Aplicação da Lógica Difusa para Avaliação de Maturidade de Processos de TI: Um Estudo de Caso

Abstract

This study presents how to use fuzzy logic to reduce the subjectivity in the evaluation of IT process maturity, allowing for a more precise quantification of subjective analyses. Initially, the work addresses the theoretical foundation of fuzzy logic and the maturity model for IT processes described in the CobiT® 4.1 framework. Then, it demonstrates that the application of fuzzy logic as a tool for analyzing IT process maturity in a company allows for an analytical model that captures results through simple observations and interviews, quantifying them to provide the overall maturity level of the process more accurately than an empirical analysis. The work presents a practical example of maturity analysis of processes related to information security in an IT service provider company. The proposed model can be adopted by organizations to provide accurate information that helps direct efforts to improve processes with lower maturity levels, adding value to the organization and the services offered to customers.