Definição de SLA para Processos de Testes de Software. Um Estudo de Caso em Unidade de Teste de Integração de Sistemas

The IT (Information Technology) areas demand trustworthy mechanisms to certify generated products quality and delivery to internal or external clients. Although the spread of improvement models related to software process like CMM, ISO15504, ISO-12205, IDEAL, in some cases a major commitment with results is desirable. At this way an approach to establish Service Level Agreements (SLA) can be used. So to get a effective SLA definition and utilization an methodology to implant and control SLA should be used. The service level management (SLM) process should be used too to assure that services levels will be delivered to all IT users. This work shows a methodology to SLA definition for system integration test process. The methodology was based on ITIL (IT Infrastructure Library) model and validated in a case study on a software tests factory. Was implemented planning phases, getting SLM plan and a piece of execution phase generating the service catalog and a SLA draft. The approach based on ITIL give evidence to be really adherent because of the few necessary changes to support the tests process. Index Terms — Test Process, Integration Systems Test, SLA, SLM, ITIL. —————————— ——————————