Alinhamento estratégico da TI: o caso da UFRN

It is considered that the Strategic Alignment IT is the first step within the IT Governance process for any institution. Taking as initial point the recognition that the governance corporate has an overall view of the organizations, the IT Governance takes place as a sub-set responsible for the implementation of the organization strategies in what concerns the provision of the necessary tools for the achievement of the goals set in the Institutional Development Plan. In order to do so, COBIT specifies that such Governance shall be built on the following principles: Strategic Alignment, Value Delivery, Risk Management, Performance Measurement. This paper aims at the Strategic Alignment, considered by the authors as the foundation for the development of the entire IT Governance core. By deepening the technical knowledge of the management system development, UFRN has made a decisive step towards the technical empowerment needed to the “Value Delivery”, yet, by perusing the primarily set processes to the “Strategic Alignment”, gaps that limited the IT strategic view in the implementation of the organizational goals were found. In the qualitative study that used documentary research with content analysis and interviews with the strategic and tactical managers, the view on the role of SINFO – Superintendência de Informática was mapped. The documentary research was done on public documents present on the institutional site and on TCU – Tribunal de Contas da União – documents that map the IT Governance profiles on the federal public service as a whole. As a means to obtain the documentary research results equalization, questionnaires/interviews and iGovTI indexes, quantitative tools to the standardization of the results were used, always bearing in mind the usage of the same scale elements present in the TCU analysis. This being said, similarly to what the TCU study through the IGovTI index provides, this paper advocates a particular index to the study area – SA (Strategic Alignment), calculated from the representative variables of the COBIT 4.1 domains and having the representative variables of the Strategic Alignment primary process as components. As a result, an intermediate index among the values in two adjacent surveys done by TCU in the years of 2010 and 2012 was found, which reflects the attitude and view of managers towards the IT governance: still linked to Data Processing in which a department performs its tasks according to the demand of the various departments or sectors, although there is a commission that discusses the issues related to infrastructure acquisition and systems development. With an Operational view rather than Strategic/Managerial and low attachment to the tools consecrated by the market, several processes are not contemplated in the framework COBIT defined set; this is mainly due to the inexistence of a formal strategic plan for IT; hence, the partial congruency between the organization goals and the IT goals.

Modelo basado en ITIL para la Gestión de los Servicios de TI en la Cooperativa de Caficultores de Manizales

Esta tesis comprende el diseño de un modelo para la Gestión de los servicios de TI acorde con las necesidades del área de tecnología de información de la Cooperativa de Caficultores de Manizales. El modelo se fundamenta en ITIL por ser el más completo de los referentes de ITSM actualmente, el cual pretende la medición y la mejora continua de la calidad de los servicios ofrecidos por el Área de TI, tanto desde la perspectiva del cliente como de la organización. El modelo fue desarrollado según la metodología mencionada, soportada en el Ciclo Deming, enfocado a la mejora continua de procesos y columna vertebral del ciclo de vida del servicio propuesto por ITIL. Inicialmente se realizó el diagnóstico de los procesos y la Gestión de Servicios de TI desarrollados por el área. En segundo lugar, se determinaron los elementos relevantes de ITIL aplicables al área de TI, evaluando el nivel de madurez actual y deseada de los procesos, apoyado en el modelo CMMI. En tercer lugar, fue elaborada la mejora de la adaptación de los procesos seleccionados fundamentados en ITIL, estructurándose procesos, roles, funciones y métricas. Finalmente, la propuesta se valida mediante la aplicación en el Servicio de Soporte a usuarios, derivándose los procesos ITIL de Gestión de Incidentes y Gestión de Peticiones. Dado que ITIL es un marco de trabajo que permite ser implementado de acuerdo con los requerimientos de la organización, la aplicación de este modelo puede ser realizado en otro tipo de organizaciones, adicionalmente que agrega valor a través de las áreas de TI.