Avaliação do Processo de Medição para Serviços de TI em uma Empresa Global à Luz do MR-MPS-SV

Um processo de medição eficaz ajuda a compreensão da habilidade de uma organização em desenvolver planos viáveis para executar e entregar os serviços acordados com seus clientes. No MR-MPS-SV, o processo Medição apoia a compreensão do comportamento dos processos e, com isso, a tomada de decisão para controlá-los e melhorá-los. Este artigo apresenta um relato de experiência sobre a medição nos processos de Gerência de Incidentes, Gerência de Continuidade e Disponibilidade e Orçamento e Contabilização de Serviços de uma empresa global de grande porte, visando avaliar a aderência do processo adotado à luz do processo Medição do modelo de maturidade MR-MPS-SV. Como resultado, foram identificadas oportunidades de melhoria para o processo de medição e para as próprias medidas para atenderem melhor os objetivos da empresa. Também foi observado que o mapeamento das integrações entre os processos para inclusão de medidas correlacionando mais de um processo pode ser realizado para apoiar a seleção de medidas, e que o uso de medidas de desempenho permeando diferentes equipes estimulam o trabalho e o apoio entre diferentes equipes

A Method To Select Goals, Indicators and Strategies for IT Services

Background: Measurement is a key process to support organizations in management and improvement of processes, products and services. Indicators are measures used to monitor whether a goal is reached, increasing feedback and objectivity on judgment and helping organizations to focus attention and effort on what matters. IT services literature, such as libraries, frameworks, standards, and maturity models, requires proper identification of critical business process and definition of relevant measures to support decision-making. However, there is no clear direction about what should be those critical business processes and indicators. IT service departments often spend time and effort measuring without being sure about what the measurement results represent and organizations consider the indicators selection as a difficult task. Aims: We conducted this work aiming to answer the research question: “How to support selection of IT services indicators in different organizational levels and aligned to business goals?” Method: Considering this scenario, we proposed SINIS, a method to help organizations select indicators for IT services in several levels in alignment to business goals. SINIS was created based on concepts from process improvement models and approaches related to IT Services Management. We evaluated SINIS in the IT Infrastructure and the IT Security areas of a global large company. Results: By using SINIS IT Infrastructure was able to define indicators and an appropriate set of strategies aligned with IT Service goals in which teams could focus work and IT Security was able to better understand and document indicators, associate them to business goals and strategies and discard those ones that were not considered useful. Conclusion: SINIS was evidenced as applicable to different IT Service areas, supporting definition of strategies and indicators for members to work on that could help attending IT service and business goals, instead of working in several and unfocused initiatives.

Understanding and supporting women’s participation in open source software

Women represent less than 24% of employees in the software development industry and experience various types of prejudice and bias. Despite various efforts to increase diversity and multi-gendered participation, women are even more underrepresented in Open Source Software (OSS) projects. Many OSS communities are aware of the importance of correcting this imbalance and spend significant resources on a variety of onboarding and outreach programs targeted to women. However, these programs are insufficient if those who onboard do not feel that they belong to the community and ultimately abandon the project---a frequent occurrence in OSS. Previous research in psychology, health care, and education has shown that a sense of belonging is a basic human need that affects a broad variety of behaviors and has implications for long-term engagement and job satisfaction. Nevertheless, the investigation of a sense of belonging in OSS so far has been under-explored. It is still unclear what environmental factors contribute to a (lack of a) sense of belonging and how to improve it in practice. In my PhD, I investigate the following questions: How do women participate in OSS projects? How do different forces affect women’s participation in a large and community-oriented OSS project? I worked with the Linux Kernel managers on a case study that has the ultimate goal to increase women's participation. Some problems surpass the organization and are related to the local culture of the OSS communities. There are problems that go beyond the company's gates and permeate society, which often contributes to this cultural legacy. However, there is also space for improvement. The results of this research include a theoretical framework that describes open-source-specific factors that can impact women's participation in OSS projects