do modelo inicial, elaboramos um processo melhorado, contemplando, al?m da identifica??o das lacunas de servi?o, uma estrat?gia para a sele??o de boas pr?ticas e gerenciamento de implanta??o destas, de forma incremental e adaptativa, permitindo a aplica??o do processo em ?rg?os com pouco pessoal alocado para a presta??o dos servi?os de tecnologia da informa??o