Abstract
The Information Technology (IT) market represents USD 2,23 trillion worldwide. Of these, about 50% refers to software and IT services. Productivity and quality are fundamental for the growth of this sector. The MR-MPS-SV model represents a way to lead process improvement in the IT services segment, allowing a gradual evolution of the organization through levels of maturity. However, no studies were found that indicate actual improvements with its use. The objective of this study was to understand the benefits achieved by companies using MR-MPS-SV as a reference and to identify the main difficulties faced during the implementation and maintenance of the improvement program. The study was based on a survey conducted on the officially assessed companies. The results point to significant improvements in productivity, quality of service, the organization’s image, and profitability.
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Acknowledgments
We thank the companies that participated in the study and the implementers that supported its application: Suzana Sampaio, Luiz Sergio Silva. Rosmar da Luz, Edenilson Burity, Ana Cecília Zabeu and Sarah Kohan.
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Reinehr, S., Malucelli, A. (2019). Maturity in IT Service Management: A Longitudinal Study. In: Walker, A., O'Connor, R., Messnarz, R. (eds) Systems, Software and Services Process Improvement. EuroSPI 2019. Communications in Computer and Information Science, vol 1060. Springer, Cham. https://doi.org/10.1007/978-3-030-28005-5_8
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