SINIS – A method to support defining goals, strategies and indicators for IT Services
Abstract
Measurement is a key process to support organizations in management and improvement of processes, products and services. IT services literature states that indicators need to be aligned with goals and critical business processes to proper support decision-making. However, IT service departments often spend time and effort measuring without being sure about what the measurement results represent. In this paper, we present SINIS, a method to support defining goals, strategies and indicators for IT Services. We designed SINIS through incremental learning cycles during multiple qualitative studies and applied it in IT Security area of a global large company By using SINIS, organization could better align goals, strategies and indicators, and discard those not considered useful.References
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FORRESTER, E., BUTEAU, B., SHRUM, S., 2010, “CMMI For Services, Guidelines for Superior Service. CMMI-SVC Version 1.3”, 2nd Edition. SEI. AddisonWesley Professional
JÄNTTI , M., LAHTELA, A., KAUKOLA, J., 2010, “Establishing a Measurement System for IT Service Management Processes: A Case Study”. International Journal on Advances in Systems and Measurements, vol 3 no 3 & 4
KANEKO, T., KATAHIRA, M., MIYAMOTO, Y., KOWALCZYK, M., 2011, “Application of GQM+Strategies in the Japanese Space Industry” International Workshop on Software Measurement
KAPLAN, R., NORTON, D.P., 1996, “The Balanced Scorecard Translating Strategy Into Action”. Havard Business School Press, Boston
KILPI, T., 2001, “Implementing a software measures program at Nokia”, IEEE Software. Volume18, issue 6, pp. 72–77. ISSN: 0740-7459
LEPMETS, M., RAS, E., & RENAULT, A., 2011, “A Quality Measurement Framework for IT Services”. In Annual SRII Global Conference, San Jose, CA. pp. 767-774
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PETERSEN, K., GENCEL, C., ASGHARI, N., BETZ, S., 2015, An elicitation instrument for operationalizing GQM+Strategies (GQM+S-EI)”. Empirical Software Engineering, vol. 20 no. 4
SANTOS, THIAGO MARCONDES, 2015, “Computação Ubíqua para apoiar a educação musical: explorações com o Makey Makey”. Master Degree Dissertation, UNIRIO. 195pp.
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TRINKENREICH, B., SANTOS, G., BARCELLOS, M., 2015a, “Measures to Support IT Service Maturity Models – A Systematic Mapping Study”, 17th International Conference on Enterprise Information Systems (ICEIS), Barcelona, Spain
TRINKENREICH, B., SANTOS, G., 2015a “Measures to Support IT Service Maturity Models – A Case Study”, 17th International Conference on Enterprise Information Systems (ICEIS), Barcelona, Spain
TRINKENREICH, B., SANTOS, G., CONFORT, V., SANTORO, F., 2015b, “Toward using Business Process Intelligence to Support Incident Management Measures Selection and Service Improvement”. 27th International Conference Software Engineering Knowledge Engineering, Pittsburg, USA
TRINKENREICH, B., SANTOS, G., 2015b, “Evaluation of incident management process under the light of MR-MPS-SV maturity model and measurement to support IT Service quality improvement”, 14th Software Quality Brazilian Conference (SBQS), Manaus, Brazil
TRINKENREICH, B., SANTOS, G., BARCELLOS, M., 2015c, “SINIS A Method to Select Indicators for IT Services”, 16th International Conference on ProductFocused Software Process Improvement (PROFES), Bolzano, Italy.
WOHLIN, C., RUNESON, P., HÖST, M., REGNELL, B., WESSLÉN, 2012. Experimentation in Software Engineering, Springer, ISBN: 978-3642290435.
BARR, S., 2014, “Practical Performance Measurement Using the PuMP Blueprint for Fast, Easy and Engaging Performance Measures
BASILI, V., TRENDOWICZ, A., KOWALCZYK, M., HEIDRICH, J., SEAMAN, C., MÜNCH, J., ROMBACH D., 2005, “Aligning Organizations Through Measurement The GQM+Strategies Approach” Springer
BROOKS, P., 2006, “Measures for IT Service Management”. Van Haren, UK
COUGHLAN, P., COUGHLAN, D., 2002 “Action research for operations management”. International journal of operations & production management, v22
DRUCKER, P. F., 1954, “The Practice of Management”. Harper Collins, New York
FORRESTER, E., BUTEAU, B., SHRUM, S., 2010, “CMMI For Services, Guidelines for Superior Service. CMMI-SVC Version 1.3”, 2nd Edition. SEI. AddisonWesley Professional
JÄNTTI , M., LAHTELA, A., KAUKOLA, J., 2010, “Establishing a Measurement System for IT Service Management Processes: A Case Study”. International Journal on Advances in Systems and Measurements, vol 3 no 3 & 4
KANEKO, T., KATAHIRA, M., MIYAMOTO, Y., KOWALCZYK, M., 2011, “Application of GQM+Strategies in the Japanese Space Industry” International Workshop on Software Measurement
KAPLAN, R., NORTON, D.P., 1996, “The Balanced Scorecard Translating Strategy Into Action”. Havard Business School Press, Boston
KILPI, T., 2001, “Implementing a software measures program at Nokia”, IEEE Software. Volume18, issue 6, pp. 72–77. ISSN: 0740-7459
LEPMETS, M., RAS, E., & RENAULT, A., 2011, “A Quality Measurement Framework for IT Services”. In Annual SRII Global Conference, San Jose, CA. pp. 767-774
PARMENTER, D., 2015, “Key Performance Indicators – Developing, Implementing and Using Winning KPIs” 3rd Edition Wiley
PETERSEN, K., GENCEL, C., ASGHARI, N., BETZ, S., 2015, An elicitation instrument for operationalizing GQM+Strategies (GQM+S-EI)”. Empirical Software Engineering, vol. 20 no. 4
SANTOS, THIAGO MARCONDES, 2015, “Computação Ubíqua para apoiar a educação musical: explorações com o Makey Makey”. Master Degree Dissertation, UNIRIO. 195pp.
SOFTEX, 2015. “MPS.BR – Guia Geral MPS de Serviços”. www.softex.br
TSO. ITIL Service Operation, 2011.
TRINKENREICH, B., SANTOS, G., 2014, “Evaluation of measurement process for incidents, continuity and availability management under the light of MR-MPS-SV maturity model”, 10th Annual workshop for software and services Quality improvement (WAMPS), Campinas, Brazil
TRINKENREICH, B., SANTOS, G., BARCELLOS, M., 2015a, “Measures to Support IT Service Maturity Models – A Systematic Mapping Study”, 17th International Conference on Enterprise Information Systems (ICEIS), Barcelona, Spain
TRINKENREICH, B., SANTOS, G., 2015a “Measures to Support IT Service Maturity Models – A Case Study”, 17th International Conference on Enterprise Information Systems (ICEIS), Barcelona, Spain
TRINKENREICH, B., SANTOS, G., CONFORT, V., SANTORO, F., 2015b, “Toward using Business Process Intelligence to Support Incident Management Measures Selection and Service Improvement”. 27th International Conference Software Engineering Knowledge Engineering, Pittsburg, USA
TRINKENREICH, B., SANTOS, G., 2015b, “Evaluation of incident management process under the light of MR-MPS-SV maturity model and measurement to support IT Service quality improvement”, 14th Software Quality Brazilian Conference (SBQS), Manaus, Brazil
TRINKENREICH, B., SANTOS, G., BARCELLOS, M., 2015c, “SINIS A Method to Select Indicators for IT Services”, 16th International Conference on ProductFocused Software Process Improvement (PROFES), Bolzano, Italy.
WOHLIN, C., RUNESON, P., HÖST, M., REGNELL, B., WESSLÉN, 2012. Experimentation in Software Engineering, Springer, ISBN: 978-3642290435.
Published
2017-08-28
How to Cite
TRINKENREICH, Bianca; SANTOS, Gleison; BARCELLOS, Monalessa Perini.
SINIS – A method to support defining goals, strategies and indicators for IT Services. In: BRAZILIAN SOFTWARE QUALITY SYMPOSIUM (SBQS), 16. , 2017, Rio de Janeiro.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2017
.
p. 370-384.
DOI: https://doi.org/10.5753/sbqs.2017.15118.
