Användandet av IT relaterade tjänster har ökat kraftigt de senaste åren och visar inga tecken på att avstanna. Men i takt med att användningen ökar så ökar även riskerna, för vad händer egentligen när de IT-tjänster som så många företag och privatpersoner förlitar sig på plötsligt fallerar eller på annat sätt blir oåtkomliga? För att skydda sig mot sådana scenarier så blir det allt vanligare bland företag som driver IT-tjänster att använda sig incidenthantering, vars syfte är att genom fördefinierade processer återställa IT-tjänster till fungerande läge när en incident väl inträffar. För att implementera en incidenthanteringsprocess är det vanligt att verksamheter använder någon form av ramverk eller metod för att underlätta och effektivisera arbetet, i skrivande stund heter de mest använda ramverken ITIL och COBIT. Det är mycket vanligt att en incidenthanteringsprocess i en verksamhet bygger på någon form av system eller applikation vars syfte är att underlätta och effektivisera hanteringen av incidenter, ett sådant system benämns ofta som incidenthanteringssystemet. Trots att ramverk som ITIL och COBIT är använda i stor utsträckning världen över så uppstår det ett problem i att de båda saknar fokus på incidenthanteringssystemet och vad ett sådant system skall klara av. För när ramverken inte tar upp en sådan central del av incidenthanteringsprocessen så innebär det att den implementerande verksamheten själva måste lägga tid och resurser på att reda ut hur ett sådant system skall fungera. Denna studie adresserar problemet med att de vanligast använda ramverken för incidenthantering inte behandlar det, för processen, så centrala incidenthanteringssystemet genom att undersöka och besvara följande forskningsfrågor. Vilka implicita och explicita krav bör ett incidenthanteringssystem uppfylla?  Vilka krav på incidenthanteringssystemet går att utläsa från de mest använda ramverken för incidenthantering?  Hur matchar de framtagna kraven de krav som ställts av en verksamhet ur näringslivet? Denna studie riktar sig framförallt till de verksamheter eller individer som anser sig ha nytta av en sammanställning av de krav som ett incidenthanteringssystem bör uppfylla och kan fungera som ett stöd vid implementering eller inköp av ett nytt incidenthanteringssystem. Genom att identifiera kraven som ställs på ett incidenthanteringssystem utifrån de mest använda ramverken för incidenthantering så bidrar studien med resurser för implementationen av nämnt system drastiskt minskar. Samt genom att presentera ett konkret exempel, fallstudien, och jämföra det med kraven från ramverken bidrar studien med en referenspunkt för verksamheter att utgå ifrån när de implementerar eller köper ett nytt incidenthanteringssystem. / The use of IT-related services has increased massively over the past years and it shows no signs to stop. But alongside the usage increasing the risks also increases, because what will happen when the IT-services that so many rely upon suddenly cease to function, or in other ways become inaccessible? To protect against such scenarios it is increasingly more common for IT-service businesses to use incident management, whose purpose is to recover IT-services to their functional state, using predefined processes, should an event occur. It is common for IT-service businesses when implementing an incident management process to use some kind of framework or method to facilitate and streamline its work process, and as of writing this paper, the most used frameworks are ITIL and COBIT. It is very common for an IT-service business that in the incident management process develop a system or application whose purpose is to facilitate and streamline the incident management, and these are commonly referred to as Incident Management Systems. Even though ITIL and COBIT being widely used worldwide, there are some weaknesses in them, regarding Incident Management Systems, since both of the frameworks lack focus and depth of what an Incident Management System should manage. Such lack of focus and depth of a vital and central part of the Incident Management process, may prove expensive to IT-service businesses since the business needs to investigate what the system needs to manage, and how to manage it. This paper address the problem with ITIL and COBIT lack of focus and depth regarding the central part of the incident management process, the Incident Management System by investigating and reciprocate the following questions. Which implied and explicit requirements should an Incident Management System meet?  Which Incident Management System requirements can be found from the most used frameworks regarding Incident Management?  How well does the identified requirements match those requirements made by a real world company? The target audience for this paper is mainly IT-service business or individuals that considers themselves in need of a compilation of requirements that an Incident Management System should meet and can be used as a supporting tool when implementing or purchasing a new Incident Management System. By identifying requirements that an Incident Management Systems should meet from the most used framework regarding Incident Management, this paper will contribute with means for the implementation of the Incident Management System, reducing the costs for the investigation of demands of such a system. It will also present interested parties with a concrete example, the single case study, to compare with the requirements from the frameworks, contributing with a benchmark for IT-service business to start from when implementing or purchasing an Incident Management System.

Nowadays, the companies providing the services about the Information Technology (IT) seek to remain competitive, establishing relations closer between the customers, their production processes and the business as a whole. The integration Technology and innovation processes of the information technology, including applications, systems, computing infrastructure and data communication, came to represent a high degree element to ensure business continuity becoming a variable to be inserted into the general management system corporations. Aiming to meet this need was created an Information Technology Infrastructure Library (ITIL). This framework sets out the methods from the best practices for the development and management of IT services, bringing together the necessary tools to manager in order to support their activities by virtue of the most efficient techniques designed scientifically. This work proposes an analysis, the case study in a public institution of research and development, demonstrating how the implementations of IT governance, along with models of best practices for service management, interact with managers the organizations processes. The research was supported by a bibliographic and documentary, qualitative and descriptive basis for identification of the administrative determination of this institution and its necessities and subsequent analysis of the applicability of ITIL with the institutions Service Operations, explaining the relevant aspects to be observed in its implementation. The survey of information was collected from various types of documents available in the institution and based on the experience of the researcher in the area. This research can be a guide in the special organizations and public sector managers with intention to accept any methodology for best practices of process organization in favor of provided benefits of implementing this study. / Atualmente as empresas provedoras de serviços de Tecnologia da Informação (TI) buscam se manter competitivas estabelecendo relações cada vez mais estreitas entre os clientes, seus processos produtivos e o negócio como um todo. As integrações tecnológicas de processos pela tecnologia da informação, incluindo aplicações, sistemas e infraestrutura computacional e de comunicação de dados, passaram a representar em alto grau elementos para garantir a continuidade do negócio passando a ser uma variável a ser inserida dentro do sistema de gestão geral das corporações. Visando suprir essa necessidade, foi criada a Information Technology Infrastructure Library (ITIL). Esse framework estabelece os métodos a partir das melhores práticas para o desenvolvimento e gerenciamento de serviços de TI, reunindo às ferramentas necessárias a gerência de forma a sustentarem suas atividades em virtude das mais eficientes técnicas concebidas cientificamente. O presente trabalho propõe uma análise, pelo estudo de caso realizado em uma instituição pública de pesquisa e desenvolvimento, demonstrando como a implementação da governança de TI, juntamente aos modelos de melhores práticas para gestão de serviços, interagem com a gerencia de processos da organização. A pesquisa foi sustentada por um embasamento bibliográfico e documental, qualitativo e de caráter descritivo, para identificação das características administrativas desse tipo de instituição e suas necessidades e posterior análise da possibilidade de aplicação do ITIL junto as Operações de Serviço da instituição, explanando os aspectos relevantes que devem ser observados nessa implementação. O levantamento de informações foi coletado de diversos tipos de documentos disponíveis na instituição bem como com base na vivência do pesquisador na área. Essa pesquisa pode servir de orientação a organizações e gestores em especial do setor público com intenção de adoção de alguma metodologia para boas práticas de organização de processos em prol dos benefícios providos da implementação desse estudo.

Made available in DSpace on 2016-04-04T18:31:24Z (GMT). No. of bitstreams: 1 Rafael Rodrigo Martinati.pdf: 892328 bytes, checksum: bb06e7a9c52ea61c8c7545d477f6b0f3 (MD5) Previous issue date: 2009-06-19 / The objective of this paper is to analyze the development of Service Level Agreement to Voice over Internet Protocol over WIFI services in compliance with COBIT, ITIL and ISO / IEC 20.000-1:20005 and ISO 38.500 frameworks, specially using perceived quality of speech as a SLA requirement . The models MOS, PESQ and E MODEL published by the ITU for evaluation of quality of speech analyzed was identified the hypothesis that the E MODEL provide compliance with the frameworks of ICT governance. It was emulated a Voice over Internet Protocol over WIFI scenario and measured is the variation of the R FACTOR, in different encoders and compared with the changes in jitter and rate of loss packets. We can conclude that E model has characteristics that make it able to be inserted into a Service Level Agreements for Voice over Internet Protocol over WIFI service. / Este trabalho discorre sobre acordos de n?vel de servi?os, ou Service Level Agreements (SLA) para servi?os Voice over Internet Protocol (VoIP) sobre redes Wireless Local Area Network (WLAN). Foram considerados como fundamentos os frameworks Control Objectives for Information and related Technologies (CobiT), Information Technology Infrastructure Library (ITIL) e as normas ISO/IEC 38.500 e ISO/IEC 20.000-1 e constatouse que a qualidade de fala percebida deve ser um requisito de um SLA para VoIP. Foram analisados os modelos de avalia??o de qualidade de fala Mean Opinion Score (MOS), Perceptual Evaluation of Speech Quality (PESQ) e Modelo E, publicados pela International Telecommunications Union (ITU) onde foi identificada a hip?tese de que o Modelo E esteja em conformidade com os frameworks de governan?a de Tecnologia da Informa??o e Comunica??o (TIC), por fornecer um indicador, o fator R, que pode ser considerado como um indicador de SLA. Para comprova??o desta hip?tese, foram analisados dados, obtidos em uma emula??o de um ambiente real de redes WLAN para medi??o da varia??o do fator R, utilizando-se de dispositivos codificadores (CODEC) e cen?rios diferentes. Constatou-se que o fator R apresentou a mesma tend?ncia de qualidade de fala nos diferentes dispositivos CODEC. Foram ent?o comparadas as varia??es de jitter e taxa de perda de pacotes nos mesmos cen?rios e codificadores para analisar se a varia??o destas m?tricas possui relacionamento com as medidas do fator R. Identificou-se ent?o que o fator R apresenta caracter?sticas que permitem que ele seja inserido em um SLA de um servi?o VoIP, viabilizando assim a requisitos de governan?a e gest?o de servi?os de TIC.

No description available.

Service-orientation and the underlying concept of service-oriented architectures are a means to successfully address the need for flexibility and interoperability of software applications, which in turn leads to improved IT support of business processes. With a growing level of diffusion, sophistication and maturity, the number of services and interdependencies is gradually rising. This increasingly requires companies to implement a systematic management of services along their entire lifecycle. Service lifecycle management (SLM), i.e., the management of services from the initiating idea to their disposal, is becoming a crucial success factor. Not surprisingly, the academic and practice communities increasingly postulate comprehensive IT support for SLM to counteract the inherent complexity. The topic is still in its infancy, with no comprehensive models available that help evaluating and designing IT support in SLM. This thesis presents a reference architecture for SLM and applies it to the evaluation and designing of SLM IT support in companies. The artifact, which largely resulted from consortium research efforts, draws from an extensive analysis of existing SLM applications, case studies, focus group discussions, bilateral interviews and existing literature. Formal procedure models and a configuration terminology allow adapting and applying the reference architecture to a company’s individual setting. Corresponding usage examples prove its applicability and demonstrate the arising benefits within various SLM IT support design and evaluation tasks. A statistical analysis of the knowledge embodied within the reference data leads to novel, highly significant findings. For example, contemporary standard applications do not yet emphasize the lifecycle concept but rather tend to focus on small parts of the lifecycle, especially on service operation. This forces user companies either into a best-of-breed or a custom-development strategy if they are to implement integrated IT support for their SLM activities. SLM software vendors and internal software development units need to undergo a paradigm shift in order to better reflect the numerous interdependencies and increasing intertwining within services’ lifecycles. The SLM architecture is a first step towards achieving this goal.

Basierend auf den erfolgreichen Einsätzen von Lean Management in der Automobilbranche und darauffolgend in weiteren Wirtschaftszweigen übernahmen auch immer mehr große IT-Dienstleister diese Prinzipien und Konzepte. Kaum ausgeprägt ist jedoch bisher der Einsatz von Lean Management in Unternehmen, die primär IT-Dienstleistungen für externe klein- und mittelständische Kunden anbieten. Die dazu notwendigen Produkte müssen individuell auf die Kundenanforderungen zugeschnitten sein und sind deshalb sehr heterogen und kostenintensiv. Werden die Potentiale in den Bereichen Personaleinsatz, Durchlaufzeiten und Qualität mittels der Anwendung von LM-Prinzipien ausgeschöpft, sind große Effizienzsteigerungen realisierbar. Deshalb ist es wert, gerade auch für das klein- und mittelständische Dienstleistungssegment zu überlegen, wie die Lean-Management-Prinzipien trotz dieser komplexen Problemstellung umgesetzt werden können. Zu diesem Zweck wird in der Arbeit auf Basis der leanen Grundüberlegung Vermeidung von Verschwendung ein Modell entwickelt, das das schlanke Managementkonzept mit dem Best-Practise-Framework ITIL verknüpft. Die Umsetzung dieses Modells lässt Effizienzsteigerungen, Verbesserungen in der Prozessqualität sowie die Erhöhung der Kunden- und Mitarbeiterzufriedenheit erwarten. / Based on the successful Lean Management applications in the automotive industry and, subsequently, in other sectors of the economy, a growing number of large IT service providers has adopted these principles and concepts. However, the use of Lean Management is hardly distinctive among companies that offer primarily IT services for external small and medium-sized customers. The products necessary for this must be individually tailored to customer requirements and are, therefore, heterogeneous and costly. If potential is fully utilized by applying Lean Management principles in the areas of human resource placement, lead times and quality, major gains in efficiency can be achieved. It is, therefore, worth considering how Lean Management principles can be implemented, in spite of the complex problem statement, even for the small and medium-sized service segment. Towards that end, within this paper a model is developed on the basis of the \"lean\" rationale of Waste Avoidance, which links the Lean Management concept with the Best Practice Framework of ITIL. The implementation of this model makes way for gains in efficiency, improvements in process quality, as well as increased satisfaction among customers and employees.

Ce travail de recherche se donne pour ambition d'explorer les effets de la multiplicité des normes et des référentiels de bonnes pratiques en systèmes d'information au niveau de la direction des systèmes d'information. L'enjeu principal de cette thèse est de mettre en évidence une question qui n'a pas été traitée auparavant dans la recherche académique. Les carences de littérature sur le sujet ainsi que le manque de lisibilité révélé dans la littérature praticienne soutiennent la singularité et le bien-fondé de notre question.Notre stratégie de recherche a été élaborée dans le but de contribuer à la connaissance d'un objet méconnu dans la recherche académique. La question de recherche a été mise à l'épreuve de la réalité professionnelle à l'aide d'un dispositif empirique qui s'articule autour de trois éléments. Tout d'abord, trois entretiens exploratoires nous ont permis d'affiner notre question de recherche et d'affirmer son intérêt vis-à-vis de la communauté professionnelle. Ensuite, dix entretiens semi-directifs auprès de cinq entreprises françaises ont eu pour but d'approfondir la compréhension des effets de la multiplicité des normes et des référentiels pour la direction systèmes d'information. Enfin, une étude de cas unique basée sur deux vagues d'entretiens approfondis avec le DSI d'une société française cotée à Wall Street, a eu pour ambition de prolonger la réflexion en se focalisant sur un aspect particulier de notre objet de recherche.Ces éléments ont été complémentaires et pertinents pour apporter un éclairage sur la multiplicité des normes et des référentiels en systèmes d'information. S'agissant d'une thématique non spontanément maîtrisée par les répondants, nous avons suggéré une mise en perspective de nos résultats à travers des clés de compréhension théoriques. En tenant compte de la nature exploratoire de notre recherche, les résultats de cette thèse constituent principalement des propositions plausibles et acceptables dont le but de suggérer des pistes de réflexion pour des projets de recherche ultérieurs. / The purpose of this research is to explore the effects of multiple standards and frameworks of best practices in information systems at the level of the Information Technology Department. The main challenge of this thesis is to highlight an issue that has not been addressed before in academic research. The lack of literature on the subject and the failure to grasp its scope the practitioner literature support the uniqueness and the merits of our research question.Our research strategy was developed in order to contribute to the knowledge of an unknown object in the academic research. The research question has been submitted to the professional reality using an empirical device based on three elements. First, three exploratory interviews allowed us to refine our research question and to highlight its importance to the professional community. Then, ten semi-structured interviews within five French companies have aimed to deepen the understanding of the effects of the multiple standards and frameworks of best practices for IT Department. Finally, a single case study based on two waves of extensive interviews with the CIO of a French company listed on NYSE, had the ambition to extend the reflection focusing on a particular aspect of our research object.These elements were complementary and relevant to shed light on the multiple standards and frameworks of best practices in Information System. As this is a theme that was not spontaneously controlled by respondents, we suggested a perspective of our results through theoretical understanding elements. Considering the exploratory nature of this research, the results of this thesis are mostly plausible and acceptable proposals which aim to suggest lines of inquiry for future research projects.

Made available in DSpace on 2016-12-01T19:18:47Z (GMT). No. of bitstreams: 1 omar1.pdf: 236755 bytes, checksum: ae17e0df7f1f8a1fad554dca3f7ff0f2 (MD5) Previous issue date: 2009-08-24 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Brazil s public delegate services offices are involved in a collective modernization process whose main objective is to simplify and improve the effectiveness and efficiency of the services provision through the use of emerging management models and technologies in order to provide the services electronically. The modernization process relies heavily on Information and Communication Technologies (ICT) and therefore this work proposes an ICT governance model, based on the industry best practices frameworks ITIL and COBIT, produced to guide the development, deployment and the use of ICT by the modernization process. A study of the ICT management frameworks ITIL and COBIT was performed, along with the research of the modernization process documentation and academic resources. A survey with the ICT managers and CIO s involved in the modernization process was also carried out to determine the current level of ICT governance maturity and identify ICT management needs. The results of this work include the presentation of the data collected and the proposition of an ICT governance model developed and customized specifically to address the modernization process ICT governance needs. Moreover, an implementation approach was also developed to mitigate and guide the deployment of the proposed model / As serventias extrajudiciais brasileiras estão envolvidas em um processo coletivo de modernização cujo objetivo principal é simplificar e incrementar a eficiência e eficácia da prestação de serviços através do emprego de modelos emergentes de gestão e novas tecnologias de forma a prover os serviços de forma eletrônica. O processo de modernização utiliza intensivamente tecnologias da informação e comunicação (TIC) e, em função disso, a presente dissertação propõe um modelo de governança de TIC, baseado nas melhores práticas padrões da indústria, ITIL e COBIT. O modelo foi produzido para guiar o desenvolvimento, implantação e utilização de TIC pelo processo de modernização. Um estudo dos frameworks ITIL e COBIT foi realizado, assim como a pesquisa da documentação e produção acadêmica existente a cerca do processo de modernização. Um conjunto de entrevistas com os gestores de TIC e CIO s envolvidos no processo, assim como um questionário aplicado às serventias extrajudiciais também foram realizados com o objetivo de determinar o estado atual e nível de maturidade, além de identificar necessidades, em termos de gestão de TIC. Os resultados desta pesquisa compreendem a apresentação dos dados coletados e a proposição de um modelo de governança de TIC desenvolvido e customizado especificamente de acordo com as necessidades do processo de modernização das serventias extrajudiciais brasileiras, em termos de governança de TIC. Além disso, uma abordagem para a implantação do modelo foi desenvolvida com o propósito de mitigar a complexidade e guiar a implantação do modelo proposto

Omvärlden förändras i en allt snabbare takt, vilket också försvårar driften av organisationer. Detta leder till ökad komplexitet av verksamheters applikationer och ökar kraven på IT-tjänsterna. Fokus behöver därför skiftas från den traditionella synen på IT och IT-förvaltning till en mer kund och tjänsteorienterad syn vilket kallas för IT Service Management (ITSM). Inom ITSM finns det ett antal ramverk och IT Infrastructure Library (ITIL) är det mest populära. ITIL är ett ramverk som fokuserar på processer och funktioner för att leverera och hantera en verksamhets IT-tjänster. ITIL syftar till att skapa fördelar såsom att förbättra tjänstekvalitén, minska kostnader, bli mer tidseffektiva, skapa bättre standarder och i slutändan förbättra kundnöjdheten.Det finns dock ett antal problem som verksamheter stöter på vid användningen av ITIL. För att kunna utnyttja och ta del av de fördelar som ITIL bidrar med, är det viktigt att kunna hantera dessa problem. Ett vanligt misstag är dock att fokus läggs på symptomen istället för den grundläggande orsaken. Syftet är därför att få en helhetsförståelse för de problem som uppstår vid användandet av ITIL, vilka orsakerna är och hur de kan hanteras. För att besvara frågeställningen utfördes en kvalitativ undersökning via semi-strukturerade intervjuer med tre respondenter som har praktisk erfarenhet av ITIL.Intervjuerna visade att respondenterna till stora delar plockade fram liknande problem, och att många av dem grundar sig i samma orsak. Exempel på problem som identifierades var att många hoppar över de strategiska processerna och att det råder en missuppfattning gällande ITIL. Den vanligaste orsaken visade sig vara okunskap, och att de inte vet hur det skall användas. Ett annat problem var att tjänsteleverantören inte efterföljer de införda ITIL-processerna och en orsak till detta visade sig vara att verksamheter har svårt att påvisa nyttan med ITIL. Detta visade sig kunna hanteras genom att analysera mätningar och använda dessa som underlag för att förklara varför ramverket används. / The world is changing rapidly, which complicates the management of organizations and leads to an increased complexity of an organisations applications as well as increased demands. Therefore the focus needs to change from the traditional aproach of IT-management to a more customer and service oriented view, which is called IT Service Management (ITSM). Within ITSM there is a couple of frameworks and standars, and the most popular is IT Infrastructure Library (ITIL). ITIL is a framework that focus on processes and functions to deliver and manage an organizations IT-services. ITIL aims to create advantages such as improved service quality, reduced costs, to be more time-efficient, create better standards which leads to improved customer satisfaction.However, there are a number of problems that businesses encounter when using ITIL. In order to utilize and take advantage of the benefits that ITIL is supposed to create, it is important to deal with these problems. However, a common mistake is to focus on the symptoms rather than the root cause. Therefore the aim of this study is to offer a holistic view of the problems arising from the use of ITIL, what the causes are and how they can be managed. To answer theese questions a qualitative study was conducted using semi-structured interviews with three respondents that have practical experience of ITIL.The analysis showed that the respondents identified similar problems, and that many of them are based in the same cause. Examples of identified problems is that it´s common to ignore the strategic processes and that there is a misconception regarding ITIL. The most common cause were found to be lack of knowledge, and that they don´t know how to use the framework. Another identified problem is that the service provider does not comply with the introduced ITIL processes. One of the reasons for this proved to be that the organizations have difficulties to demonstrate the value of ITIL to the staff working with the processes. One way to manage this problem appeared to be by analyzing the metrics and use this as a basis to explain why the framework is used.

The main objective of this diploma thesis is to identify the problems (restrictions, impasses) which are connected with the practical implementation described in the ITIL publication - the processes of ITSM. For achieving these objectives it was necessary to study extensive library of methodologies and standards that are being used in the area of IT service management (i.e. ITIL, CobiT, and ISO 20000). The conclusion is based on the results of consultations with the practicing specialists. The form of these consultations was a questionnaire elaborated in advance. The whole thesis can be separated into two logical units: the theoretical one and the practical one. The structure of theoretical part and the content of individual chapters are designed so that the reader can progressively acquire knowledge about the position of ITSM/ITIL in the area of methodologies and legislative standards intended for operating organization as a whole. In the other part of this thesis the relationship between, actually the most prestigious, two approaches to IT service management: ITSM and IT Governance is described. The chapter presenting other similar methodologies for IT service management follows in logical sequences. The introduction of practical part is dedicated to the basic characteristics of various ways of ITSM implementation (from the position of system integrator, in the form of internal project and in the public sector). The conclusion is divided into three units of the same titles as the main headstones of ITSM, these headstones are: the people, the tools and the processes. For every single unit I have elaborated the summary of the restrictions and the impasses that can appear during practical implementation of ITSM. The main contribution of this diploma thesis is just the last-mentioned, the compilation of summary of impasses related do the practical implementation of IT Service Management.