Avaliação do risco associado a mudanças de TI com aplicação para a atividade de priorização.

Abstract

In order to support strategical decisions and achieve business objectives, it is ommonplace for Information Technology (IT) companies to make changes in their IT infrastructure. Such changes are part of daily operations in competitive companies, and an efficient management of IT changes can make a difference between successful companies and unsuccessful ones. In that context, Information Technology Infrastructure Library – ITIL [ITIL03] emerges as a library containing good practices for the IT management . According to ITIL, the professional that is directly related to making IT changes is the change manager. Although ITIL presents a set of good practices for change management in IT, the good practices contained in ITIL do not ensure the best alignment between the IT infrastructure and the business interests. To achieve this objective, it is useful for change managers to gain knowledge on the way their activities affect the business interests of the company. This dissertation proposes a metric presented as the risk in IT changes, which intends to help change managers make efficient and low-cost decisions during change management activities. In this dissertation we present a formal, quantitative and business-oriented method to quantify risk and assign priorities to a set of changes in IT Service Management.