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Šiuolaikiniame pasaulyje vykstant globalizacijai, informacinių sistemų panaudojimas apima vis daugiau, sparčiai, su naujomis technologijomis žengiančios įmonės verslo procesų. Didėjant įmonės verslo priklausomybei nuo naujų technologijų yra būtina optimaliai koordinuoti įmonėje vykstančius IT procesus. Yra nemažai tarptautiniu mastu pripažįstamų standartų, tačiau labai svarbu juos tinkamai pasirinkti bei taikyti. Šio darbo tikslas – išanalizuoti lyderiaujančius IT paslaugų kokybės valdymo standartus ITIL, CobiT bei ISO ir pasiūlyti optimalų sprendimą IT ūkio priežiūros problemai spręsti. Darbe nuosekliai aprašomi IT paslaugų valdymo metodologijos standartai, jų poreikiai ir galimybės. Apžvelgiama ITIL realizacija populiariausiuose programinės įrangos paketuose, pateikiama jų stipriųjų bei silpnųjų pusių analizė, rekomendacijos naujoms rinkoms. Pasiūlytos rekomendacijos lengvai gali būti pritaikomos pagal konkretaus verslo poreikius, tiek organizacijoms, kurios pačios prižiūri savo IT ūkį, tiek kompanijoms teikiančioms IT priežiūros paslaugas. / In the modern world Information Technologies are one of the most important parts of enterprise, even if IT is not key business. It‘s critical to support company‘s IT infrastucture in order to obtain as high effectiveness as it is possible. The goal of our Master thesis is to review leading IT quality management standarts and to propose IT support recommendations for companies. This work presents IT support stages and required software to establish best practice approaches for IT service management, based on ITIL. Proposed recommendations are not related to core business and organization‘s IT. They can be applied by organizations with support their IT themselves and by IT support outsourcing companies.

Darbas yra aktualus, nes viešojo sektoriaus įstaigose ir organizacijose kol kas nėra pakankamų žinių apie informacinių technologijų valdymo procesų tobulinimo metodus. Dažnai informacinių technologijų plėtra ir strateginis valdymas yra suprantama kaip technologinis, o ne kaip vadybinis uždavinys, todėl tampa atskirti nuo pagrindinių įstaigos veiklos procesų ir vyksta nepriklausomai nuo pagrindinės įstaigos veiklos. Šiame magistriniame darbe išanalizuotos Lietuvos viešojo sektoriaus informacinių technologių strateginio valdymo problemos nustatytas Lietuvos viešojo sektoriaus strateginio valdymo lygis. Šio darbo tyrimo objektas – Lietuvos Respublikos viešojo sektoriaus informacinių technologijų strateginis valdymas. Tikslas – nustatyti Lietuvos Respublikos informacinių technologijų strateginio valdymo galimybes, taikant tarptautinį standartą COBIT. Iškeltam tikslui pasiekti ir išspręsti tokie uždaviniai, kaip: informacinių technologijų strateginio valdymo svarba, atlikta teisinės bazės, reglamentuojančios viešojo sektoriaus informacinių technologijų valdymą, analizė, išanalizuotas tarptautinį standartą – COBIT ir sugretintas su Lietuvos teisine baze, tai pat atlikta ekspertų apklausa. Taip pat atliktas tyrimas patvirtino keliamą hipotezę: Lietuvos Respublikos viešojo sektoriaus informacinių technologijų srityje strateginio valdymo reglamentavimas teisės aktais neatitinka reglamentavimo pagal tarptautinį standartą – COBIT. Pirmoje dalyje pateikiama lietuvių ir užsienio mokslinės... [toliau žr. visą tekstą] / The work is important, because the lack of knowledge on improvement methods of the information technologies management processes exists in organisations and institutions of public sector. Information technologies development and strategic management is often understood as technological, but not administrative task and due to that it becomes desintegrated with the main institutional processes and goes independently from main institutional activities. In this master work problems of the strategic management of information technologies in public sector of Lithuania are analysed and the maturity level of the strategic management of public sector of Lithuania is determined. Analysis object of this work - strategic management of information technologies in public sector of the Republic of Lithuania. The objective – to determine strategic management of information technologies in public sector possibilities using international standard COBIT. For the analysis object reaching goals were solved - such as importance of the strategic management of information technologies, analysis of the legal basis, which regulates management of the public sector information technologies, analysed international standard COBIT and mapped with Lithuanian legal basis, performed interview of experts. Analysis performed confirmed raised hypothesis: regulation of the strategic management in area of public sector information technologies in the Republic of Lithuania does not meet regulations if to compare... [to full text]

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

The thesis deals with the possibilities of the quality information system assessment. The theoretical part of the thesis describes the information systems, explains the term quality in information systems and describes the methods of the IT processes maturity assessment. The implementation of selected methods of the IT process maturity assessment is the content of the practical part of the thesis. A questionnaire survey based on the selected methods was conducted in the SAINT-GOBAIN ADFORS CZ s.r.o. company. The survey was analyzed, the level of the Problem Management process maturity was defined and possible improvements of this process were suggested.

Thesis (M.Comm. (Accountancy))--University of Stellenbosch, 2005. / ENGLISH ABSTRACT: A technique that may be used to incorporate Risk Based Internal Auditing (RBIA) in the IT environment is to follow annual audit planning methodology steps. The IT infrastructure elements are linked to the business processes which they support. Their ranking are based on the risk assessments of the business process, the business process priority, the dependency of the business process on IT and the IT infrastructure element’s own risk assessment. CobiT is used as an auditing method, i.e. best practice guidance to audit against.

Made available in DSpace on 2015-03-05T18:41:00Z (GMT). No. of bitstreams: 0 Previous issue date: 23 / Nenhuma / Os serviços de TI têm sido percebidos cada vez mais como instrumento de vantagem competitiva aos negócios organizacionais e a sua influência no desempenho empresarial deverá continuar crescendo. Estes e outros fatores motivam as empresas a rever os seus atuais modelos de gestão de TI. A governança de TI tem sido tema de interesse de investigação, tendo um enfoque externo, que se refere às demandas de negócio e conseqüente necessidade de alinhamento estratégico, e um enfoque interno que se refere a organização de TI e seus processos. O uso de modelos pode auxiliar esta governança, pois induzem a conformidade, sistematizam e eliminam incertezas. Neste contexto, a presente dissertação avalia as práticas de governança de TI, o que envolve a alocação de recursos de capital humano próprio e de terceiros, em empresa do setor de saúde, à luz dos modelos de governança COBIT e BSC. / IT services have been more and more perceived as a competitive advantage instrument, and its influence should continue climbing up the charts. These and other factors lead the companies to review their IT management models. Lately, IT governance has turned into a subject of investigation interest and it has an outward approach, which is related to the business demands and consequent strategic alignment needs, and an internal approach, that refers to the IT organization and IT processes. The use of models can help this governance, because they lead to conformity, systemize e remove uncertainty. In this context, this dissertation assesses the IT governance practices, what involves organization and third-part human resources allocation in health business company, considering COBIT e BSC governance models.

Som en direkt reaktion på företagsskandalerna kring millennieskiftet började arbetet med att materialisera olika idéer för hur den finansiella datan kan kvalitetssäkras. Paul Sarbanes och Michael Oxleys arbete resulterade i Sarbanes-Oxley Act (SOX) och kom att bli det regelverk som antogs den 30 juli 2002. Lagen förespråkar starkt att företagen ska stärka den interna kontrollen över de finansiella data som ligger till grund för de finansiella rapporterna.Företag som är noterade på den amerikanska börsen är idag skyldiga att följa lagen och detsamma gäller deras dotterbolag i hela världen. Det har inneburit att lagen har fått en global betydelse för finansmarknaden och påverkar även företag här i Sverige. Det svåraste för företagen har varit att ta till sig lagen. Ett sätt har varit att översätta den till något som företaget kan applicera, en form av verktyg. För att en organisation ska adoptera ett verktyg ska det ha olika egenskaper; bland annat skall det vara modernt och effektivt. Verktyg som kan användas vid implementeringen av SOX är Committe of Sponsoring Organzations of the Treadway Commission (COSO) och Control Objectives for Information and related Technology (COBIT). De här verktygen har riktlinjer för hur ledningen ska utforma den interna kontrollen samt hur de ska uppföljas. Att bibehålla säkerheten på den interna kontrollen har blivit en planeringsfråga för ledningen och en process som kräver kontinuerligt arbete och uppföljning. Det här har fört våra tankar till att ta reda på hur efterarbetet med SOX-regleringen har skett inom IT-verksamheten bland företag.Uppsatsens syfte är att analysera företagsledningars förmåga att översätta SOX och uppföljningen av lagen för att säkerställa en god intern kontroll. Syftet är även att analysera företagsledningars förmåga att upprätta en god nivå av IT Governance samt att bidra för teoriutvecklingen på området. För att uppfylla vårt syfte har vi använt oss av en abduktiv och kvalitativ metod för att samla in data, datan har sedan bearbetats genom en narrativ metod. Dedata som vi har samlat in har delvis utgjorts av vetenskapliga artiklar och intervjuer med relevanta personer.Vis a vid teoriutvecklingen är det akademiska bidraget med den här att det inte finns och inte heller kommer att finnas några modeller för hur SOX ska implementeras i en organisation. Utifrån organisationens unika situation måste ledningen vara handlingskraftig och översätta SOX till riktlinjer och policys som identifierar organisationen. Till hjälp kan ledningen använda sig av ramverk som COSO och COBIT. Den bör också sträva efter att ha en hög nivå av IT Governance.Lever företaget inte upp till de legitimitetskrav och mode som samhället kräver kan det få förödande konsekvenser och företagets överlevnad kan sättas på spel. / Uppsatsnivå: D

Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-08-03T19:59:53Z No. of bitstreams: 1 Dissert Regina Ferreira da Silva.pdf: 1484473 bytes, checksum: bb52766fba7f073e4f52167e714c300e (MD5) / Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-08-24T14:08:28Z (GMT) No. of bitstreams: 1 Dissert Regina Ferreira da Silva.pdf: 1484473 bytes, checksum: bb52766fba7f073e4f52167e714c300e (MD5) / Made available in DSpace on 2017-08-24T14:08:28Z (GMT). No. of bitstreams: 1 Dissert Regina Ferreira da Silva.pdf: 1484473 bytes, checksum: bb52766fba7f073e4f52167e714c300e (MD5) Previous issue date: 2015-05-23 / A maioria das organizações, públicas e privadas, tem buscado a melhoria dos serviços oferecidos pelas áreas de TI, por meio da utilização de metodologias e de boas práticas de Gestão de Processos de Tecnologia da Informação, visando o alcance de seus objetivos estratégicos. Esta dissertação objetivou identificar os principais aspectos da Gestão de Processos de TI no setor público. Para isto, realizou-se uma revisão da literatura, apoiada em um estudo bibliométrico sobre as principais ferramentas e modelos relacionados ao tema, tais como o COBIT, ITIL e PMBOK. Com base nesses conceitos, foi desenvolvido um método para levantamento e priorização dos processos mais relevantes de TI em uma organização pública que pode ser adotado e utilizado por qualquer empresa. Concluiu-se que as organizações com os seus serviços, principalmente os de TI, precisam adotar melhores práticas de gestão de processos, de modo que possam alcançar melhores resultados. Recomenda-se, portanto, a utilização do COBIT 5 que apresenta melhores práticas de governança de gestão corporativa de TI reconhecido internacionalmente, e que define os processos de gestão que podem ser implantados, utilizando práticas e modelos de gestão de processos específicos. / Most organizations, public and private, has sought to improve the services offered by IT departments, through the use of methodologies and best practices Management Processes Information Technology, aimed at achieving its strategic objectives. This research aimed to identify the main aspects of IT process management in the public sector. For this, we carried out a literature review, based on a bibliometric study of the key tools and models related to the topic, such as COBIT, ITIL and PMBOK. Based on these principles, it developed a method to survey and prioritization of the most important IT processes in a public organization that can be adopted and used by any company. It was concluded that organizations with their services, mainly IT, processes need to adopt best management practices, so that they can achieve better results. It is recommended, therefore, the use of COBIT 5 that shows better corporate management IT governance practices internationally recognized, and that defines the management processes that can be deployed using practical and specific process management models.