Serviços distribuídos exigem esforços cooperativos entre provedores de serviços distintos, com comunicação e troca de informações. Isto, entretanto, aumenta a complexidade associada aos processos de TI, e a entrega de serviços competitivos e com custos predizíveis depende do conhecimento e do controle desta complexidade. No presente trabalho, é proposta uma metodologia capaz de endereçar este cenário, no qual provedores de serviços distintos trabalham em conjunto, trocam informações, entretanto, por vezes omitem informações confidenciais entre si. Para isto, aplica um conjunto de métricas, quantifica a complexidade dos processos, define como os provedores trocarão entre si informações de seus procedimentos internos e como estas informações serão ajustadas para garantir a todos o mesmo resultado apesar de informações confidenciais serem, porventura, omitidas. A avaliação – cíclica – começa com o processo sendo projetado por todos os provedores, chamados de domínios de autoridade. Após finalizados os processos locais de cada um, estes são enviados a todos os domínios integrantes do processo, seguida da aplicação de ajustes de complexidade, o que garante que cada um terá uma visão completa e de complexidade coerente do processo. A aplicação das métricas é efetuada pela ferramenta complexity analyzer, que analisa gramaticalmente processos representados em XML até alcançar valores aceitáveis de complexidade. Um protótipo da ferramenta foi implementado e utilizado para avaliar um processo de TI mapeado de um caso real, validando a metodologia proposta. / Distributed services requires cooperative efforts among partner service providers, like communication and information exchange. This, however, increases the complexity associated to IT processes, and the delivery of services with predictable and competitive costs also depends on the knowledge and control of process complexity along service provider federations. Our proposed methodology is capable to address this scenario, that different service providers work together, exchanging information, however, sometimes hidding confidential information from one another. To reach these goals its applied a set of complexity metrics that quantifies the process complexity. It is also defined how all service providers will exchange and adjust process informations aiming to give to each one the same results even when confidential informations are ommited. The cyclic evaluation starts with the process design by each autonomous provider, called authority domain. When all parts of the processes are done, they are sent to all domains, followed by complexity adjustments, what guarantees that each domain will have a complete and trustable version of the entire process. The complexity analyzer is the tool used to collect the metrics. This tool analyzes grammaticaly XML represented processes until reached an aceptable complexity value. To validate the proposed methodology, a prototype of the complexity analyzer was developed and applied against a real case IT process.

Serviços distribuídos exigem esforços cooperativos entre provedores de serviços distintos, com comunicação e troca de informações. Isto, entretanto, aumenta a complexidade associada aos processos de TI, e a entrega de serviços competitivos e com custos predizíveis depende do conhecimento e do controle desta complexidade. No presente trabalho, é proposta uma metodologia capaz de endereçar este cenário, no qual provedores de serviços distintos trabalham em conjunto, trocam informações, entretanto, por vezes omitem informações confidenciais entre si. Para isto, aplica um conjunto de métricas, quantifica a complexidade dos processos, define como os provedores trocarão entre si informações de seus procedimentos internos e como estas informações serão ajustadas para garantir a todos o mesmo resultado apesar de informações confidenciais serem, porventura, omitidas. A avaliação – cíclica – começa com o processo sendo projetado por todos os provedores, chamados de domínios de autoridade. Após finalizados os processos locais de cada um, estes são enviados a todos os domínios integrantes do processo, seguida da aplicação de ajustes de complexidade, o que garante que cada um terá uma visão completa e de complexidade coerente do processo. A aplicação das métricas é efetuada pela ferramenta complexity analyzer, que analisa gramaticalmente processos representados em XML até alcançar valores aceitáveis de complexidade. Um protótipo da ferramenta foi implementado e utilizado para avaliar um processo de TI mapeado de um caso real, validando a metodologia proposta. / Distributed services requires cooperative efforts among partner service providers, like communication and information exchange. This, however, increases the complexity associated to IT processes, and the delivery of services with predictable and competitive costs also depends on the knowledge and control of process complexity along service provider federations. Our proposed methodology is capable to address this scenario, that different service providers work together, exchanging information, however, sometimes hidding confidential information from one another. To reach these goals its applied a set of complexity metrics that quantifies the process complexity. It is also defined how all service providers will exchange and adjust process informations aiming to give to each one the same results even when confidential informations are ommited. The cyclic evaluation starts with the process design by each autonomous provider, called authority domain. When all parts of the processes are done, they are sent to all domains, followed by complexity adjustments, what guarantees that each domain will have a complete and trustable version of the entire process. The complexity analyzer is the tool used to collect the metrics. This tool analyzes grammaticaly XML represented processes until reached an aceptable complexity value. To validate the proposed methodology, a prototype of the complexity analyzer was developed and applied against a real case IT process.

Serviços distribuídos exigem esforços cooperativos entre provedores de serviços distintos, com comunicação e troca de informações. Isto, entretanto, aumenta a complexidade associada aos processos de TI, e a entrega de serviços competitivos e com custos predizíveis depende do conhecimento e do controle desta complexidade. No presente trabalho, é proposta uma metodologia capaz de endereçar este cenário, no qual provedores de serviços distintos trabalham em conjunto, trocam informações, entretanto, por vezes omitem informações confidenciais entre si. Para isto, aplica um conjunto de métricas, quantifica a complexidade dos processos, define como os provedores trocarão entre si informações de seus procedimentos internos e como estas informações serão ajustadas para garantir a todos o mesmo resultado apesar de informações confidenciais serem, porventura, omitidas. A avaliação – cíclica – começa com o processo sendo projetado por todos os provedores, chamados de domínios de autoridade. Após finalizados os processos locais de cada um, estes são enviados a todos os domínios integrantes do processo, seguida da aplicação de ajustes de complexidade, o que garante que cada um terá uma visão completa e de complexidade coerente do processo. A aplicação das métricas é efetuada pela ferramenta complexity analyzer, que analisa gramaticalmente processos representados em XML até alcançar valores aceitáveis de complexidade. Um protótipo da ferramenta foi implementado e utilizado para avaliar um processo de TI mapeado de um caso real, validando a metodologia proposta. / Distributed services requires cooperative efforts among partner service providers, like communication and information exchange. This, however, increases the complexity associated to IT processes, and the delivery of services with predictable and competitive costs also depends on the knowledge and control of process complexity along service provider federations. Our proposed methodology is capable to address this scenario, that different service providers work together, exchanging information, however, sometimes hidding confidential information from one another. To reach these goals its applied a set of complexity metrics that quantifies the process complexity. It is also defined how all service providers will exchange and adjust process informations aiming to give to each one the same results even when confidential informations are ommited. The cyclic evaluation starts with the process design by each autonomous provider, called authority domain. When all parts of the processes are done, they are sent to all domains, followed by complexity adjustments, what guarantees that each domain will have a complete and trustable version of the entire process. The complexity analyzer is the tool used to collect the metrics. This tool analyzes grammaticaly XML represented processes until reached an aceptable complexity value. To validate the proposed methodology, a prototype of the complexity analyzer was developed and applied against a real case IT process.

Information technology usage has become compulsory for all organizations whether government or private organizations to achieve visibility, compete rivals and execute their missions better. To get desired result from usage of information technology, IT of organization has to be managed well. Up till now, various frameworks are developed to manage it well. Best examples for this kind of frameworks are COBIT and ITIL, containing all processes which can be handled in IT management and becoming widespread through the world. COBIT and ITIL are complementary frameworks rather than competitors. Due to this reason, organizations must implement both of them instead of choosing one of them. In addition to these, ISO/IEC 27001:2005 which focuses on information security management process is a quite famous IT standard in terms of security. This thesis provides organizations to meet requirements of these frameworks/standards which are process based frameworks and standards complementary to each other, with a unique implementation by taking unification of processes in a more simple and understandable way. Consequently, it provides reduction in the duplicate work and prevents inconsistencies that may occur. In addition, including CMMI level two requirements motivate the organization to implement higher maturity level of CMMI. Moreover, this study provides organizations to implement ISO 27001 management structure which establish a foundation for extension to technical structure of it. Besides these, this study provides an alignment of frameworks model and COBIT and ITIL which helps organization to trace ITIL and COBIT simultaneously. Lastly by providing a web based application, there exists foundation for knowledge bank of IT processes in Turkish and profile pages for each organization to manage, trace and reach their own IT processes in a digital environment.

Gradually, the physical and geographically restricted marketplace is eroding and giving room to a more vibrant and competitive virtual marketplace – J.F Rayport and J.J Sviokla referred to it as the ―marketspace‖ (J.F. Payport, 1995). Technological advancement is the causative agent of this rapid change. As customers become increasingly complex and find sustained satisfaction in the marketspace, pressure keeps mounting on enterprises to adjust and seek suitable dance to the new rhythm. More prepared enterprises like e-bay and FEDEX have taken advantage of this rapid change to emerge competitive in the marketspace whist others dawdle behind. Enterprises especially in developing economies like Ghana, are increasingly investing enterprise resources in IT infrastructure, and accompanying applications and services to take advantage of the new marketplace and emerge competitive nationally and perhaps, in the process, gain global competitiveness. Are firms having strategic frameworks that guide these investments? And what are the factors that influence the adoption of these frameworks? Are there enabling national and firm level mechanisms to support IT investments? These are the questions that the research seeks to respond to. The research discovered Ghana’s strategic initiatives aimed at providing enabling infrastructure, regulatory and business environment to support the adoption of ICTs into public and civil service, and to also promote the performance and competitiveness of its industries and firms. At firm level, the research investigated the factors that influence the adaptation and effective implementation of IT Governance frameworks in enterprises. The research found education, external business environment, and extent of IT investment, statistically significant in driving IT process and governance framework adoption. It was therefore, recommended that regulatory institutions, educational institutions, market players and managers of firms contribute to the enhancement of these predictor variables to further improve ICT, IT process and IT governance framework adoption in Ghana. It was also recommended that later research should be undertaken to re-evaluate the performance and progress made by Ghanaian firms, and to possibly discover other drivers of ICT, ITprocess and IT governance framework adoption. / IT Process and Governance framework adoption in Ghana is relatively new. The research identifies Education, Level of IT investment and the Business Environment to be the most influential factors in promoting IT process and governance framework adoption in Ghana. / +233-246655744 / +233 - 201111216

In dieser Doktorarbeit wird untersucht, wie Radiofrequenz-Identifizierung (RFID) zu einer Optimierung von Produktionsprozessen beitragen kann. In den ersten Kapiteln wird analysiert, welchen potenziellen Nutzen die Anwendung von RFID für Prozessoptimierungen ergibt und welche Herausforderungen daraus erwachsen. Diesbezüglich wurden sechs Fallstudien in Produktionsbetrieben durchgeführt, in denen die Autorin mögliche RFID-Szenarien untersuchte. Basierend auf den Fallstudien wertet sie sieben RFID-Anwendungsszenarien aus. Diese sind entweder ein Ersatz von Barcodes oder eine Anwendung, die nur mit Hilfe von RFID ermöglicht wird. Kap. 4 und 5 beschäftigen sich mit der Frage, wie RFID in die existierende IT-Infrastruktur eingebettet werden kann. Dafür evaluiert die Autorin zunächst generelle IT-Infrastrukturen bei verschiedenen, produzierenden Unternehmen, indem sie weitere sieben Fallstudien durchführt. Im Anschluss erstellt sie Leitlinien für eine Integration von RFID in existierende Softwaresysteme, bei der die in diesen Fallstudien gewonnenen Anforderungen erfüllt werden. Für die Produktion gibt es noch immer keine dedizierten Modelle für die Berechnung von quantifizierbaren und die Abschätzung von nicht-quantifizierbaren Nutzen und Kosten von RFID-Einführungen. Daher untersucht die Autorin in Kap. 6 quantifizierbare und nicht-quantifizierbare Kosten und Nutzen von RFID-Einführungen in der Produktion. In Kap. 7 untersucht die Autorin RFID-Anwendungen, die über die Unternehmensgrenzen hinausgehen: RFID kann, wenn es in inter-organisatorischen Systemen implementiert ist, einen Informationsaustausch in Echtzeit gewährleisten. Jedoch stellte sie bei den Unternehmen neben den unternehmensinternen auch in den inter-organisatorischen RFID-Szenarien Vorbehalte gegenüber RFID-Einführungen fest. Daher analysiert und identifiziert sie wichtige Faktoren für die Einführung von RFID in Lieferketten am Beispiel der Lieferkette der Automobilindustrie. / In this thesis, the author investigates how radio-frequency identification (RFID) technology can contribute to the optimization of production processes. In the first chapters the author analyzes potential benefits and challenges of using RFID to improve production processes. To this end, she conducted case studies at six German manufacturing enterprises in which she explores possible RFID scenarios. Based on the case studies she evaluates seven use cases for RFID. They are either a replacement of bar codes or an application that can only be realized using RFID. Furthermore, the autor evaluates which challenges the manufacturer has to face when applying RFID. Chapters 4 and 5 deal with the question of how RFID can be embedded into an existing IT infrastructure. For this the author first evaluates general IT infrastructures at diverse manufacturers by conducting seven additional case studies. She then designs guidelines for integrating the RFID requirements obtained from the case studies into existing software systems, showing where RFID data processing can fit in. The manufacturing domain still lacks dedicated models for evaluating costs and benefits of an RFID rollout especially concerning the intangible, non-quantifiable aspects of such an investment. Therefore, Chapter 6 presents such a model. In Chapter 7 the author looks beyond inter-enterprise RFID applications in manufacturing: RFID can ensure real-time information sharing when implemented in inter-organizational systems along the supply chain. However, besides challenges in intra-organizational scenarios of applying RFID in production processes, the author can also observe an inter-organizational reservation of embedding RFID in supply chains. Therefore, the author analyzes and identifies important determinants of adopting RFID in supply chains; taking the automotive as an example.

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2016-02-18T14:53:03Z No. of bitstreams: 1 Tiago Coser_.pdf: 1143518 bytes, checksum: 1ab49a0e3a1cd5b419cae7912e0ad87c (MD5) / Made available in DSpace on 2016-02-18T14:53:03Z (GMT). No. of bitstreams: 1 Tiago Coser_.pdf: 1143518 bytes, checksum: 1ab49a0e3a1cd5b419cae7912e0ad87c (MD5) Previous issue date: 2015-12-17 / CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / UNISINOS - Universidade do Vale do Rio dos Sinos / A problemática resultante da separação entre propriedade e controle do capital é direcionada, nesta pesquisa, para o nível operacional e considera o fundamento assimetria da informação. Este estudo analisou como a Governança de Tecnologia da Informação (GTI) pode contribuir para reduzir problemas de agência. A relação de agência foi delimitada entre diretores (principal) e gerentes (agente) das áreas Administrativa e Comercial. Trata-se de uma pesquisa descritiva, com abordagem qualitativa, desenvolvida por meio de um estudo de caso único em uma indústria sediada no estado do Rio Grande do Sul. Os principais resultados indicam que os problemas de agência não se limitam a informações e ações ocultas no ambiente pesquisado, mas, também, se devem a fragilidades nos recursos e fluxos de informações que suportam os processos de delegação e monitoramento de atividades entre diretores e gerentes. As principais contribuições da GTI para reduzir o problema de agência associam-se, prioritariamente, ao alinhamento entre a TI e os objetivos do negócio, nos processos de planejamento, construção, entrega e monitoramento de serviços de TI. Estas visando a padronizar processos de negócio e a reduzir a dependência humana nas etapas dos mesmos. / The resulting separation issues of ownership and control of capital is directed in this research to the operational level and considers the foundation asymmetry of information. This study examined how the Information Technology (IT) Governance can help reduce agency problems. The agency relationship was established between directors (principal) and managers (agent) of the Administrative and Commercial areas. It is a descriptive research with a qualitative approach, developed through a unique case study in an industry based in the state of Rio Grande do Sul. The main results indicate that agency problems are not limited to information and hidden actions the researched environment, but also are due to weaknesses in resources and information flows supporting the delegation process and monitoring activities among directors and managers. The main contributions of the IT governance to reduce the agency problem are associated primarily to the alignment between IT and business objectives in the planning, construction, delivery and monitoring of IT services. It seeks to standardize business processes and reduce human dependence on the steps of the same.

This master thesis analyzes current situation in the area of IT Services management in the Czech public sector in ITILv3 framework. Theoretical part characterizes ITIL framework from high-level perspective, includes processes description and possible use in public sector. Moreover, public sector organization structure and government's strategy vision are summarized. The master thesis practical part analyzes current situation of IT Services management in the Czech public sector, uses public information ressources, surveys, discussions and interviews. The analysis identifies key points threatening IT management effectiveness. IT Governance model is designed based on these key points. The model proposes strategy view and defines crucial organizational responsibilities. Essential ITIL processes are defined including implementation plan and communication strategy.