Continuity and availability management: Case study: A hybrid model applied in databases services of a suplementary healt operator

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.