Proactive approach as incidents reductor in IT: a case study in a statal organization of research and development

Detalhes bibliográficos
Autor(a) principal: Tadano, Jorge
Data de Publicação: 2012
Outros Autores: Quintairos, Paulo César Ribeiro, Oliveira, Edson Aparecida de Araújo Querido
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista brasileira de gestão e desenvolvimento regional
Texto Completo: https://www.rbgdr.net/revista/index.php/rbgdr/article/view/676
Resumo: Information Technology — IT is relevant to the effectiveness of organizations, since aligned to business needs. This paper proposes a proactive process, in line with the library of IT best practices (ITIL), to reduce the incidents of IT in a federal institute of technological research and development. The case study made use of IT service incidents records reported by organization users. The data were analyzed quantitatively and qualitatively, using quality tools. It was possible to identify the incidents root causes, which are consistent with the Pareto 80/20 ratio. The results show that the development of proactive actions can contribute to increased effectiveness in the use of resources allocated to incidents support. This may contribute to align IT to the organization and to support business growth.
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spelling Proactive approach as incidents reductor in IT: a case study in a statal organization of research and developmentAbordagem proativa como redutor de incidentes em TI: um estudo de caso em uma organização estatal de pesquisa e desenvolvimentoTecnologia da InformaçãoGovernança de TIProatividadeInformation TechnologyIT GovernanceProactivityInformation Technology — IT is relevant to the effectiveness of organizations, since aligned to business needs. This paper proposes a proactive process, in line with the library of IT best practices (ITIL), to reduce the incidents of IT in a federal institute of technological research and development. The case study made use of IT service incidents records reported by organization users. The data were analyzed quantitatively and qualitatively, using quality tools. It was possible to identify the incidents root causes, which are consistent with the Pareto 80/20 ratio. The results show that the development of proactive actions can contribute to increased effectiveness in the use of resources allocated to incidents support. This may contribute to align IT to the organization and to support business growth.A Tecnologia da Informação — TI é relevante para a eficácia das organizações, desde que alinhada às necessidades dos negócios. Neste trabalho é proposto um processo proativo, em consonância com a biblioteca das melhores práticas em TI (ITIL), visando reduzir a ocorrência de incidentes de TI, em uma instituição federal de pesquisas e desenvolvimento tecnológico. O estudo de caso foi realizado a partir dos registros dos incidentes nos serviços de TI registrados pelos usuários da organização. Os dados foram analisados quantitativa e qualitativamente, utilizando ferramentas da Qualidade. Foi possível identificar as causas raízes dos incidentes, as quais estão de acordo com a relação 80/20 de Pareto. Os resultados obtidos mostram que o desenvolvimento de ações proativas pode contribuir para o aumento da eficácia no emprego dos recursos alocados para o atendimento dos incidentes. Isso poderá contribuir para alinhar a TI aos objetivos da organização e para suportar o crescimento dos negócios.Universidade de Taubaté2012-06-11info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://www.rbgdr.net/revista/index.php/rbgdr/article/view/67610.54399/rbgdr.v8i2.676Revista Brasileira de Gestão e Desenvolvimento Regional; Vol. 8 No. 2 (2012)RBGDR; Vol. 8 Núm. 2 (2012)Revista Brasileira de Gestão e Desenvolvimento Regional; v. 8 n. 2 (2012)1809-239X10.54399/rbgdr.v8i2reponame:Revista brasileira de gestão e desenvolvimento regionalinstname:Universidade de Taubaté (UNITAU)instacron:UNITAUporhttps://www.rbgdr.net/revista/index.php/rbgdr/article/view/676/293Tadano, JorgeQuintairos, Paulo César RibeiroOliveira, Edson Aparecida de Araújo Queridoinfo:eu-repo/semantics/openAccess2012-06-11T05:58:12Zoai:ojs2.rbgdr.net:article/676Revistahttps://www.rbgdr.net/revista/index.php/rbgdrPUBhttps://www.rbgdr.net/revista/index.php/rbgdr/oai||monicafcarniello@gmail.com1809-239X1809-239Xopendoar:2012-06-11T05:58:12Revista brasileira de gestão e desenvolvimento regional - Universidade de Taubaté (UNITAU)false
dc.title.none.fl_str_mv Proactive approach as incidents reductor in IT: a case study in a statal organization of research and development
Abordagem proativa como redutor de incidentes em TI: um estudo de caso em uma organização estatal de pesquisa e desenvolvimento
title Proactive approach as incidents reductor in IT: a case study in a statal organization of research and development
spellingShingle Proactive approach as incidents reductor in IT: a case study in a statal organization of research and development
Tadano, Jorge
Tecnologia da Informação
Governança de TI
Proatividade
Information Technology
IT Governance
Proactivity
title_short Proactive approach as incidents reductor in IT: a case study in a statal organization of research and development
title_full Proactive approach as incidents reductor in IT: a case study in a statal organization of research and development
title_fullStr Proactive approach as incidents reductor in IT: a case study in a statal organization of research and development
title_full_unstemmed Proactive approach as incidents reductor in IT: a case study in a statal organization of research and development
title_sort Proactive approach as incidents reductor in IT: a case study in a statal organization of research and development
author Tadano, Jorge
author_facet Tadano, Jorge
Quintairos, Paulo César Ribeiro
Oliveira, Edson Aparecida de Araújo Querido
author_role author
author2 Quintairos, Paulo César Ribeiro
Oliveira, Edson Aparecida de Araújo Querido
author2_role author
author
dc.contributor.author.fl_str_mv Tadano, Jorge
Quintairos, Paulo César Ribeiro
Oliveira, Edson Aparecida de Araújo Querido
dc.subject.por.fl_str_mv Tecnologia da Informação
Governança de TI
Proatividade
Information Technology
IT Governance
Proactivity
topic Tecnologia da Informação
Governança de TI
Proatividade
Information Technology
IT Governance
Proactivity
description Information Technology — IT is relevant to the effectiveness of organizations, since aligned to business needs. This paper proposes a proactive process, in line with the library of IT best practices (ITIL), to reduce the incidents of IT in a federal institute of technological research and development. The case study made use of IT service incidents records reported by organization users. The data were analyzed quantitatively and qualitatively, using quality tools. It was possible to identify the incidents root causes, which are consistent with the Pareto 80/20 ratio. The results show that the development of proactive actions can contribute to increased effectiveness in the use of resources allocated to incidents support. This may contribute to align IT to the organization and to support business growth.
publishDate 2012
dc.date.none.fl_str_mv 2012-06-11
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.rbgdr.net/revista/index.php/rbgdr/article/view/676
10.54399/rbgdr.v8i2.676
url https://www.rbgdr.net/revista/index.php/rbgdr/article/view/676
identifier_str_mv 10.54399/rbgdr.v8i2.676
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://www.rbgdr.net/revista/index.php/rbgdr/article/view/676/293
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 de Taubaté
publisher.none.fl_str_mv Universidade de Taubaté
dc.source.none.fl_str_mv Revista Brasileira de Gestão e Desenvolvimento Regional; Vol. 8 No. 2 (2012)
RBGDR; Vol. 8 Núm. 2 (2012)
Revista Brasileira de Gestão e Desenvolvimento Regional; v. 8 n. 2 (2012)
1809-239X
10.54399/rbgdr.v8i2
reponame:Revista brasileira de gestão e desenvolvimento regional
instname:Universidade de Taubaté (UNITAU)
instacron:UNITAU
instname_str Universidade de Taubaté (UNITAU)
instacron_str UNITAU
institution UNITAU
reponame_str Revista brasileira de gestão e desenvolvimento regional
collection Revista brasileira de gestão e desenvolvimento regional
repository.name.fl_str_mv Revista brasileira de gestão e desenvolvimento regional - Universidade de Taubaté (UNITAU)
repository.mail.fl_str_mv ||monicafcarniello@gmail.com
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