Opera??o de servi?os de TI: uma abordagem do dimensionamento de recursos e dos incentivos financeiros

摘要

The sizing IT (Information Technology) services resources and incentives for efficient operation should be planned according to the service levels needs and IT provider and customer objectives. The analysis of studies of scaling can be used as strategic information, adapting the IT assets and staff size and enable capacity planning. As a complement, the best practices enable clear rules for penalties and gainsharing over the relationship between customer and IT provider. Hence, this paper aims to contribute with an approach that allows perform flexible service level agreements, allowing a lower risk of outsourcing. Simulation and methods are highlighted for service baseline change which seek to provide benefits to providers and clients, avoiding conflicts over the service operation. The research uses a literature review and an application in matters related to the study area. The results and analysis looking at the possible sizing, flexibility in SLA and incentives for IT external providers in its services operations.