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Software process improvement implementation based on software process reference models and standards is a complex and long-term endeavor that requires investment of large sums of money. These obstacles usually hinder organizations from implementing software process improvement successfully, especially for small and medium-size enterprises that operate under strict financial resources. This paper describes the MPS.BR, a nationwide program for software process improvement in Brazilian organizations. The main goal of this initiative is to develop and disseminate a Brazilian software process model (named MPS Model) aiming to establish a feasible pathway for organizations to achieve benefits from implementing software process improvement at reasonable costs, especially small and medium-size enterprises. This paper presents the main components of the MPS Model and discusses the strategy executed to establish and maintain a community of MPS Model practitioners. The results of MPS Model adoption and dissemination in Brazilian software industry are also presented in this paper. Copyright © 2009 John Wiley & Sons, Ltd. [ABSTRACT FROM AUTHOR]

The use of control tools to manage services in Information Technology (IT) is a reality in contemporary organizations, this can be stated on the understanding that the controls can generate financial results and contribute to reach organizational goals. Brazilian laws state the technology services should be executing by private companies, justifying the need to control and supervise the implementation of these services. Brazilian National Cancer Institute acquired a new Service Desk Manager Software in order to simplify support operations through narrow integration between service request management process, incident, problem, changes, knowledge, assets and configuration. This paper aim to measure how the usability of a service desk manager software can influence the efficiency of the service operation. This survey found that the change of application, particularly those that directly influence the performance of an activity in the organization, requires an effort on your deployment project. Factors such as usability can affect the success of the adoption of a system for a particular team. [ABSTRACT FROM AUTHOR]