SINIS – A method to support defining goals, strategies and indicators for IT Services
Resumo
A medição é um processo chave para apoiar as organizações na gestão e melhoria de processos, produtos e serviços. A literatura de serviços de TI afirma que os indicadores precisam estar alinhados às metas e aos processos críticos de negócios para dar suporte adequado à tomada de decisões. No entanto, os departamentos de serviço de TI geralmente gastam tempo e esforço medindo sem ter certeza do que os resultados da medição representam. Neste artigo, apresentamos o SINIS, um método de apoio à definição de metas, estratégias e indicadores para Serviços de TI. Projetamos o SINIS por meio de ciclos incrementais de aprendizagem durante múltiplos estudos qualitativos e os aplicamos na área de Segurança de TI de uma grande empresa global. Com o SINIS, a organização conseguiu alinhar melhor metas, estratégias e indicadores, e descartar aqueles considerados não úteis.Referências
BARCELLOS, M. P., FALBO, R.D., ROCHA, A.R., 2012, “Using a Reference Domain Ontology for Developing a Software Measurement Strategy for High Maturity Organizations” 16th IEEE International Enterprise Distributed Object Computing Conference p.114
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.
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.
Publicado
28/08/2017
Como Citar
TRINKENREICH, Bianca; SANTOS, Gleison; BARCELLOS, Monalessa Perini.
SINIS – A method to support defining goals, strategies and indicators for IT Services. In: SIMPÓSIO BRASILEIRO DE QUALIDADE DE SOFTWARE (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.
