Gestão de riscos na execução de serviços de tecnologia da informação em contratos com base na instrução normativa 04/2010

Abstract

Organizational performance measurement is paramount in service quality evaluation. Hired services companies should measure its performance to seek offering what was bought. On the other hand, the services hiring companies may need to audit and assure that the correct services are being delivered. Risk management techniques may be used to identify and treat service execution risks, assuring objectives' reach. This case-study assess hiring Information Technology (IT) team service execution quality on Brazil Public Federal Administration contracts ruled by Normative Instruction 04/2010. Risk management techniques present in ABNT NBR ISO 31000 were used and through the risk management processes allow identifying, analyzing, assessing and treating those risks. Additionally techniques such as cause and effect diagram, failure mode and effect analysis, and multicriteria present in the complementary standard ABNT NBR ISO 31010 were applied. BPM CBOK and ITIL v3 were also used to help stablishing the context and to support risk management process. By the risk management process on ABNT NBR ISO 31000 the service operation team and behavior were analyzed using three different client data collected service operation registries. The results of this study revealed that the service execution at these three client are not being handled properly and some improvements were suggested. Working process reengineering, process and service documentation standard were created to help the maturity and control improvement at the hiring and at the hired companies.

Análise de riscos do processo de execução financeira na área de TI e propostas de melhoria: aplicação de FMEA e FTA

“…Discussões sobre contingenciamento de recursos e restos a pagar no orçamento federal do SUS e estudo relativo à contratação em tecnologia da informação também foi levantamento apurado no emprego do TEMAC (Alves, 2015;Vieira & Santos, 2018).…”