Tec Da Informação Pim

UNIP INTERATIVA

Cursos Superiores de Tecnologia

PROJETO INTEGRADO MULTIDISCIPLINAR III

ASSISTÊNCIA PARA EMPRESA DESENVOLVEDORA DE SOFTWARE

Projeto Integrado Multidisciplinar III com o tema em Governança em TECNOLOGIA DA INFORMAÇÃO, Gestão em Qualidade e Sistemas para Internet e software Livre. Curso Superior em Gestão de Tecnologia da Informação apresentado a UNIVERSIDADE PAULISTA – UNIP

ABSTRACT

The Software Developer Company is a company with major flaws in its software and tries to solve them, it hired the Consulting company to help it in agility and to improve its services related to Information Technology.

After analysis, the Consulting Company has planned many proposals for the Software Developer Company to continue using its proprietary software, in parallel to take advantages of using the free software aiming a more lucrative partnership.

It was presented a survey of the most important software on the market to know its source code and how to deal with its proprietary software. The company tries to be on the technological means investing in smart phones and VoIPs for employees, believing that it’s a great incentive at a low cost.

The Consulting Company made a list and offered instruction to improve the IT governance, using ITIL, CobiT, CMMI and e-TOM. After analysis of the company, employees and methodology, we offer a study of topics to upgrade the quality management standards within the total internal and external market and targeting the main focus customers.

With the breakthrough of the Internet market has opened up a wide range of benefits to consumers and businesses in a ubiquitous manner, which made that we planned many ways of Internet systems such as e-commerce, m-commerce and e-marketing among others.

We offer alternative ways of solution to the company to adapt its systems and better know the market demand. As a solution of past failures we suggest a preventive maintenance system with the service desk, assisting in help desk and call center, dividing these into local ,centralized and virtual supports.

Keywords: free software, proprietary software, service desk, Cobit, ITIL, SLA, Cooperative Governance, CMMI, SOX, Balanced Scorecard, e-Tom, outsourcing, IT Governance, client / server architecture, Quality Management, Marketing, Systems proprietary software for Internet and free software.

SUMÁRIO

INTRODUÇÃO 10

1 - O QUE É SOFTWARE DEVELOPER 11

1.1 - O Problema 11

1.2 - Interesse em contratar a Consulting 12

1.3 - O Resultado Esperado 12

2 - NOSSA EMPRESA 13

2.1 - Clientes e Especialidades 14

3 - PROPOSTA DA CONSULTING PARA MELHORAR O SISTEMA DE GOVERNANÇA COOPERATIVA E A GOVERNANÇA EM TI 14

3.1 - CMMI - Capability Maturity Model Integration 16

3.2 - SOX 17

3.3 - CobiT - Control objectives for Information and Related Technology 18

3.4 - Itil - Information Technology Infrastructure Library 20

3.5 - SLA e Balanced Scorecard 21

3.6 - eTOM - enchanced Telecom Operations Map 22

3.7 - Outisourcing 23

4 - TRABALHANDO OS SISTEMAS PARA INTERNET E SOFTWARE LIVRE 24

4.1 - Arquiteturas Cliente Servidor 25

4.2 - Marketing e Comércio Eletrônico 26

4.3 - Os Softwares Livres 28

4.4 - Os Softwares Proprietários 30

4.5 - Receios entre uso de Software Proprietário e Software Livre 31

4.6 - Implantação 32

5 - PROPOSTA PARA GESTÃO DE QUALIDADE 35

5.1 - Modelos adequados 36

5.2 - A Tomada das Decisões 37

5.3 - Impacto no Ambiente externo 38

CONCLUSÃO 41

REFERÊNCIA BIBLIOGRÁFICA 42

SITES 44

INTRODUÇÃO

A empresa Software Developer é uma empresa bem conceituada no mercado de TI que desenvolve softwares, principalmente para atender instituições financeiras Bancárias. Os softwares desenvolvidos pela empresa Software Developer são proprietários, ou seja, possuem a patente dos produtos que ela desenvolve, não restando