Tamanho da fonte: 

This article promotes the adoption of an integrated process approach to effectively deliver and support managed services to meet the business and customer requirements. Appropriate integration between IT Infrastructure and Software Development are essentials to meet this goal. Instead, the work that creates results for customers is broken across numerous activities.Traditional IT Infrastructure are not friendly to processes. A process design prescribes how all the individual units of work must come together to achieve the overall goal. All the activities in a Infrastructure and Software Development must work together toward a common goal. IT people performing different steps of a process must all be aligned around a single purpose, instead of focusing on their individual tasks in isolation like Configuration Management or Database Administration. IT Service quality is measured in the customer´s eyesand is not differentiated by whether it is internal, externally, infrastructure or system development supplied.If used in combination, SAS 70, ISO 20000 and CMMi could complement each other and are vital to improve IT infrastructure and software development service processes.. SAS 70, for example, can focus on areas not coveredby ISO 20000, such a risk and security. The goal is effective service management delivers high levels ofcustomer service and customer satisfaction with these compliances.

Process Improvement; Software Development; IT Infrastructure; Best Pratices; IT Certifications: SAS 70, ISO 20000 e CMMi