Esta é uma pesquisa sobre estratégias de implantação de sistemas de informação. O grande crescimento no uso das tecnologias de informação e das telecomunicações, principalmente, nos anos 90, impulsionou tanto a disponibilização quanto a utilização das informações, acarretando uma forte ‘dependência de informações’. As informações assumem papel vital e sua administração passa a ser fundamental para que a mesma assuma valor estratégico e propicie vantagens competitivas para as organizações. E uma das alternativas para preparar as empresas para essa nova realidade é a utilização de sistemas de informação na gestão de empresas. Os investimentos têm sido maciços mas amiúde os retornos não são alcançados. Desta forma, evidencia-se a necessidade e importância de um eficiente gerenciamento das tecnologias e investimentos para que, realmente, os resultados sejam significativos tendo em vista que tecnologia de informação é apenas um meio para que as organizações atinjam seus objetivos. Sendo assim, objetivou-se expor algumas das estratégias encontradas na literatura sobre o processo de investimentos em sistemas integrados de gestão empresarial ou enterprise resource planning. Além disso, apresentou-se, após estudo de casos, algumas das estratégias utilizadas pelos principais fornecedores desses sistemas para médias e grandes empresas no Brasil e as estratégias empregadas por um executivo de tecnologia de informação de uma grande corporação ao implantar um sistema de informação desenvolvido internamente. Após exposição de conceitos relevantes relacionados à pesquisa, como tecnologia de informação, estratégia de investimentos em tecnologias de informação, planejamento estratégico organizacional e de sistemas de informação, buscou-se relacionar, comparar e confrontar o levantamento bibliográfico com os resultados da investigação feita nas empresas estudadas. Ademais, foram comparadas as expectativas das organizações bem como dos mais relevantes fatores críticos de sucesso ao investirem em sistemas de informação e enterprise resource planning. Estas análises comparativas demonstraram as semelhanças e disfunções encontradas entre o referencial teórico e a prática de uma grande organização e a realidade de grandes fornecedores de sistemas integrados de gestão empresarial / This is a research on strategies of introduction to information systems. The use of information technologies and telecommunications has been on the increase, mainly in the 90’s and has greatly propelled the availability as well as the utilization of information conveying an increasing “reliance on information”. Information plays a vital role and its application becomes fundamental so that it gains strategic value and provide competitive advantages for the organizations. The utilization of information technology by the enterprise management, has been on alternative to prepare them for this new reality. Heavy investments have led results not always satisfactorily achieved. Therefore, it is evident the necessity and importance of an efficient management of technologies and investments so that, in fact, results are significant, considering that information technology is only an effective means so that organizations reach their goals. Thus, some of the strategies found in the literature on the process of investments in enterprise resource planning have been exposed. Moreover, after reviewed cases, some of the strategies used by key suppliers of these systems to large and middle-sized companies in Brazil plus the strategies applied by an information technology executive of a great corporation after introducing an internally developed information system. After the introduction of relevant concepts connected to researches such as, information technology, investment strategy on information technology, organizational strategic planning and of information systems, a bibliographical survey has been compared and confronted with the result of the inquiry held in the companies surveyed. Furthermore, expectations of the organizations as well as those of the most important critical factors of success have been compared invest in information systems and enterprise resource planning. Such comparative analyses have shown the similarities and inactivities found between the theory and experience of a great organization and the reality of great suppliers of enterprise resource planning

A Governança da Tecnologia da Informação tem atraído interesse crescente nas organizações e no meio acadêmico, refletindo a importância e a evolução da Tecnologia da Informação na sociedade moderna. Inspirada na Governança Corporativa, a Governança da Tecnologia da Informação relaciona-se com a qualidade das decisões e ambiciona assegurar que as expectativas para a Tecnologia da Informação sejam realizadas, viabilizando a medição do desempenho, a gestão dos recursos e o controle dos riscos. Frequentemente (e não adequadamente), a Governança da Tecnologia da Informação é considerada como um tipo especial de gestão, e alguns dos modelos conhecidos como referência para a Governança da Tecnologia da Informação são dedicados a aspectos operacionais. A Governança da Tecnologia da Informação extrapola modelos de referência ou estilos de gerenciamento e está relacionada com os assuntos mais estratégicos. Motivado pelas lacunas na delimitação dos escopos e das fronteiras entre a Governança e a Gestão da Tecnologia da Informação, este trabalho investiga os elementos diferenciadores entre estes temas. São analisadas as definições, os escopos e os modelos teóricos da Governança da Tecnologia da Informação. Alicerçada na revisão da literatura, é feita uma pesquisa qualitativa baseada nos estudos de casos de quatro empresas brasileiras com programas de Governança de Tecnologia da Informação implantados. / Information Technology Governance has gathering increasing interest both in organizations agenda and in academic research, reflecting the importance and evolution of Information Technology in society. Inspired by Corporate Governance, Information Technology Governance is related to the quality of decisions and aims to assure that expectations to Information Technology are achieved by performance measurement, resource management and risk control. This work is motivated by gaps in delimitating the borders between Information Technology Management and Information Technology Governance. Information Technology Governance is frequently (and not adequately) considered as a special class of Information Technology Management, and some Information Technology Governance models are indeed dedicated to operational aspects of Information Technology. Information Technology Governance is in fact more than reference models or a management style, dealing with more strategic issues in IT agenda. This research project aims to investigate differences between Information Technology Governance and Information Technology Management, by means of analyzing the scope and the reference models of Information Technology Governance. Based on a literature review, a qualitative research using case study is conducted in the context of four Brazilian companies with implemented Information Technology Governance programs.

The aim of this research is to evaluate the process and impact of outsourcing information technology (IT) services of Eastern Cape Treasury Department (ECTD) to State Information Technology Agency (SITA). This research study has been prompted by the fact that the South African Government through the National Department of Public Service and Administration has established SITA with a sole purpose of improving service delivery by all national, provincial and local government departments. The researcher’s concern is whether the relationship between SITA and these departments is working or not. The research paradigm adopted is a constructivist approach and the ontological position adopted assumed multiple realities. The research method used in this study is the evaluation research method. Key to the research procedure was the fact that four senior officials were interviewed using audio recording, where in two were each chosen from SITA and ECTD. The researcher used document analysis and interviews as a means of collecting data. Separate open-ended questions for SITA and ECTD were structured in such a way that it would be easy to extract themes describing the details of a particular question. The researcher made use of thematic analysis. The theory drive-code development process was key in the research analysis. ECTD outsourced to SITA the following IT services, namely, provision or maintenance of a private telecommunication network (PTN) or a value-added network (VAN); transversal information systems and its data-processing or associated services; training in IT/IS; application software development; maintenance services for IT software or infrastructure; data-processing or associated services for specific IT applications or systems such as website development; and IT support. The interviewed officials from ECTD contend that they used the SCM Guide and SITA ACT when pursuing IT outsourcing for projects such as those listed above. One of the key projects outsourced to SITA is the IFMS, which is a project programme of the National Treasury Department working closely with provinces (e.g. ECTD), National Department of Public Service and Administration (NDPSA) and SITA. The IFMS project has been implemented following the SCM guidelines. The key SCM Guide components are demand, acquisition, logistics, and disposal management. The engagement model used by SITA to guide them on the process of engaging in an IT outsourcing relationship has, according to the officials interviewed, been a success. SITA uses a standard contract wherein other specific contracts receive minor adjustments. The impact of IT outsourcing has shown increases in customer satisfaction improvement, transformation of government procurement and provisioning practices, appointment of Consultants, interpretation of the Preferential Procurement Policy, promotion of the consistent application of Best Practices, information systems security environment, and improving service delivery.

M.Tech. / Service Oriented Architecture has many advantages. For example, organisations can align business with Information Technology, reuse the developed functionality, reduce development and maintain cost for applications. Organisations adopt Service Oriented Architecture with the aim of automating and integrating business processes. However, it has information security vulnerabilities that should be considered. For example, applications exchange information across the Internet, where it can be tampered with. Information security is therefore one of the crucial qualities that need to be satisfied within information systems. This dissertation addresses the issue of information security within Service Oriented Architecture applications. Some organisations rely on Service Oriented Architecture governance tools when securing information in their Service Oriented Architecture environment. However, they may purchase them without investigating whether they include information security. The aim of this dissertation is to analyse whether these tools include information security. Each tool is benchmarked against the five information security services, defined by the ISO 7498/2 document and including identification and authentication, authorisation, confidentiality, integrity and non-repudiation. The dissertation concludes with a table summarising the results. This dissertation offers decision-makers information that can assist them in analysing whether Service Oriented Architecture governance tools includes information security. It also assists organisations to be aware of security vulnerabilities within Service Oriented Architecture applications, and the consequences that may arise if information security measures are ignored.

The revolutionary migration within the health care sector towards the digitisation of medical records for convenience or compliance touches on many concerns with respect to ensuring the security of patient personally identifiable information (PII). Foremost of these is that a patient’s right to privacy is not violated. To this end, it is necessary that health care practitioners have a clear understanding of the various constructs of privacy in order to ensure privacy compliance is maintained. This research project focuses on an investigation of privacy from a multidisciplinary philosophical perspective to highlight the constructs of information privacy. These constructs together with a discussion focused on the confidentiality and accessibility of medical records results in the development of an artefact represented in the format of a model. The formulation of the model is accomplished by making use of the Design Science research guidelines for artefact development. Part of the process required that the artefact be refined through the use of an Expert Review Process. This involved an iterative (three phase) process which required (seven) experts from the fields of privacy, information security, and health care to respond to semi-structured questions administered with an interview guide. The data analysis process utilised the ISO/IEC 29100:2011(E) standard on privacy as a means to assign thematic codes to the responses, which were then analysed. The proposed information privacy model was discussed in relation to the compliance requirements of the South African Protection of Personal Information (PoPI) Bill of 2009 and their application in a primary health care facility. The proposed information privacy model provides a holistic view of privacy management that can residually be used to increase awareness associated with the compliance requirements of using patient PII.

The purpose of this diploma is to describe the IT server infrastructure and map out ways in which it may be find. In addition, aims to clarify the concept of management of infrastructure and describe the processes and activities required to manage server infrastructure. Subsequently, examine options and software features to support the management and benefits of their use. On the basis of these findings are developed and described models of effective managements for the particular states of server infrastructure. In detail are also explained the concepts, which can be achieved by changes in infrastructure. Models of effective management is established with regard to the need and level of implementation of various management activities, in different stages of maturity infrastructure. Some of the requirements arising from the level and condition of infrastructure must be support by the appropriate software. Models, therefore, also contain requirements for software at various levels of infrastructure maturity. Described and discussed are also other influences, which are the size of infrastructure, skills of managers and environmental influences. Part of this work is also a practical demonstration of software for managing server infrastructure, and a description of its properties.

Observations in the information technology (IT) support environment and generalizations from the literature regarding problem resolution behavior indicate that computer support staff seldom store reusable solution information effectively for IT problems. A comprehensive model of the processes encompassing problem arrival and assessment, expertise selection, problem resolution, and solution recording has not been available to facilitate research in this domain. This investigation employed the findings from a qualitative pilot study of IT support staff information behaviors to develop and explicate a detailed model of problem trajectory. Based on a model from clinical studies, this model encompassed a trajectory scheme that included the communication media, characteristics of the problem, decision points in the problem resolution process, and knowledge creation in the form of solution storage. The research design included the administration of an extensive scenario-based online survey to a purposive sample of IT support staff at a medium-sized state-supported university, with additional respondents from online communities of IT support managers and call-tracking software developers. The investigator analyzed 109 completed surveys and conducted email interviews of a stratified nonrandom sample of survey respondents to evaluate the suitability of the model. The investigation employed mixed methods including descriptive statistics, effects size analysis, and content analysis to interpret the results and verify the sufficiency of the problem trajectory model. The study found that expertise selection relied on the factors of credibility, responsibility, and responsiveness. Respondents referred severe new problems for resolution and recorded formal solutions more often than other types of problems, whereas they retained moderate recurring problems for resolution and seldom recorded those solutions. Work experience above and below the 5-year mark affected decisions to retain, refer, or defer problems, as well as solution storage and broadcasting behaviors. The veracity of the problem trajectory model was verified and it was found to be an appropriate tool and explanatory device for research in the IT domain.

This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of control companies of similar size and industry. The IT leader companies were selected from the Information Week 500 list published annually from 2001 to 2004. For a company to be selected as IT leaders, it needed to be listed at least twice during the period. Furthermore, it had to be listed in the American Customer Satisfaction Index (ACSI) so that its customer satisfaction level could be assessed. Standard & Poor's Compustat and the ACSI scores were used to test for changes in business performance. The study found that the IT leaders had a raw material cost measured by cost-of-goods-sold to sales ratio (COGS/S) than the control companies. However, it found no evidence that firms' IT capability affects employee capability, customer value, customer satisfaction, and profit. An important implication from this study is that IT becomes a commodity and an attempt to gain a competitive advantage by overinvesting in IT may be futile.

<p>COVID-19 forced mass transitions to remote working across industries, significantly so in Higher Education Institutes (HEIs). ICT divisions were significantly tested as the provided service and support for remote work/learning. The purpose of this research is to characterize successful ICT practices in support of remote work/learning within HEIs. </p> <p><br></p> <p>This study investigates the current literature on HEIs, remote work ICT support, and Critical Success Factors (CSFs). Gaps in the current knowledge inform investigation into the factors of successful support as identified by HEI ICT professionals. A narrative literature review is conducted to explore the research on HEIs, remote work ICT support, and CSFs. Thereafter, subject matter experts are interviewed through a semi-structured interview approach. Content analysis is employed to characterize successful ICT support to remote work within HEIs. </p> <p><br></p> <p>While ICT support took on many different approaches in HEIs across North America, several themes emerged as consistent to providing successful ICT support to remote learning. The characteristics of successful support to remote work/learning are organized under the following themes: leadership qualities, customer emphasis, RW ICT tools, organizational factors, and combating digital inequity. This study offers practitioners areas of consideration to examine their plans and policies. </p> <p><br></p> <p>Future research is proposed to include studies on other emergency events, the impacts of covid lockdown on future policies, military education, and demographic specific research. Remote work practices and strategies vary greatly by industry and organizational structure. This research focuses on HEIs thus generalizability may be limited. </p>

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