Modelo de outsourcing para gestão da oferta e operação de serviços de TI: Múltiplos casos de aplicação

Abstract

This study discusses a proposal to improve the processes of IT Services' Offer and Operation, from the external provider point of view. Although there are models that serve this purpose available in the market, the relationship between processes, outsourcing life cycle, and IT Services' Offer and Operation practices as well as a prescriptive view have not been studied. Therefore, an action research was carried out to investigate these topics. It was observed that the models to improve those processes available are effective at meeting critical factors for the success of IT outsourcing relationship. Nevertheless, they must be integrated and adapted in order to be effectively used. Through an integrated model of practice, quantitative methods, relationship matrix, and three case studies, some proposals are presented and discussed as contributions to offer and operations management.