Jorge Manuel de Oliveira Vicente Tese de Mestrado em Engenharia ...

List of Figures
Figure 1 – Strategic Business/IT Alignment Model (source:[2]). ............................................ 1
Figure 2 – Evolution of the IT Function within organizations (source:[4]). .............................. 3
Figure 3 – IT Governance and IT Management (source: [5]). ................................................ 3
Figure 4 - Business view Vs Service view. ............................................................................. 6
Figure 5 – Level of knowledge for the thesis. ......................................................................... 7
Figure 6 – The SLA Contract (source: [15]). ........................................................................... 9
Figure 7 – Five essential steps to a successful SLM program (source:[15]). ....................... 14
Figure 8 – Service and Associated SLA Life Cycle (source: [16]). ....................................... 15
Figure 9 - IT-service performance management framework (source:[20]). .......................... 16
Figure 10 - ITIL Processes (source:[22]). ............................................................................. 24
Figure 11 - Overall COBIT Framework (source:[1]). ............................................................. 25
Figure 12 – Problems and Priorities of CEO’s and CIO’s (source: [27]). ............................. 27
Figure 13 – Porter’s Value Chain (source:[28]). ................................................................... 28
Figure 14 – Relations and the systems that support them. .................................................. 29
Figure 15 – Customer-Provider cycle. .................................................................................. 31
Figure 16 – Cycle supported by COBIT, ITIL and BPM. ....................................................... 36
Figure 17 – Conceptual Overview. ....................................................................................... 37
Figure 18 – Logical relation of the Framework. .................................................................... 39
Figure 19 – Business Process Monitorization and IT Service Monitorization relation. ......... 41
Figure 20 – Millennium bcp IT Global Division. .................................................................... 45
Figure 21 – Millennium bcp Business Support Division. ....................................................... 45
Figure 22 – Screenshot 1 MIS: Business Process Overview. .............................................. 49
Figure 23 – Screenshot 2 MIS: Business Process Management. ........................................ 49
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