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Business Intelligence (BI) is a term that gained popularity in recent years, with other concepts coming along, such as Data Warehouse, Data Mart, Data Deluge, Data Quality, ETL (Extract, Transform, Load), and Data Science, the modern umbrella term. The increase of the competitiveness and wildness among organizations in the current market and business intensifies the need of those organizations to have and hold key information about their issues. This gathering and analysis will keep the stakeholders always informed about their products. A systematic review, independently of the study area, uses a transparent and systematic process to define a research question, search for studies, access their quality and synthesize findings qualitatively or quantitatively. This reviews’ general objective is to analyze experience reports and scientific publications in the context of business intelligence development processes, with the purpose to characterize approaches as success cases, as well as the utilization of guides, knowledge bases and bodies of knowledge to support the further need to create new processes of development and/or to improve the existent processes. The result of this literature review has several implications for BI development researchers, practitioners, and tool developers, but the lack of studies in respected journals reveals that Business Intelligence is still used as needed in corporations, supporting the idea that a formal process needs to be created, to give a set of guidelines, also giving the opportunity to bring a new possibility in information technology studies.

This paper is held in the information technology services management environment, with a few ideas of information technology governance, and purposes to implement a hybrid model to manage the services of a database, based on the principles of information technology services management in a supplementary health operator. This approach utilizes fundamental nuances of services management guides, such as CMMI for Services, COBIT, ISO 20000, ITIL and MPS.BR for Services; it studies harmonically Availability and Continuity Management, as most part of the guides also do. This work has its importance because it keeps a good flow in the database and improves the agility of the systems in the accredited clinics in the health plan.

This paper is held in the information technology services management environment, with a few ideas of information technology governance, and purposes to implement a hybrid model to manage the services of a database, based on the principles of information technology services management in a supplementary health operator. It is a hybrid model because utilizes fundamental nuances of services management guides, such as CMMI for Services, COBIT, ISO 20000, ITIL and MPS.BR for Services. This study has its importance because it keeps a good flow in the database and improves the agility of the systems in the accredited clinics in the health plan.