Gerenciamento de serviços e governança de TI. Modelagem de um processo de gerenciamento de configuração

• Ano de defesa: 2009
• Autor(a) principal: Baiôco, Gleison
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal do Espírito Santo; BR; Mestrado em Informática; Centro Tecnológico; UFES; Programa de Pós-Graduação em Informática
• Palavras-chave em Português: Conceptual modeling; IT service management; IT governance; Ontologies; Modelagem conceitual; Gerenciamento de serviços de TI; Governança de TI; Tecnologia da informação; Gerenciamento de recursos de informação; Ontologia; Ciência da Computação; 004
• Link de acesso: http://repositorio.ufes.br/handle/10/6399

Information technology (IT) is becoming essential for organizations. In this context, IT management has evolved to include service management and IT governance, towards business driven IT management paradigms. Thus, the alignment between IT and business has been regarded as one of the leading factors for the effectiveness of such paradigms. Furthermore, contributions arising from management activities automation are mentioned. Following this evolution, configuration management plays a key role in providing accurate IT information to all involved in management. However, due to this close relationship with all entities related to management, interoperability among these components has been characterized as one of the main research challenges in network and service management. In this sense, the use of ontologies, foundational ontologies in particular, has been indicated as a promising way to achieve semantic interoperability in the configuration management domain, since they express the meaning of domain concepts, as well as the existing relationships between them, in a clear and explicit way. Moreover, ontologies allow that this meaning be defined in a machine readable format, making the knowledge shared not only by human agents, but also by computer systems, enabling process automation. Thus, this dissertation proposes a conceptual model of configuration management domain in the context of service management and IT governance, based on foundational ontologies. The purpose of this ontology is to provide a conceptual model of this domain, committed to maximizing the expressiveness, clarity and truthfulness of concepts that belong thereto. Moreover, this dissertation proposes an implementation model, derived from the developed conceptual model. The goal is to perform an ontology proof of concept and also demonstrate how this ontology can support the management activities in an automated way.