This thesis maps the situation in information technology management on the interface between informational services delivery and business users with focus on one of the key roles -- service owner. From the theoretical point of view it's done on the basis of common IT methodologies, from the practical point of view on the basis of comparison of four insurance companies. The thesis concludes possible definitions of the role with regard to benefits achievable for the studied companies.

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The aim of this work is to develop a universal procedure introducing the concept of IT Governance using COBIT methodology to a small business environment. This thesis understands COBIT as a tool with which is possible to create a new business strategy for a firm and which will provide more competitive force for the firm in the competitive fight. The main contribution of this thesis is a theoretical research, which resulted in the proposal as how should a small company (which close-up characteristic is described in more detail in the work) proceed in a case that it decides to efficiently manage, manage and control the business IS / IT. This theoretical approach is then tested as a case study on a real small enterprise.

Inom Svensk hälso- och sjukvård sker en stor förändring i IT-infrastruktur. En nationell tjänsteplattform som ska möjligt delning av information mellan vårdgivare i olika regioner har implementerats. Flera landsting och regioner har implementerat liknande arkitekturer lokalt för att uppnå samma effekt även internt, men också för att underlätta uppkoppling till den nationella lösningen.Genom en kvalitativ fallstudie undersöker denna uppsats implementationen av en regional tjänsteplattform i Stockholms Läns Landsting med fokus på styrning. I en teoretisk undersökning behandlas teorier gällande IT inom offentlig hälso- och sjukvård, IT-governance, SOA och SOA-governance.Syftet med studien är att analysera och utvärdera teorier gällande SOA-governance i relation till styrning av en regional tjänsteplattform inom offentlig hälso- och sjukvård och på så sätt bidra till utveckling av aktuella teorier genom en diskussion gällande dess användbarhet inom en specifik sektor. Jag syftar också att bidra till utveckling av den studerade verksamheten genom att identifiera/prognostisera möjligheter och problem med aktuella styrningsstrukturer.Resultaten indikerar att utmaningar för att etablera SOA-governance inom offentlig hälso-och sjukvård främst härstammar ur organisationens natur. Exempelvis Politisk styrning eller lagstiftning. Ramverk för SOA-governance kan inte direkt hantera dessa utmaningar, men kan ge ett stöd genom struktur i arbetet samtidigt som de kan agera rådgivande gällande lösningar som fungerat i andra verksamheter. Rekommendationen är att tidigt i processen fastställa omfång av SOA-projektet, men också dess mål relativt verksamheten. Studien tyder också på att en ökad nytta kan erhållas genom att tidigt i processen etablera en styrande grupp som med ett tydligt mandat beslutar om standarder och säkerställer dess efterlevnad redan under etableringsprojektet.

Information systems and technologies (IT) are ubiquitous and play a significant role in everyday life of people and enterprises. Even the smallest organisations need to be sure, that their information systems are working properly, appropriately support their operations, are cost-effective and comply with regulations and other requirements. The service-based management approach to management of enterprise IT is the most promoted and widely used. But what if this approach is not equally suitable for enterprises of all sizes? This thesis presents an alternative approach to IT management, directly built on requirements of well-known International Standard ISO 9001:2008. For many people who know and understand ISO 9001 and its requirements, it should be easier to use their knowledge about management of quality for managing of IT than learn and implement IT service management and -- probably -- try to find out how to scale service management down to the environment of limited resources which is typical for small businesses. Author describes ISO 9001 as universal management system model and investigates requirements of ISO 9001:2008 related to information technology. Then attention is aimed to existing International Standards for various aspects of IT governance and management. Text describes main content of ISO/IEC 38500 for IT Governance, ISO/IEC 20000 for service management, selected standards from ISO/IEC 27000 series for information security management and ISO/IEC 19770-1 for software asset management. Next chapter shows mainly approach of COBIT5 and COBIT solutions suitable for small businesses -- COBIT Quickstart and COBIT Security Baseline. Last part of text explains, how ISO 9001:2008 was used and adapted to create the main subject of this thesis -- ISO 9001:2008 compatible IT Management System Specification for IS/IT Non-intensive Small Businesses.

The doctoral dissertation thesis is focused on assessment of information systems and defines the main deficiencies in operation and management of information systems in relation to processes in the department of informatics with partial overlapping into the other parts of the company. The thesis further extends the current view of assessment of information systems in the company and, in accordance with the goal of the work, it defines its own methodology, which defines the specific assessment process and subdivides its contents into individual units. The proposed methodology provides an overview of the deficiencies and possible measures in operation and management of information systems. Qualitative verification of methodology in small, medium and large companies using case studies form a part of the thesis as well.

Submitted by Claudio Alves Rodrigues (calvespmp@hotmail.com) on 2015-02-26T16:40:24Z No. of bitstreams: 1 2015 Governanca para Resultados_Mestrado FGV_Claudio Alves Rodrigues vFinal.pdf: 5718998 bytes, checksum: 3f971692719b6dbcd6356f867b07f9d2 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2015-03-03T11:41:09Z (GMT) No. of bitstreams: 1 2015 Governanca para Resultados_Mestrado FGV_Claudio Alves Rodrigues vFinal.pdf: 5718998 bytes, checksum: 3f971692719b6dbcd6356f867b07f9d2 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2015-03-03T11:41:54Z (GMT) No. of bitstreams: 1 2015 Governanca para Resultados_Mestrado FGV_Claudio Alves Rodrigues vFinal.pdf: 5718998 bytes, checksum: 3f971692719b6dbcd6356f867b07f9d2 (MD5) / Made available in DSpace on 2015-03-03T11:42:07Z (GMT). No. of bitstreams: 1 2015 Governanca para Resultados_Mestrado FGV_Claudio Alves Rodrigues vFinal.pdf: 5718998 bytes, checksum: 3f971692719b6dbcd6356f867b07f9d2 (MD5) Previous issue date: 2015 / The adoption of a results-oriented governance in the public service has emerged as an organizational management approach as part o f a broad movement o f the new public management (NPM). In Brazil, public companies have been concerned in the search for better management contrai mechanisms to achieve good results in the delivery of public services for customers and users. The term 'Organizational Performance Management' refers to any integrated and systematic approach to improving performance to achieve strategic aims and pro mote the mission and values ofthe organization. Thus, this research studies practices related to the organizational performance management, enabling the targeting of efforts on improving key processes, taking into account the specific characteristics o f the public nature. Another relevant aspect o f this work comes from studies by Management Objectives and Managing for Results, adopting understanding Manage by Objectives to achieve the results. Thus, a literature search was performed to identify the main frameworks of organizational performance. After this stage, it was established a criticai analysis of frameworks by watching the main contributions and strengths. Finally, it was built an assessment model in arder to make a diagnosis of managerial processes and qualify at what stage the company, which is the object of this study, is focusing on the governance for results. The assessment result reflected the perceptions of employees and managers on performance and its determinants. / A adoção de uma governança voltada para resultados na administração pública surgiu como uma abordagem de gestão organizacional, fazendo parte de um amplo movimento da nova gestão pública (NGP). No Brasil, as empresas públicas têm se preocupado em buscar melhores mecanismos de controle da gestão no sentido de lograr bons resultados na prestação dos serviços públicos para os clientes e à sociedade usuária dos serviços. O termo 'Gestão de Desempenho Organizacional' refere-se a qualquer abordagem integrada e sistemática que vise melhorar o desempenho para alcançar objetivos estratégicos e promover a missão e os valores da organização. Assim, esta pesquisa estuda práticas relacionadas à gestão de desempenho organizacional, que possibilitem o direcionamento dos esforços na melhoria dos processos chaves, levando em consideração as particularidades inerentes à natureza pública. Outro aspecto de relevância deste trabalho advém dos estudos da Gestão por Objetivos e da Gestão para Resultados, adotando a compreensão de Gerenciar por Objetivos para se conquistar os Resultados. Deste modo, foi realizada uma pesquisa bibliográfica para identificar os principais frameworks sobre desempenho organizacional. Após esta etapa, foi estabelecida uma análise crítica dos frameworks, observando as principais contribuições e pontos fortes. E por último, foi construído um modelo de avaliação com o propósito de fazer um diagnóstico dos processos gerenciais, e qualificar em qual estágio a empresa objeto deste estudo se encontra, sob o enfoque da governança para resultados. O resultado desta avaliação refletiu as percepções dos funcionários e gestores sobre o desempenho e seus determinantes.