WWW/Internet - Portal do Software Público Brasileiro

IADIS International Conference WWW/Internet 20105CQualiBR. The Figure 1 shows the process capability area “Service Providers Admission”, Figure 2presents “Service Delivery”, and Figure 3 presents “Community Service Management”.Service Providers AdmissionPurpose:The purpose of the Process Capability Area “Service Providers Admission” is to guide the establishment ofprocedures in order to manage the service providers admission for the SPB communities.Objectives and PracticesObjective APS 1 Prepared Admission:The admission is prepared based on the objectives, strategies and criteria for service delivery.Practice APS 1.1 Establish and Maintain the Objectives of Service DeliveryPractice APS 1.2 Establish and Maintain the Admission StrategyPractice APS 1.3 Establish and Maintain the Criteria for AdmissionPractice APS 1.4 Take Actions to Attend the ObjectivesObjective APS 2 Admission Performed and Monitored:Admission is performed based on the criteria defined, the agreement is established and used as reference tomonitor the service delivery.Practice APS 2.1 Perform and Monitor AdmissionPractice APS 2.2 Establish and Maintain AgreementPractice APS 2.3 Communicate the Admitted Service ProvidersPractice APS 2.4 Monitor Service Delivery over the ObjectivesPractice APS 2.5 Review the Admissions based on the Monitoring ResultsFigure 1. Purpose, objectives e practices of process capability area service providers admissionService DeliveryPurpose:The purpose of the Process Capability Area “Service Delivery” is to guide the establishment of processes fordelivering a service based on a service agreement.Objectives e PracticesObjective GSC 1 Service Delivery:The service is delivered based on the service agreement.Practice PS 1.1 Establish agreementPractice PS 1.2 Prepare for service deliveryPractice PS 1.3 Deliver and Monitor the ServicePractice PS 1.4 Request an evaluation of the delivery servicePractice PS 1.5 Communicate the results of the service evaluationFigure 2. Purpose, objectives e practices of process capability area service deliveryCommunity Service ManagementPurpose:The purpose of the Process Capability Area “Community Service Management” is to guide theestablishment of processes so that the moderator of the Community monitors the activities performed by theMPV Service Providers, taking proper action when significant deviation occurs in compare to theCommunity objectives.Objectives e PracticesObjective GSC 1 Services Managed:The services are managed, operationally and strategically, and actions are taken and monitored.Practice GSC 1.1 Establish the Community ObjectivesPractice GSC 1.2 Establish and Maintain a Strategy to Achieve ObjectivesPractice GSC 1.3 Monitor Service ProvidersPractice GSC 1.4 Verify Alignment with the Community ObjectivesPractice GSC 1.5 Take Corrective ActionsFigure 3. Purpose, objectives and practices of process capability area community service management311