Antão Moura

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Business-driven IT management (BDIM) is a new, evolutionary and comprehensive IT management approach that aims to improve IT infrastructure, service quality and business results at the same time. To that end, it needs to model and numerically estimate ITbusiness linkage. BDIM concepts are finding ways into ITIL-based management processes as well as into new(More)
A method is proposed whereby values for Service Level Objectives (SLOs) of an SLA can be chosen to reduce the sum IT infrastructure cost plus business financial loss. Business considerations are brought into the model by including the business losses sustained when IT components fail or performance is degraded. To this end, an impact model is fully(More)
Business–driven IT management (BDIM) aims at managing enterprise IT infrastructure and services efficiently and at improving business results at the same time. BDIM is based on mappings between IT technical performance metrics and business relevant metrics and exploit the linkage to provide decision support to IT management so as to maximize business value(More)
In the Change Management process within IT Service Management, some activities need to evaluate the risk exposure associated with changes to be made to the infrastructure and services. The paper presents a method to evaluate risk exposure associated with a change. Further, we show how to use the risk exposure metric to automatically assign priorities to(More)
Change management is one of the most critical processes in IT management. Some of the reasons are the sheer number of changes and the difficulty of evaluating the impact of changes on the IT services being provided. Through carrying out a survey with IT managers and practitioners, we have found that, among the activities performed during change management,(More)
From the results of a web survey we carried out in 2006, the main challenge in IT change management from a change manager’s perspective was identified as planning and scheduling of changes. This paper begins to address this problem by taking business considerations into account; this is done through a business-driven IT management (BDIM) approach. A(More)
A methodology for designing data center infrastructure for E-commerce sites is developed. It differs from existing methodologies in that it evaluates and compares alternative designs from a business perspective, that is, by evaluating the business impact (financial loss) imposed by imperfect infrastructure. The methodology provides the optimal(More)
This paper proposes using financial loss functions to estimate the impact that IT service level agreements (SLAs) have on business process performance. For that, an organizing framework based on balanced scorecard concepts is first presented to tie those functions to strategic business processes; and then, the impact of service levels on business(More)
A business-driven approach to designing service level agreements in an e-commerce environment is proposed. In contrast to conventional SLA design approaches, the one proposed better captures the linkage between service provider and service client by considering the negative business impact (business loss) originated from IT infrastructure failures and(More)