TIVIT - Excelência Operacional

Operational Excellence

Operational Excellence

TIVIT operates based on corporate governance practices and uses in its service operations the TIVIT Integrated Management Optimized Methodology (MOGIT), which incorporates a set of studies to improve processes in every IT area and disciplines. The management model in layers allow seeing the client support strategy (in the middle). In order to supply the client’s needs, there are processes related to client’s satisfaction. Then we have COBIT, focusing on control goals existing in the delivery processes and IT management (IT). ITIL, ISO 27001:2005 and PMI, are in the most specifict layer of practice definition. ISO 9001:2008 enters as an “umbrella” system, where the specifications of each one of the previous practices are documented, registered, periodically monitored, and have action plans (PDCA) to solve problems.

MOGIT is the methodology where we align to the standards, best practices and requirements of the clients and integrates the following items:

Quality policy

ENSURE THE VALUE ADDED TO CUSTOMER'S BUSINESS, THROUGH SERVICES, SEEKING:

M

Making constant improvements in our products and services through the usage of best practices in order to get operational excellence and organizational learning.

O

Optimizing the usage of technology applied to business in order to expand our product and service portfolio.

G

Generating sustainable business growth in both domestic and international markets, focusing on transparency regarding information, and, as a result, maximizing return to shareholders.

I

Investing in the development of our employees’ behavioral and technical competencies, enhancing the value of ethics, flexibility, agility, commitment and social responsibility.

T

Trying constantly to work in a creative, innovative, fast and flexible way, so as to meet our clients’ needs.

Formulated as framework and directed for IT management, this Good Practices Guide is not dependent on the platforms adopted in the companies, neither on the type of business and IT value and participation in your company’s productive chain. Other information: CobiT®, or Control Objectives for Information and related Technology, is a good practices guide presented as framework, directed for IT management. Maintained by ISACA (Information Systems Audit and Control Association), it has a series of resources that may serve as a reference model for IT management, including an executive summary, framework, control goals, audit maps, tools for its implementation and, mainly, a guide with management techniques. Specialists in management and independent institutes recommend to use CobiT as a way of optimizing IT investments, improving the perceived return on investment (ROI) and supplying metrics to assess results (Key Performance Indicators KPI, Key Goal Indicators KGI and Critical Success Factors CSF).

The ABNT NBR ISO/IEC 9001:2008 norm – Quality Management System – International Organization for Standardization defines a group of technical standards that establish a Quality Management model for organizations in general, regardless of their segment or size. TIVIT uses the 9000 set of standards, which provide a set of guidelines for the implementation of Quality Management Systems and adopts the practices of ABNT NBR ISO 19011:2012 – Guidelines for Auditing of Management Systems to conduct its audits internal in an integrated manner for all procedures used in the Management System (MOGIT).

ITIL seeks to promote management focused on the Client and on the quality of IT services, allowing an improvement in the service level agreements (SLAs) with a reduction in time and costs. Besides this, ITIL makes the business focuses on the value, rather than the cost – thinking in the entire chain that involves the service provision (end-to-end service) – allowing for progresses in the first response line to the users, followed by an improved internal communication. The processes are certified by the standard “ABNT NBR ISO/IEC 20000-1:2011 – Tecnologia da Informação – Gerenciamento de Serviços” (“ABNT NBR ISO/IEC 20000-1:2011 – Information Technology - Service Management”). Other information: It’s the first standard issued by ISO (International Organization for Standardization) regarding IT service management. ISO/IEC 20000 is a set that defines the best practices in IT service management and intends to be fully compatible with ITIL (Information Technology Infrastructure Library).

The norm ABNT NBR ISO/IEC 27001:2013 – Information Security Management System is a standard for management systems (ISMS – Information Security Management System), which guarantees security throughout the business cycle, from planning of new features in systems to compliance with laws and regulations. The norm ISO 27001:2013 ensures the adoption by the organization of a set of requirements, processes and controls in order to mitigate and properly manage the risks of the organization and ensure physical and logical security.

TIt aims to foster and increase project management knowledge and improve the performance of professionals and organizations in the area and implies in the application of knowledge, skills and techniques to implement projects effectively and efficiently. This is a strategic competency for organizations, allowing them to align project outcomes with business objectives and thus better compete in their markets. TIVIT carries out Project Management with standardized procedures and forms to optimize the work and plan preventive, corrective and improvement actions.

HDI – SCC (Support Center Certification) is a certification which attests the dedication of a Support Center to excellence, efficiency and quality of service, based on an industry standard globally recognized, with a great performance in the results and in the satisfaction of Clients and employees.

The Six Sigma program used by TIVIT aims to reduce the variations presented in the business processes, in order to improve the organization’s general performance and with a positive impact, either direct or indirect, on the Client’s requirements.

In order to provide security to TIVIT’s customers and their auditors on the existence and effectiveness of internal controls that impact the delivery of services, TIVIT has adapted its internal controls to the market’s best practices, and annually reviews the ISAE 3402 Report (International Standard on Assurance Engagements N.3402) by means of an independent auditing firm. This report is the new standard for service organizations and replaces the former SAS70, focusing on Security, Availability, Integrity, Confidentiality and/or Privacy. The new standard of the ISAE 3402 was developed to meet users globally. TIVIT provides the ISAE 3402 Report to its customers as another service that aims to reduce and minimize the effort and duration of audits, ensuring standardization and adequate internal controls.

It is a set of capability maturity model integration for system and software engineering. CMMI for Development (CMMI-DEV) is a maturity model to improve processes, to be used in developing products and services, and formed by the best practices associated to activities of development and maintenance which cover the life cycle of the product from conception up until delivery and maintenance.

The SAP Certified Provider of Application Management Services certification ensures standards for tasks related to the areas of support, optimization and improvement of SAP solutions focused on productive environments, and it includes operation and support, development and maintenance of business applications. These applications can be built to meet the needs of the client organization, application packages or any other combination. The SAP Certified Provider of Hosting Services certification ensures the service provider’s quality criteria and SAP skills to become a SAP hosting partner. In general, the SAP hosting certifications (partner program) verify that the facilities and services of the service providers’ organizational structure reflect their current processes and competencies, experience and skills in continuous operation of complex SAP environments. The SLA models and service standards of the Datacenter provider and the operation of SAP solutions in data center sites are evaluated to verify whether there are IT processes and security levels, hosting services and experience in managing and implementing SAP solutions. The SAP Cloud Services certification guarantees the quality, availability and security of the SAP Cloud solutions. TIVIT is a SAP partner service provider, able to provide standardized IT solutions and high quality SAP services. Certifications SAP: • Run SAP • SAP Certified in Cloud Services • SAP Certified Provider of Application Management Services • SAP Certified Provider of Hosting Services • SAP Hana Operations Services • SAP Outsourcing Operations Partner • SAP Partner Center of Expertise • SAP Partner de Serviços • SAP Partner Edge Channel VAR • SAP Provider of Infrastructure Operations Services

PCI is a global open forum for ongoing development, improvement, storage, dissemination and implementation of security standards for account data protection. PCI’s mission at TIVIT is to improve the security of payment account data, promoting education and awareness on PCI Security Standards.

This is a certification issued by the Ministry of Science, Technology and Innovation as a part of the Strategic Program for Software and IT Services, which is aligned with current government policies. It provides a minimum set of Expected Results for technological development and innovation in the country and requires proof of obtaining such results. The methodology is based on the Norm ABNT NBR ISO/IEC 15504 for process evaluation. It arose from the need to verify whether the software is the result of technological development and innovation created in the country. This certification contributes to sustainable domestic development, and to the increase the country’s technological autonomy, innovation capacity and the creation of knowledge-based businesses. The software, not the company, is evaluated, and such assessment is based on the analysis of processes used in its development.

OHSAS 18001 was designed to help organizations define their health and safety objectives and policies, and it evaluates their management system in several aspects. The extent of its application depends on factors such as the organization’s occupational health and safety policies, the nature of its activities, and the conditions under which it operates. OHSAS 18001 defines the minimum requirements for best practice in health and occupational safety management.

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