Information technology service management processes maturity in the Brazilian Federal direct administration

Vitoriano, Maria Albeti Vieira; Neto, João Souza

doi:10.4301/s1807-17752015000300009

Cited by 7 publications

(7 citation statements)

References 2 publications

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“…In the public sphere, administration involves, in addition to the management, delivery, and execution of public services, the direction and exercise of the intention to achieve a useful purpose. It comprises both the administrative function, exercised through the administrative organs, and the political function, which is exercised by the governmental agencies [10]. Public Administration is the whole state apparatus, foreordained to the accomplishment of its services, aiming at the satisfaction of the collective needs [11].…”

Section: Brazilian Public Administrationmentioning

confidence: 99%

Proposal of an Implementation Methodology of ICT Processes

et al. 2019

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The challenge to enhance the use of Information Communication Technology (ICT) in the Brazilian Federal Public Administration involves not only technological issues but also staff training, adaptation to new culture, and understanding of processes. Furthermore, knowledge must be well aligned and articulated so that ICT resources are applied efficiently and effectively, meeting the needs of society, ensuring the provision of quality public service and, above all, providing better conditions for the exercise of functions performed by employees. This article presents an account of the implementation of the ICT processes in a State Company based on the ICT Governance Kit proposed for the Secretariat of Coordination and Governance of State Companies. During the execution of the case study, we surveyed the initial diagnosis of the processes performed by the State, as well as brainstormings and semi-structured interviews to help the implementation process. The diagnosis made it possible to identify the level of maturity of the existing ICT processes in the State and to verify if they were being carried out in the best possible way. The driving dynamics worked as a pilot, allowing the exchange of knowledge between teams, improvements suggestion in some processes of the Kit and the definition of a proposed methodology for the implementation of the Kit that could serve as a model to be used by other States which will implement the Kit. Lastly, the processes contemplated in the Kit were considered adherent by the execution team (State employees specialists in ICT Governance who participated in the implementation process), and the suggested artifacts were validated.ICT has been consolidating itself as a strategic asset, integrating resources, processes, methods, techniques to obtain, process, store, disseminate, and make use of the information [3]. From this point of view, ICT Governance guarantees the excellent and regular management of ICT services, which are deployed to meet the corporate strategy of an organization. However, this alignment is only feasible with a structured planning that reflects how the ICT will contribute, through the achievement of its goals and actions, to the achievement of the organizational purposes. Thus, it is pertinent and relevant to develop the maturity of the technologies used by the information systems, as well as the management and governance processes associated [4].In order for ICT assets to perform well in an organization, the existence of transparency is essential in the information managed and should be made available to society. State Companies of the Brazilian Federal Executive Administration, in the context of coordination and governance of these companies by the State Companies Coordination and Governance Secretariat (SEST), aim to achieve this transparency. Currently, there are more than 130 state-owned companies with several formations and histories, where transparency in the managed information and making it available involve technology and process solutions. These processes mi...

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Section: Brazilian Public Administrationmentioning

confidence: 99%

Proposal of an Implementation Methodology of ICT Processes

et al. 2019

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“…On the other side, Vitoriano and Neto's (2016) methodology was based on the Process Maturity Framework (PMF), a maturity model described in the ITIL's (v2) reference model. To use this maturity model, one is required to perform some interviews with questions related to the five maturity levels, such as initial, repetitive, defined, managed, and optimized; the information is collected on five basic processes of ITSM.…”

Section: It Frameworkmentioning

confidence: 99%

An Overlapless Incident Management Maturity Model for Multi-Framework Assessment (ITIL, COBIT, CMMI-SVC)

Aguiar

Pereira

Vasconcelos

et al. 2018

IJIKM

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Aim/Purpose: This research aims to develop an information technology (IT) maturity model for incident management (IM) process that merges the most known IT frameworks’ practices. Our proposal intends to help organizations overcome the current limitations of multiframework implementation by informing organizations about frameworks’ overlap before their implementation. Background: By previously identifying frameworks’ overlaps it will assist organizations during the multi-framework implementation in order to save resources (human and/or financial). Methodology: The research methodology used is design science research (DSR). Plus, the authors applied semi-structured interviews in seven different organizations to demonstrate and evaluate the proposal. Contribution: This research adds a new and innovative artefact to the body of knowledge. Findings: The proposed maturity model is seen by the practitioners as complete and useful. Plus, this research also reinforces the frameworks’ overlap issue and concludes that some organizations are unaware of their actual IM maturity level; some organizations are unaware that they have implemented practices of other frameworks besides the one that was officially adopted. Recommendations for Practitioners: Practitioners may use this maturity model to assess their IM maturity level before multi-framework implementation. Moreover, practitioners are also incentivized to communicate further requirements to academics regarding multi-framework assessment maturity models. Recommendation for Researchers: Researchers may explore and develop multi-frameworks maturity models for the remaining processes of the main IT frameworks. Impact on Society: This research findings and outcomes are a step forward in the development of a unique overlapless maturity model covering the most known IT frameworks in the market thus helping organizations dealing with the increasing frameworks’ complexity and overlap. Future Research: Overlapless maturity models for the remaining IT framework processes should be explored.

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“…O foco do ITIL é prover um modelo de boas práticas para gerenciamento dos serviços de TI. Desde sua criação sua adoção vem crescendo e o tornando um modelo aceito internacionalmente (Cartlidge, 2007;Pereira & Silva, 2010;Nenickova, 2011;Vitoriano & Souza Neto, 2015). Atualmente está na terceira versão, composta por cinco livros que abordam: estratégia, desenho, transição e operação dos serviços de TI nas organizações, além de trazer um livro que trata da melhoria contínua destes serviços (Vitoriano & Souza Neto, 2015).…”

Section: Modelos Para Avaliação Da Maturidade Da Governança De Tiunclassified

Governança de Tecnologia da Informação: Uma Análise do Nível de Maturidade em Empresas Atuantes no Brasil

Gonçalves

Gaspar

Cardoso

2016

GeP

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Double Blind Review pelo SEER/OJS Revisão: Gramatical, normativa e de formatação GOVERNANÇA DE TECNOLOGIA DA INFORMAÇÃO: UMA ANÁLISE DO NÍVEL DE MATURIDADE EM EMPRESAS ATUANTES NO BRASIL RESUMO O uso de tecnologia da informação (TI) tem crescido visando proporcionar maior suporte ao controle do negócio, notadamente em função do complexo ambiente empresarial atual, no qual a governança corporativa nas empresas tem sido cada vez mais requerida pela sociedade. A partir desse contexto, as áreas de sistemas de informação das empresas também tem desenvolvido ações voltadas à governança de TI. Esta pesquisa objetivou mensurar o nível de maturidade da governança de TI em empresas atuantes no Brasil. Dessa forma, foi realizada uma pesquisa descritiva qualitativa junto a 107 grandes empresas com atividades no país. Os dados foram coletados por meio de questionários de autopreenchimento, que foram analisados com o emprego de técnicas estatísticas. Os principais resultados auferidos na pesquisa de campo mostraram um elevado nível de maturidade da governança de TI nas empresas prospectadas, o que evidencia que a governança de TI é evoluída nas empresas analisadas. Em complemento, as empresas pesquisadas declararam que seus negócios são dependentes da TI em algum nível e, ainda, que os maiores níveis de dependência foram declarados justamente pelas empresas que obtiveram os maiores níveis de maturidade da governança de TI.

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Information technology service management processes maturity in the Brazilian Federal direct administration

Cited by 7 publications

References 2 publications

Proposal of an Implementation Methodology of ICT Processes

Proposal of an Implementation Methodology of ICT Processes

An Overlapless Incident Management Maturity Model for Multi-Framework Assessment (ITIL, COBIT, CMMI-SVC)

Governança de Tecnologia da Informação: Uma Análise do Nível de Maturidade em Empresas Atuantes no Brasil

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