Fatores críticos para a implantação de melhorias de serviço de TI: um estudo em instituições públicas de ensino superior

Abstract

This research was dedicated to the Information Technology Services Management (GSTI) area, more specifically in the study of the factors that influence the process of implementing improvements in IT service processes, in view of the growth in the service management area. based on Information Technology (IT). Today, associations are required to continually seek to improve IT services, in order to provide them with quality, and to meet internal and external needs. From the above, the objectives of this study are: 1) basic diagnoses of success (FCS) and resistance (FCR) are crucial for the implementation of IT service improvements; 2) identify the degree of promotion of FCS and FCR within public Higher Education Institutions (HEIs); 3) define strategies for overcoming and / or enhancing the FCS and FCR. In order to achieve these objectives, a three-step survey was developed. The first sought, through a systematic mapping of the literature, aimed to identify which are these FCS and FCR. As a result, 41 FCS and 13 FCR were identified. In the second stage, surveys were carried out with 110 IT professionals from 24 public HEIs in the state of Pará and from the Cooperation Network with the Federal University of Rio Grande do Norte (UFRN). The results reaffirm a cause of the factors: support from senior management (FCS1); alignment between IT and business (FCS9); well-defined processes (FCS2); lack of technical resources and support (FCR2); lack of knowledge and skills (FCR3). The third stage collected data through classification with 11 managers and former IT managers of public HEIs in the North of Brazil to establish which actions can be developed or improved to face the factors. All the discoveries made by the author resulted in the writing of three scientific papers. The results, in short, point to a common perception within the public HEIs about the importance of the studied factors and that coping is possible by a number of strategies: awareness senior management through the exposure of benefits; carrying out training and qualification activities; cultivation of healthy interpersonal relationshipss; process mapping; resource management; use of specific tools; implementation of management techniques.