Análise dos serviços de tecnologia da informação para projeto de capacidade estratégica

Abstract

The Information Technology (IT) performs an important role in modern organizations and has became strategic to achieve their objectives. This role's change and the relevancy of IT determined the araising of the IT governance, which has the value delivery from the IT to the organization as its main goals. Several studies were performed regarding the IT value by focusing on identifying indications that reveal that investments in IT affects positively in companies' financial performance. The "IT capabilities" approach, which is recently used, fills some existent gaps in previous studies about the IT value since it considers that the repercussion in the organizational performance is caused by its products and services. These capabitilies are related to IT skills and resources and can facilitate or inhibit the performance of the organization. The challenge consists on interpreting the dimension of the use of the IT capabilities, which is based on new services offered to the units, and to seek the balance of using the involved resources. Therefore, this research has the objective to evaluate the use of IT capabilities as a consequence of using the offered services by the IT unit in the Federal University of Santa Maria. It is presented a quantitative detailed context regarding the required efforts to support these services. The literature review is based on the "IT capabilites" theme and to its related subjects, such as, governance, management of IT's services and value. The methodological procedures are based on study case that uses information from the services management system of the Data Processing Center of the University of Santa Maria. As a final proposition, it is presented a method to redistribute the resource utilization for service provision in order to increase the IT value delivery and to colaborate within the overall organization's performance.