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标题：Information and Communication Technology (ICT) Governance Processes: A Case Study
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作者：Edna Dias Canedo ; Ana Paula Morais do Vale ; Rafael Leite Patrão 等
期刊名称：Information
电子版ISSN：2078-2489
出版年度：2020
卷号：11
期号：10
页码：462-489
DOI：10.3390/info11100462
出版社：MDPI Publishing
摘要：Information and Communication Technology (ICT) Governance is increasingly necessary and present in organizations aiming to improve the maturity of their ICT processes. This paper presents an analysis of the ICT Governance processes of a Brazilian Federal Public Administration agency. To assess the maturity of the ICT Governance processes, we surveyed and diagnosed the processes performed by the agency and organized a series of meetings/discussions to assist in the improvement and modeling of the processes related to the ICT Contract Planning process. As a result, we proposed improvements and identified the maturity level of the existing ICT processes, also assessing the awareness of employees of the General Coordination of Information Technology regarding these processes. Our findings reveal that the agency still needs to implement the following processes: (1) ICT People Management; (2) Business Process Modeling (Automated/to Automate); (3) Change Management; (4) Execution Monitoring of the ICT Projects and Services Portfolio; and (5) ICT Service Continuity Management. We also identified several artifacts that need to be implemented by the agency in different processes and collected survey participants’ suggestions about new processes to improve the maturity in ICT Governance.
关键词：ICT Governance; ICT processes; ICT processes improvement; ICT outsourcing; normative instruction ICT Governance ; ICT processes ; ICT processes improvement ; ICT outsourcing ; normative instruction