Mapeamento de processos no ecossitema de tecnologia da informação da UNIFESP: uma visão acerca do sistema voip e comunicação digital

• Ano de defesa: 2015
• Autor(a) principal: Leonardeli, Marcelo Augusto Moraes [UNIFESP]
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de São Paulo (UNIFESP)
• Palavras-chave em Português: processes; process mapping; processes management; process modeling; information technology ecosystem; processos; mapeamento de processos; gestão de processos; modelagem de processos; ecossistema de tecnologia da informação
• Link de acesso: https://sucupira.capes.gov.br/sucupira/public/consultas/coleta/trabalhoConclusao/viewTrabalhoConclusao.jsf?popup=true&id_trabalho=3302109; https://repositorio.unifesp.br/handle/11600/47623

The improvement of the intrinsic processes of each organization is a precondition for the promotion of continuous organizational development. From a systemic approach, such processes can be understood as a particular type of system that permeates all areas of the organization, and complemented by people and technology, both feeds other systems, such as one receives inputs. The institutions are based on process chains and in this regard urges the moment to rethink its administrative, operational and strategic practices. On this basis, this study was conducted in order to understand and present the management and communication tool known as process mapping - key set of plans and guidelines that guide such as workflows, business applications, technology platforms, resource data, financial and operational controls interact with the processes. This area of knowledge of vital importance in the context of Process Management, explores roles, techniques, principles and best practices of process design, simulation, common standards of design and consideration of compliance, executive leadership and strategic alignment. The main objective of the research was focused on the practical application of theoretical knowledge, the case study of one of the members of the organizational units Information Technology ecosystem of the Federal University of São Paulo - federal agency for higher education. The survey was comprehensive and included the participation of all administrative technical servers, technicians and analysts, crowded in the administrative units of IT on all campuses. The results obtained allowed the identification of a very significant number of cases, while the mapping of these processes provided subsidies to categorize them into three major macro processes flows. The BPD diagrams also provided the improvement and the elimination of some processes, and fostered the development of a technological innovation of automation - the VoIP Management System (SAV). Finally, the knowledge provided in the study resulted in publicity of a Service Charter Citizens and the development of the first IT Process Portal authority, opening the door to the mapping of other ecosystem structures.