SINIS-LA Method for IT Alignment Considering Service Level Management
Resumo
Background: Organizations have to align a wide variety of organizational goals and strategies to achieve business goals, growth, and survive. In addition to ensuring the alignment between strategies in place and indicators with business goals, IT service organizations must keep the quality of service by fulfilling Service Level Agreements (SLA) sealed with their clients. Objective: We present SINIS-LA, which supports elicitation, alignment, and monitoring of business goals, indicators, and strategies focused on controlling SLA of the IT services provided. Method: We created SINIS-LA by applying Design Science Research (DSR). Results: SINIS-LA was used by the IT service management team at an IT service organization. By using SINIS-LA the team achieved IT alignment and monitored it. SINIS-LA was considered applicable for identifying, reviewing, and monitoring service goals, strategies, indicators, and related SLA. Conclusion: The results showed evidence that SINIS-LA supports the definition and monitoring of the alignment of goals, strategies, indicators, and SLA in an IT service organization.
Palavras-chave:
IT Services, SINIS, measurement, indicators
Referências
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Lerina Aversano, Carmine Grasso, and Maria Tortorella. 2012. A Literature Review of Business/IT Alignment Strategies. Procedia Technology 5(2012), 462–474. https://doi.org/10.1016/j.protcy.2012.09.051
Jeff Baker and Harminder Singh. 2019. The roots of misalignment: Insights on strategy implementation from a system dynamics perspective. The Journal of Strategic Information Systems 28, 4 (dec 2019), 101576. https://doi.org/10.1016/j.jsis.2019.101576
Monalessa P. Barcellos, Ricardo de A. Falbo, and Ana Regina C da Rocha. 2012. Using a Reference Domain Ontology for Developing a Software Measurement Strategy for High Maturity Organizations. In 2012 IEEE 16th International Enterprise Distributed Object Computing Conference Workshops. IEEE, IEEE, 114–123. https://doi.org/10.1109/EDOCW.2012.24
Andrea Oliveira Soares Barreto and Ana Regina Rocha. 2010. Defining and Monitoring Strategically Aligned Software Improvement Goals. In International Conference on Product Focused Software Process Improvement. Springer, 380–394. https://doi.org/10.1007/978-3-642-13792-1_29
Victor Basili, Adam Trendowicz, Martin Kowalczyk, Jens Heidrich, Carolyn Seaman, Jürgen Münch, and Dieter Rombach. 2014. GQM+ Strategies in a Nutshell. In Aligning Organizations Through Measurement. Springer, 9–17.
Sylvio Bonelli, Gleison Santos, and Monalessa Perini Barcellos. 2017. ASM.br. In Proceedings of the 21st International Conference on Evaluation and Assessment in Software Engineering. ACM, New York, NY, USA, 208–213. https://doi.org/10.1145/3084226.3084280
Fred D. Davis. 1989. Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly 13, 3 (sep 1989), 319. https://doi.org/10.2307/249008
Georg Disterer. 2009. Iso 20000 for IT. Business & Information Systems Engineering 1, 6 (2009), 463.
Eduardo Ferreira, Gleison Santos, and Monalessa Perini Barcellos. 2021. SINIS-LA Templates and Support Documents. Technical Report 1. UNIRIO, Rio de Janeiro. http://www.seer.unirio.br/monografiasppgi/article/view/239
Eduardo Ferreira, Bianca Trinkenreich, Monalessa Perini Barcellos, and Gleison Santos. 2018. Using SINIS and GQM+Strategies to Align Organizational Goals and Service Level Agreement Indicators. In Proceedings of the 17th Brazilian Symposium on Software Quality. ACM, New York, NY, USA, 324–333. https://doi.org/10.1145/3275245.3275274
Ulrik Franke and Markus Buschle. 2016. Experimental Evidence on Decision-Making in Availability Service Level Agreements. IEEE Transactions on Network and Service Management 13, 1 (mar 2016), 58–70. https://doi.org/10.1109/TNSM.2015.2510080
Silvia Bogéa Gomes, Ricardo de Almeida FALBO, and Crediné Silva de MENEZES. 2005. Um modelo para Acordo de Nivel de Serviço em TI. Simpósio Brasileiro de Qualidade de Software 4 (2005), 377–391.
Alan R Hevner. 2007. A three cycle view of design science research. Scandinavian journal of information systems 19, 2 (2007), 4.
ISO/IEC. 2018. ISO/IEC 20000-1:2018 Information technology — Service management (3 ed.). Technical Report. https://www.iso.org/standard/70636.html
I G I ITGI. 2007. COBIT 4.1: control objectives, management guidelines, maturity models. Rolling Meadows: ITGI(2007).
Marion Lepmets, Tom McBride, and Eric Ras. 2012. Goal alignment in process improvement. Journal of Systems and Software 85, 6 (jun 2012), 1440–1452. https://doi.org/10.1016/j.jss.2012.01.038
G Justy Mirobi and L Arockiam. 2015. Service Level Management in cloud computing. In 2015 International Conference on Control, Instrumentation, Communication and Computational Technologies (ICCICCT). IEEE, 376–387. https://doi.org/10.1109/ICCICCT.2015.7475308
Julio Cesar Nardi, Ricardo de Almeida Falbo, João Paulo A Almeida, Giancarlo Guizzardi, Luis Ferreira Pires, Marten J van Sinderen, Nicola Guarino, and Claudenir Morais Fonseca. 2015. A commitment-based reference ontology for services. Information systems 54(2015), 263–288.
Per Runeson, Martin Höst, Austen Rainer, and Björn Regnell. 2012. Case Study Research in Software Engineering. John Wiley & Sons, Inc., Hoboken, NJ, USA. https://doi.org/10.1002/9781118181034
Kouessi Arafat Romaric Sagbo, Yenukunme Pelagie Elyse Houngue, and Ernesto Damiani. 2016. SLA Negotiation and Monitoring from Simulation Data. In 2016 12th International Conference on Signal-Image Technology & Internet-Based Systems (SITIS). IEEE, 766–772. https://doi.org/10.1109/SITIS.2016.126
Thomas Schaaf. 2007. Frameworks for Business-driven Service Level Management: A Criteria-based Comparison of ITIL and NGOSS. 2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management (may 2007), 65–74. https://doi.org/10.1109/BDIM.2007.375013
Bianca Trinkenreich, Gleison Santos, and Monalessa Perini Barcellos. 2018. SINIS: A GQM+Strategies-based approach for identifying goals, strategies and indicators for IT services. Information and Software Technology 100 (aug 2018), 147–164. https://doi.org/10.1016/j.infsof.2018.04.006
Roel J Wieringa. 2014. Design science methodology for information systems and software engineering. Springer.
Mengmeng Zhang, Honghui Chen, Kalle Lyytinen, and Xinyu Li. 2019. A Co-evolutionary Perspective on Business and IT Alignment: A Review and Research Agenda. (2019). https://doi.org/10.24251/HICSS.2019.749
Fabrizio Amarilli, Mario Van Vliet, and Bart Van Den Hooff. 2016. Business IT alignment through the lens of complexity science. (2016).
Lerina Aversano, Carmine Grasso, and Maria Tortorella. 2012. A Literature Review of Business/IT Alignment Strategies. Procedia Technology 5(2012), 462–474. https://doi.org/10.1016/j.protcy.2012.09.051
Jeff Baker and Harminder Singh. 2019. The roots of misalignment: Insights on strategy implementation from a system dynamics perspective. The Journal of Strategic Information Systems 28, 4 (dec 2019), 101576. https://doi.org/10.1016/j.jsis.2019.101576
Monalessa P. Barcellos, Ricardo de A. Falbo, and Ana Regina C da Rocha. 2012. Using a Reference Domain Ontology for Developing a Software Measurement Strategy for High Maturity Organizations. In 2012 IEEE 16th International Enterprise Distributed Object Computing Conference Workshops. IEEE, IEEE, 114–123. https://doi.org/10.1109/EDOCW.2012.24
Andrea Oliveira Soares Barreto and Ana Regina Rocha. 2010. Defining and Monitoring Strategically Aligned Software Improvement Goals. In International Conference on Product Focused Software Process Improvement. Springer, 380–394. https://doi.org/10.1007/978-3-642-13792-1_29
Victor Basili, Adam Trendowicz, Martin Kowalczyk, Jens Heidrich, Carolyn Seaman, Jürgen Münch, and Dieter Rombach. 2014. GQM+ Strategies in a Nutshell. In Aligning Organizations Through Measurement. Springer, 9–17.
Sylvio Bonelli, Gleison Santos, and Monalessa Perini Barcellos. 2017. ASM.br. In Proceedings of the 21st International Conference on Evaluation and Assessment in Software Engineering. ACM, New York, NY, USA, 208–213. https://doi.org/10.1145/3084226.3084280
Fred D. Davis. 1989. Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly 13, 3 (sep 1989), 319. https://doi.org/10.2307/249008
Georg Disterer. 2009. Iso 20000 for IT. Business & Information Systems Engineering 1, 6 (2009), 463.
Eduardo Ferreira, Gleison Santos, and Monalessa Perini Barcellos. 2021. SINIS-LA Templates and Support Documents. Technical Report 1. UNIRIO, Rio de Janeiro. http://www.seer.unirio.br/monografiasppgi/article/view/239
Eduardo Ferreira, Bianca Trinkenreich, Monalessa Perini Barcellos, and Gleison Santos. 2018. Using SINIS and GQM+Strategies to Align Organizational Goals and Service Level Agreement Indicators. In Proceedings of the 17th Brazilian Symposium on Software Quality. ACM, New York, NY, USA, 324–333. https://doi.org/10.1145/3275245.3275274
Ulrik Franke and Markus Buschle. 2016. Experimental Evidence on Decision-Making in Availability Service Level Agreements. IEEE Transactions on Network and Service Management 13, 1 (mar 2016), 58–70. https://doi.org/10.1109/TNSM.2015.2510080
Silvia Bogéa Gomes, Ricardo de Almeida FALBO, and Crediné Silva de MENEZES. 2005. Um modelo para Acordo de Nivel de Serviço em TI. Simpósio Brasileiro de Qualidade de Software 4 (2005), 377–391.
Alan R Hevner. 2007. A three cycle view of design science research. Scandinavian journal of information systems 19, 2 (2007), 4.
ISO/IEC. 2018. ISO/IEC 20000-1:2018 Information technology — Service management (3 ed.). Technical Report. https://www.iso.org/standard/70636.html
I G I ITGI. 2007. COBIT 4.1: control objectives, management guidelines, maturity models. Rolling Meadows: ITGI(2007).
Marion Lepmets, Tom McBride, and Eric Ras. 2012. Goal alignment in process improvement. Journal of Systems and Software 85, 6 (jun 2012), 1440–1452. https://doi.org/10.1016/j.jss.2012.01.038
G Justy Mirobi and L Arockiam. 2015. Service Level Management in cloud computing. In 2015 International Conference on Control, Instrumentation, Communication and Computational Technologies (ICCICCT). IEEE, 376–387. https://doi.org/10.1109/ICCICCT.2015.7475308
Julio Cesar Nardi, Ricardo de Almeida Falbo, João Paulo A Almeida, Giancarlo Guizzardi, Luis Ferreira Pires, Marten J van Sinderen, Nicola Guarino, and Claudenir Morais Fonseca. 2015. A commitment-based reference ontology for services. Information systems 54(2015), 263–288.
Per Runeson, Martin Höst, Austen Rainer, and Björn Regnell. 2012. Case Study Research in Software Engineering. John Wiley & Sons, Inc., Hoboken, NJ, USA. https://doi.org/10.1002/9781118181034
Kouessi Arafat Romaric Sagbo, Yenukunme Pelagie Elyse Houngue, and Ernesto Damiani. 2016. SLA Negotiation and Monitoring from Simulation Data. In 2016 12th International Conference on Signal-Image Technology & Internet-Based Systems (SITIS). IEEE, 766–772. https://doi.org/10.1109/SITIS.2016.126
Thomas Schaaf. 2007. Frameworks for Business-driven Service Level Management: A Criteria-based Comparison of ITIL and NGOSS. 2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management (may 2007), 65–74. https://doi.org/10.1109/BDIM.2007.375013
Bianca Trinkenreich, Gleison Santos, and Monalessa Perini Barcellos. 2018. SINIS: A GQM+Strategies-based approach for identifying goals, strategies and indicators for IT services. Information and Software Technology 100 (aug 2018), 147–164. https://doi.org/10.1016/j.infsof.2018.04.006
Roel J Wieringa. 2014. Design science methodology for information systems and software engineering. Springer.
Mengmeng Zhang, Honghui Chen, Kalle Lyytinen, and Xinyu Li. 2019. A Co-evolutionary Perspective on Business and IT Alignment: A Review and Research Agenda. (2019). https://doi.org/10.24251/HICSS.2019.749
Publicado
07/06/2021
Como Citar
FERREIRA, Eduardo; TRINKENREICH, Bianca; BARCELLOS, Monalessa Perini; SANTOS, Gleison.
SINIS-LA Method for IT Alignment Considering Service Level Management. In: SIMPÓSIO BRASILEIRO DE SISTEMAS DE INFORMAÇÃO (SBSI), 17. , 2021, Uberlândia.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2021
.
