ESTUDO DA ADOÇÃO DAS MELHORES PRÁTICAS EM TI ITIL E INTEGRAÇÃO COM A METODOLOGIA DE GESTÃO E AVALIAÇÃO DE DESEMPENHO BSC
Avaliação de desempenho
Governança
Metodologia da gestão
Gestão do conhecimento
Planejamento estratégico
Administração
Melhores práticas
Gestão estratégica
Gestão de perfomance
Alinhamento estratégico
Information Technology
Best Practices
ITIL
Strategical Management
Balanced Scorecard
BSC
Governance
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
Abstract
The present work is a study and proposal of integration of the best practical in
Information Technology defined by international organization OGC (Office of Governant
Commerce), assigned and defined in its methodology ITIL (IT Infrastructure Library), with
the appraised methodology and the model of the Balanced Scorecard by Kaplan e Norton
(1997), in what it says about the Governance of Information Technology and the current
situation of the management and measurement about the results of the adoption of the best
practical in Information Technology ITIL in the organizations. Each time, more and more
organizations are showing as having the Information Technology of the strategical and
necessary factor for the improvement of its performance and competitiveness in the world of
the businesses. Although this strategical consideration and the more representative
investments in Information Technology, nor always exists an evaluation of the results reached
for Information Technology in the strategical performance of the organizations. It exist a great
difficulty in the gauging and control of the products and services of Information Technology,
at the same time where a consensus appears that the adoptions of the best practical in
Information Technology produce the best ones resulted. Based in these premises, this work
has the following objectives: to evaluate the current level of the adoption of the best practical
in Information Technology ITIL in the organizations with operations in our country and to
evaluate the management model BSC of strategical evaluation of performance as a possible
instrument of measurement of the results of the adoption of the best practical of Information
Technology ITIL. To support of the raised hypotheses, a field research between
representatives companies with national performance, in some segments that use, provide
products and/or services with Information Technology. The hypotheses had been tested
through the analysis and comparison of the gotten results and as product and final
contributions are presented a current scene of the corporative market of the organizations
about how much to the integration of the best practical in Information Technology,
methodology BSC and the current situation of measurement for the continuous gauging of the
results of the adoption of the best practical ITIL by the organizations.
[Texto sem Formatação]
[Texto sem Formatação]
Document type
DissertaçãoFormat
application/pdf
Subject(s)
Tecnologia da informaçãoAvaliação de desempenho
Governança
Metodologia da gestão
Gestão do conhecimento
Planejamento estratégico
Administração
Melhores práticas
Gestão estratégica
Gestão de perfomance
Alinhamento estratégico
Information Technology
Best Practices
ITIL
Strategical Management
Balanced Scorecard
BSC
Governance
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
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