Structuring Software Development as an IT Service: A Practical Experience
Abstract
In organizational environments involving systems in production, it is not always possible to predict development demands that will arise. In this scenario, it becomes a business advantage for suppliers to structure themselves in order to provide services able to deal with these demands, properly handling their volume and their treatment priority. In this paper, we report the experience of structuring software development as an IT service delivery according to a service level agreement (SLA) established along with the customer to meet their business needs. Both, the external vision, through contractual terms, and the internal vision, through managerial controls used to meet the SLA, are presented.
Keywords:
Software Development, IT Service, Practical Experience
References
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Kalinowski, M., Card, D.N., Travassos, G.H. (2012). “Evidence-Based Guidelines to Defect Causal Analysis”, IEEE Software, vol. 29, no. 4, pp. 16-18, July-Aug. 2012, doi: 10.1109/MS.2012.72
Kalinowski, M., Santos, G., Reinehr, S., Montoni, M., Rocha, A. R., Weber, K.C., Travassos, G. H. (2010). “MPS.BR: Promovendo a Adoção de Boas Práticas de Engenharia de Software pela Indústria Brasileira”. XIII Congreso Iberoamericano en "Software Engineering" (CIBSE), Cuenca, Equador, 2010.
Kalinowski, M., Spínola, R.O., Dias Neto, A.C., Bott, A., Travassos, G. H. (2007). “Inspeções de Requisitos de Software em Desenvolvimento Incremental: Uma Experiência Prática”, VI Simpósio Brasileiro de Qualidade Software (SBQS), Porto de Galinhas – PE, Brasil, 2007.
SEI – Software Engineering Institute (2010). “CMMI-SVC – Capability Maturity Model Integration for Services”. Disponível em www.sei.cmu.edu/cmmi
SOFTEX (2012). “MR-MPS-SV – Guia Geral MPS de Serviços”. Disponível em www.softex.br/mpsbr
TSO – The Stationery Office (2011). “ITIL – Information Technology Infrastructure Library v2011”.
Published
2013-07-01
How to Cite
KALINOWSKI, Marcos; REINEHR, Sheila.
Structuring Software Development as an IT Service: A Practical Experience. In: BRAZILIAN SOFTWARE QUALITY SYMPOSIUM (SBQS), 12. , 2013, Salvador.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2013
.
p. 318-325.
DOI: https://doi.org/10.5753/sbqs.2013.15295.
