Modelo de governança para garantir a qualidade de serviço em redes com SLA

Detalhes bibliográficos
Autor(a) principal: SOUZA, Antônio Henrique P. de
Data de Publicação: 2017
Tipo de documento: Dissertação
Idioma: por
Título da fonte: Biblioteca Digital de Teses e Dissertações da UNIFACS
Texto Completo: http://tede.unifacs.br/tede/handle/tede/631
Resumo: Currently in the globalized and competitive market, where several challenges and constant changes take place, it is necessary to promote the development and strategic use of creative and effective governance models capable of meeting and satisfying all the needs of consumers in the most varied segments of the economy. Thus, this dissertation has as general objective to present a proposal of a governance model to guarantee the quality of service - QoS in contracts with SLA (Service Level Agreement) in Internet access providers. A model of Governance based on the objectives, benefits, applicability of the COBIT, ITIL and ISO / IEC 20000 models have been proposed. They have been related to the best practices of these models with regard to the quality of services in network environments that require SLA, aiming at fixing Problems related to network outage, network latency variation, and transfer rates that go into disagreement with contracts entered into between clients and providers. For this work to be completed, bibliographic research, descriptive and exploratory research were used, and qualitative and quantitative approaches were taken in a field study, which included the application of a questionnaire with open questions to the manager and network analysts of a company and questionnaires with questions to customers. The model incorporates features inherent to the consolidated models of COBIT, ITIL and ISO / IEC 20000 and established differential aspects, with a view on improving solutions to the problems diagnosed in the provision of Internet access services based on SLA contracts, reflecting quantitative gains in the various processes of interaction between the service provider and its respective contractors. The model provided a quality gain in SLA network deployments, ensuring greater customer satisfaction.
id UNIF_19a721739296dad7d1971d0b1fae8c90
oai_identifier_str oai:teste.tede.unifacs.br:tede/631
network_acronym_str UNIF
network_name_str Biblioteca Digital de Teses e Dissertações da UNIFACS
repository_id_str
spelling SILVA, Paulo Caetano daKRONBAUER, Artur HenriqueVANDERLEI, Igor MedeirosSOUZA, Antônio Henrique P. de2017-11-21T22:17:23Z2017-08-26SOUZA, Antônio Henrique P. de. Modelo de governança para garantir a qualidade de serviço em redes com SLA. 2017.152 f. : il. Dissertação de Mestrado em Sistemas e Computação - Unifacs Universidade Salvador, Salvador 2017.http://tede.unifacs.br/tede/handle/tede/631Currently in the globalized and competitive market, where several challenges and constant changes take place, it is necessary to promote the development and strategic use of creative and effective governance models capable of meeting and satisfying all the needs of consumers in the most varied segments of the economy. Thus, this dissertation has as general objective to present a proposal of a governance model to guarantee the quality of service - QoS in contracts with SLA (Service Level Agreement) in Internet access providers. A model of Governance based on the objectives, benefits, applicability of the COBIT, ITIL and ISO / IEC 20000 models have been proposed. They have been related to the best practices of these models with regard to the quality of services in network environments that require SLA, aiming at fixing Problems related to network outage, network latency variation, and transfer rates that go into disagreement with contracts entered into between clients and providers. For this work to be completed, bibliographic research, descriptive and exploratory research were used, and qualitative and quantitative approaches were taken in a field study, which included the application of a questionnaire with open questions to the manager and network analysts of a company and questionnaires with questions to customers. The model incorporates features inherent to the consolidated models of COBIT, ITIL and ISO / IEC 20000 and established differential aspects, with a view on improving solutions to the problems diagnosed in the provision of Internet access services based on SLA contracts, reflecting quantitative gains in the various processes of interaction between the service provider and its respective contractors. The model provided a quality gain in SLA network deployments, ensuring greater customer satisfaction.Atualmente no mercado globalizado e competitivo, no qual acontecem vários desafios e constantes mudanças, é necessário promover o desenvolvimento e utilização estratégica de modelos de Governança criativos e eficazes, capazes de atender e satisfazer todas as necessidades dos consumidores nos mais variados segmentos da economia. Assim, esta dissertação tem como objetivo geral apresentar uma proposta de um modelo de governança para garantir a qualidade de serviço - QoS em contratos com SLA (Acordo de Nível de Serviço) em provedores de acesso à Internet. É proposto um modelo de Governança baseado nos objetivos, benefícios, aplicabilidade dos modelos COBIT, ITIL e na norma ISO/IEC 20000. Foram relacionadas às melhores práticas desses modelos com relação à qualidade de serviços em ambientes de redes que necessitem de SLA, visando sanar problemas relacionados à indisponibilidade de rede, variação de latência de rede e taxas de transferência que entram em desacordo com os contratos firmados entre clientes e provedores. Para que esse trabalho fosse concluído, foram utilizadas pesquisas bibliográficas, pesquisas descritiva e exploratória, sendo feitas abordagens qualitativas e quantitativas em um estudo de campo, que contou com a aplicação de questionário com perguntas abertas ao gerente e analistas de rede de uma empresa e questionários com perguntas a clientes. O modelo agrega características inerentes aos modelos consolidados do COBIT, ITIL e a norma ISO/IEC 20000 e aspectos diferenciais estabelecidos, com vistas à melhoria nas soluções dos problemas diagnosticados na prestação de serviços de acesso à rede de internet a partir de contratos de SLA, refletindo em ganhos quantitativos nos diversos processos de interação entre a empresa provedora dos serviços e seus respectivos contratantes. O modelo proporcionou um ganho de qualidade nas implantações de redes com SLA garantindo maior satisfação dos clientes.Submitted by Manuela Santana (manuela.santana@unifacs.br) on 2017-11-21T22:17:22Z No. of bitstreams: 1 DISSERTAÇÃO ANTÔNIO HENRIQUE P. DE SOUZA 2017 .pdf: 2334481 bytes, checksum: 172f4773a75c3532ff6c0812a2624af7 (MD5)Made available in DSpace on 2017-11-21T22:17:23Z (GMT). No. of bitstreams: 1 DISSERTAÇÃO ANTÔNIO HENRIQUE P. DE SOUZA 2017 .pdf: 2334481 bytes, checksum: 172f4773a75c3532ff6c0812a2624af7 (MD5) Previous issue date: 2017-08-26application/pdfporUniversidade SalvadorSistemas e ComputaçãoUNIFACSBrasilSistemas e ComputaçãoGovernançaSLAITILCOBITQoSRedes de acessoCiências Exatas e da TerraModelo de governança para garantir a qualidade de serviço em redes com SLAinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisinfo:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da UNIFACSinstname:Universidade Salvador (UNIFACS)instacron:UNIFACSLICENSElicense.txtlicense.txttext/plain; charset=utf-82165http://teste.tede.unifacs.br:8080/tede/bitstream/tede/631/1/license.txtbd3efa91386c1718a7f26a329fdcb468MD51ORIGINALDISSERTAÇÃO ANTÔNIO HENRIQUE P. DE SOUZA 2017 .pdfDISSERTAÇÃO ANTÔNIO HENRIQUE P. DE SOUZA 2017 .pdfapplication/pdf2334481http://teste.tede.unifacs.br:8080/tede/bitstream/tede/631/2/DISSERTA%C3%87%C3%83O+ANT%C3%94NIO+HENRIQUE+P.+DE+SOUZA+2017+.pdf172f4773a75c3532ff6c0812a2624af7MD52tede/6312017-11-21 19:17:23.482oai:teste.tede.unifacs.br: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Biblioteca Digital de Teses e Dissertaçõeshttp://tede.unifacs.br/http://tede.unifacs.br:8080/oai/requestbibliotecadigital@unifacs.br||bibliotecadigital@unifacs.bropendoar:2017-11-21T22:17:23Biblioteca Digital de Teses e Dissertações da UNIFACS - Universidade Salvador (UNIFACS)false
dc.title.por.fl_str_mv Modelo de governança para garantir a qualidade de serviço em redes com SLA
title Modelo de governança para garantir a qualidade de serviço em redes com SLA
spellingShingle Modelo de governança para garantir a qualidade de serviço em redes com SLA
SOUZA, Antônio Henrique P. de
Governança
SLA
ITIL
COBIT
QoS
Redes de acesso
Ciências Exatas e da Terra
title_short Modelo de governança para garantir a qualidade de serviço em redes com SLA
title_full Modelo de governança para garantir a qualidade de serviço em redes com SLA
title_fullStr Modelo de governança para garantir a qualidade de serviço em redes com SLA
title_full_unstemmed Modelo de governança para garantir a qualidade de serviço em redes com SLA
title_sort Modelo de governança para garantir a qualidade de serviço em redes com SLA
author SOUZA, Antônio Henrique P. de
author_facet SOUZA, Antônio Henrique P. de
author_role author
dc.contributor.advisor1.fl_str_mv SILVA, Paulo Caetano da
dc.contributor.referee1.fl_str_mv KRONBAUER, Artur Henrique
dc.contributor.referee2.fl_str_mv VANDERLEI, Igor Medeiros
dc.contributor.author.fl_str_mv SOUZA, Antônio Henrique P. de
contributor_str_mv SILVA, Paulo Caetano da
KRONBAUER, Artur Henrique
VANDERLEI, Igor Medeiros
dc.subject.por.fl_str_mv Governança
SLA
ITIL
COBIT
QoS
Redes de acesso
topic Governança
SLA
ITIL
COBIT
QoS
Redes de acesso
Ciências Exatas e da Terra
dc.subject.cnpq.fl_str_mv Ciências Exatas e da Terra
description Currently in the globalized and competitive market, where several challenges and constant changes take place, it is necessary to promote the development and strategic use of creative and effective governance models capable of meeting and satisfying all the needs of consumers in the most varied segments of the economy. Thus, this dissertation has as general objective to present a proposal of a governance model to guarantee the quality of service - QoS in contracts with SLA (Service Level Agreement) in Internet access providers. A model of Governance based on the objectives, benefits, applicability of the COBIT, ITIL and ISO / IEC 20000 models have been proposed. They have been related to the best practices of these models with regard to the quality of services in network environments that require SLA, aiming at fixing Problems related to network outage, network latency variation, and transfer rates that go into disagreement with contracts entered into between clients and providers. For this work to be completed, bibliographic research, descriptive and exploratory research were used, and qualitative and quantitative approaches were taken in a field study, which included the application of a questionnaire with open questions to the manager and network analysts of a company and questionnaires with questions to customers. The model incorporates features inherent to the consolidated models of COBIT, ITIL and ISO / IEC 20000 and established differential aspects, with a view on improving solutions to the problems diagnosed in the provision of Internet access services based on SLA contracts, reflecting quantitative gains in the various processes of interaction between the service provider and its respective contractors. The model provided a quality gain in SLA network deployments, ensuring greater customer satisfaction.
publishDate 2017
dc.date.accessioned.fl_str_mv 2017-11-21T22:17:23Z
dc.date.issued.fl_str_mv 2017-08-26
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.citation.fl_str_mv SOUZA, Antônio Henrique P. de. Modelo de governança para garantir a qualidade de serviço em redes com SLA. 2017.152 f. : il. Dissertação de Mestrado em Sistemas e Computação - Unifacs Universidade Salvador, Salvador 2017.
dc.identifier.uri.fl_str_mv http://tede.unifacs.br/tede/handle/tede/631
identifier_str_mv SOUZA, Antônio Henrique P. de. Modelo de governança para garantir a qualidade de serviço em redes com SLA. 2017.152 f. : il. Dissertação de Mestrado em Sistemas e Computação - Unifacs Universidade Salvador, Salvador 2017.
url http://tede.unifacs.br/tede/handle/tede/631
dc.language.iso.fl_str_mv por
language por
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Salvador
dc.publisher.program.fl_str_mv Sistemas e Computação
dc.publisher.initials.fl_str_mv UNIFACS
dc.publisher.country.fl_str_mv Brasil
dc.publisher.department.fl_str_mv Sistemas e Computação
publisher.none.fl_str_mv Universidade Salvador
dc.source.none.fl_str_mv reponame:Biblioteca Digital de Teses e Dissertações da UNIFACS
instname:Universidade Salvador (UNIFACS)
instacron:UNIFACS
instname_str Universidade Salvador (UNIFACS)
instacron_str UNIFACS
institution UNIFACS
reponame_str Biblioteca Digital de Teses e Dissertações da UNIFACS
collection Biblioteca Digital de Teses e Dissertações da UNIFACS
bitstream.url.fl_str_mv http://teste.tede.unifacs.br:8080/tede/bitstream/tede/631/1/license.txt
http://teste.tede.unifacs.br:8080/tede/bitstream/tede/631/2/DISSERTA%C3%87%C3%83O+ANT%C3%94NIO+HENRIQUE+P.+DE+SOUZA+2017+.pdf
bitstream.checksum.fl_str_mv bd3efa91386c1718a7f26a329fdcb468
172f4773a75c3532ff6c0812a2624af7
bitstream.checksumAlgorithm.fl_str_mv MD5
MD5
repository.name.fl_str_mv Biblioteca Digital de Teses e Dissertações da UNIFACS - Universidade Salvador (UNIFACS)
repository.mail.fl_str_mv bibliotecadigital@unifacs.br||bibliotecadigital@unifacs.br
_version_ 1815289295939829760