Operational Excellence

As the basis of their service operations, TIVIT uses the Optimized Integrated Management Methodology TIVIT (MOGIT), which incorporates a set of studies for improving processes in all areas and disciplines of IT.

The management model in layers allows you to view the strategy of customer support, located in the center. To supply the needs of customers there are processes related to Customer Satisfaction Survey. Next is the COBIT focusing on control objectives available in the delivery and management processes.

ITIL, CMMI, ISO 27001 and PMI layer are more specific definition of practice (as). The ISO 9001 system comes as an umbrella where the specifications of each of the previous practices are documented, recorded, monitored regularly and they have action plans for solving problems. And at last, Six Sigma works on projects with large performance gains.

The MOGIT is aligned to standards and requirements of the Brazilian and international markets, and includes items such as:

•    COBIT – Control Objectives for Information and related Technology
Formulated as a framework and directed for IT management, this Good Practice Guide for Managing Information Technology is independent of the platforms adopted in businesses, as well as the type of business and the value and share of information technology in their production chain company.

•    ISO 20.000 e ITIL (Information Technology Infrastructure Library)
ITIL aims to promote management focused on the customer and on the quality of IT services, allowing an improvement in service level agreements (SLAs), with reduction of time and costs.

Furthermore, ITIL allows the business to focus on value in instead of the cost, considering the entire chain that involves the services delivery (end-to-end service), providing progress in the first line of response to users, followed by better internal communication. The processes are certified by ISO 20000.

•    ISO 27001:2011 – Management of Information Security and Technical Security System
The ISO / IEC 27001 is a standard for Information Security Management System (ISMS), that ensures the safety throughout the business cycle, from planning new features in systems to law and regulations abiding.

•    ISO 9001: 2008 – International Organization for Standardization
Designates a group of technical standards that establish a model of quality management for organizations, whatever their type and size. TIVIT uses the standards of the 9000 family, which provide a set of guidelines for implementation of Quality Management Systems.

•    PMI - Project Management Institute
It aims to promote and expand knowledge about project management and improve the performance of professionals and organizations. TIVIT performs the Project Management with procedures and standard forms for systematizing the work and plan preventive and corrective actions.

•    CMMI – Capability Maturity Model Integration
CMMI is an evolution of the CMM and aims to establish a single model for corporate process improvement, integrating different models and disciplines. TIVIT molds their software development processes based on projects, ensuring standardization and institutionalization of the activities.

•    HDI – Certification created specifically for Support Centers
HDI is a certification that attests the commitment of a Support Center to excellence, efficiency and quality of service, based on a globally recognized industry standard, with excellent performance on the results and on the satisfaction of customers and employees.

•    Six Sigma – Methodology for expressive improvement leaps
The Six Sigma program, used by TIVIT, aims to reduce variations in business processes in order to improve the organization overall performance and impacting in a positive way, directly or indirectly, in the Customer's requirements.

•    SAS 70 – Statement on Auditing Standards
To provide security to customers and auditors about the existence and effectiveness of internal controls which impact the delivery of services each year, TIVIT reviews the SAS 70 report with an independent auditing company, ensuring standardization and adequate internal controls for open and mainframe environments.