Uma abordagem convergente para o mapeamento de processos ITIL similares aos do modelo eTOM / A convergent approach for ITIL processes mapping similar to the ETOM model

AUTOR(ES)

Ranério Fernandes da Silva

DATA DE PUBLICAÇÃO

2007

RESUMO

This work presents a process optimization proposal for a telecommunications company services management processes, using he reference models eTOM, for telecommunications, and ITIL, for IT, as references, respectively, for the business processes management in a telecommunications company and the best practices in services management of IT. The approach for the process improvement is in the fulfillment of the convergent services. In this work the concepts of Corporative Governance and IT Governance are developed and their relationship with the Sarbanes Oxley law and other regulations are detailed. The IT Service Management best practices framework, ITIL, was analyzed, and its alignment with the business was determined. The conceptualization of the framework NGOSS (New Generation Operation Support System) was carried out through a detailed study of the Enhanced Telecom Operation Map (eTOM). Besides, it was presented an information update of the current telecommunications scene and its relationship with the technological convergence processes and services. As a support tool for the companies adopting convergent support services, the development of a collaboration model involving the frameworks eTOM and ITIL was presented. As a result, one has an application evaluation of the convergent model using eTOM and ITIL, its application opportunities, agreement convergence level maturity processes and the benefits of the use of a convergent framework.

ASSUNTO(S)

gerenciamento de serviços etom e itil engenharia eletrica ngoss convergência modelos de referencia para processos

Documentos Relacionados

• Integração de processos e TOM-ITIL para provedores de serviços de telecomunicações e TOM e clientes ITIL V3
• UMA ABORDAGEM PARA TRANSPARÊNCIA EM PROCESSOS ORGANIZACIONAIS UTILIZANDO ASPECTOS
• Uma abordagem bayesiana para mapeamento de QTLs em populações experimentais
• AN INTEGRATED APPROACH FOR TOOLS TO SUPPORT THE PROCESS OF LEVEL G MPS.BR
• Modelo dos processos de negócio para gerenciar a remanufatura