• p.23 2.3 Formulação do sistema de medição do desempenho
• p.26 3.2 Relacionamento com os cidadãos-usuários
• agr04.Initiation.CL2: Define the roles and responsibilities of the client organization and the service provider under the proposed agreement.
• agr05.Initiation.CL2: SLAs & measures Define the formal service level agreements and performance measures for the services and service conditions.
• agr06.Initiation.CL2: (Procedure) Establish and implement procedures to create agreements.
• agr07.Initiation.CL2: (Procedure) Establish and implement procedures to amend agreements.
• app03.Analysis.CL2: Identify and document the governance model for the proposed sourcing action.
• mgt01.Delivery.CL2: (Plan) Plan and track sourcing management for the sourced services.
• pln01.Initiation.CL2: (Plan) Establish and implement plans for managing the sourcing project for each sourcing action.
• pln02.Initiation.CL2: Define and document the services and service conditions.
• ppl01.Ongoing.CL2: Assign roles and responsibilities to sourcing personnel based on appropriate personnel competencies.
• ppl04.Ongoing.CL3: Define and communicate the roles and responsibilities of sourcing personnel across the organization.
• tfr01.Initiation.CL3: (Plan) Plan and track the transition of the sourced service.
• tfr02.Initiation.CL3: (Procedure) Establish and implement procedures to review and verify the sourced service design.
• tfr03.Initiation.CL2: (Procedure) Establish and implement procedures to verify and account for resources transferred to service providers.
• tfr04.Initiation.CL2: (Procedure) Establish and implement procedures to manage the transfer of personnel to service providers.
• p.60 PO8 Manage Quality.
• p.90 AI5.2 Supplier Contract Management. Set up a procedure for establishing, modifying and terminating contracts for all suppliers. The procedure should cover, at a minimum, legal, financial, organisational, documentary, performance, security, intellectual property, and termination responsibilities and liabilities (including penalty clauses). All contracts and contract changes should be reviewed by legal advisors.
• p.90 AI5.4 IT Resources Acquisition. Protect and enforce the organisation’s interests in all acquisition contractual agreements, including the rights and obligations of all parties in the contractual terms for the acquisition of software, development resources, infrastructure and services.
• p.102 DS1 Define and Manage Service Levels.
• p.118 DS5.4 User Account Management. Address requesting, establishing, issuing, suspending, modifying and closing user accounts and related user privileges with a set of user account management procedures. Include an approval procedure outlining the data or system owner granting the access privileges. These procedures should apply for all users, including administrators (privileged users) and internal and external users, for normal and emergency cases. Rights and obligations relative to access to enterprise systems and information should be contractually arranged for all types of users. Perform regular management review of all accounts and related privileges.
• p.130 DS8 Manage Service Desk and Incidents.
• p.138 DS10 Manage Problems.
• p.146 DS12.3 Physical Access. Define and implement procedures to grant, limit and revoke access to premises, buildings and areas according to business needs, including emergencies. Access to premises, buildings and areas should be justified, authorised, logged and monitored. This should apply to all persons entering the premises, including staff, temporary staff, clients, vendors, visitors or any other third party.
• p.154 ME1 Monitor and Evaluate IT Performance.
• 4Ace-a1. definir critérios de aceitação
• p.61 G.4.4 Especialista legal O especialista legal é essencial para aconselhar como o contrato deve ser escrito e informar quais são as leis e regulamentações atuais e outros assuntos concernentes ao projeto, como direito de propriedade intelectual, patentes, licenças, garantias, direito de reprodução e outros. O especialista legal pode, também, auxiliar durante uma disputa e rompimento com o contratado. O uso de um especialista legal com conhecimento específico na área de software, especialmente em projetos internacionais, é fundamental para o projeto de aquisição.
• p.120 ...Determinar procedimentos de gestão dos serviços (Literatura)
• p.124 ...Identificar as obrigações da contratada e contratante (Sugestão)
• p.130 ...Preparar a minuta do contrato (Literatura)