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1033 C009 PDF
1033 C009 PDF
2, April 2016
I. INTRODUCTION
Nowadays several enterprises encounter with regulatory
issues of Information Technology Governance (ITG),
Information Technology Management (ITM) and
Information Technology Services Management (ITS)
concerning with revenue, acceptable risks, and use of
enterprise resources. Studying the issues requires a
conceptual framework which should be composed of main
duties, responsibilities, and ITG/ITM/ITS processes of the
enterprises. The framework varies regarding needs of
enterprise stakeholders, goals, and objectives.
The popular standard frameworks for studying
ITG/ITM/ITS are COBIT5 and ITILV3. Based on a recent
study of PricewaterhouseCoopers, fifty CIOs of the
enterprises worldwide have accepted the frameworks as a
mechanic for running best practices in their organizations.
Most CIOs (95%) have followed guidelines of COBIT
(63%) and ITIL (60%) [1]. Mike [2] pointed out that ITIL
was the most popular standard used in hospitals (45%) and
8% for COBIT and ISO -17799.
Haining, Shouqian, Yanan and Cheng [3] applied ITIL for
their research work called the ITSM Model in a case study
of garment industry. They selected some processes of ITIL
framework to implement in the industry. The selected
processes are incident management, configuration
DOI: 10.7763/IJCTE.2016.V8.1033
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International Journal of Computer Theory and Engineering, Vol. 8, No. 2, April 2016
perspectives.
4) Compare ITG, ITM, ITS and BSC processes in terms of
similar and different points.
5) Analyze and define variables which are able to predict
impacts of the factors to ITG, ITM, and ITS of the
enterprises.
6) Create and develop a new model based on result data
from the analysis.
7) The new model was verified by five experts who have
high experiences in ITG, ITM, and ITS; some of them
are executives working in big public companies. They
proved content and structure validity of the proposed
model.
TABLE I: ITG, ITM AND ITS PROCESSES BASED ON COBIT 5 AND
ITILV3
Evaluate, Direct,
and Monitor
Create process
Monitor process
Operate process
IT Management
Planning process
IT Governance
COBIT 5
Code
MEA02
Process name
Ensure governance framework setting and
maintenance.
Ensure benefits delivery.
Ensure risk optimization.
Ensure resource optimization.
Ensure stakeholder transparency
Manage the IT management framework.
Manage strategy.
Manage enterprise architecture.
Manage innovation.
Manage portfolio.
Manage budget and costs.
Manage human resources.
Manage relationships.
Manage service agreements.
Manage suppliers.
Manage quality.
Manage risk.
Manage security
Manage programs and projects.
Manage requirements definition.
Manage solutions identification and build.
Manage availability and capacity.
Manage organizational change enablement.
Manage changes.
Manage change acceptance and transitioning.
Manage knowledge.
Manage assets.
Manage configuration.
Manage operations.
Manage service requests and incidents.
Manage problems.
Manage continuity.
Manage security services.
Manage business process controls.
Monitor, evaluate and assess performance and
conformance.
Monitor, evaluate and assess the system of
internal control.
MEA03
S001
S002
S003
S004
Service Strategy
Service Design
Service Transition
Service Operation
S005
EDM01
EDM02
EDM03
EDM04
EDM05
AP001
AP002
AP003
AP004
AP005
AP006
AP007
AP008
AP009
AP010
AP011
AP012
AP013
BAI01
BAI02
BAI03
BAI04
BAI05
BAI06
BAI07
BAI08
BAI09
BAI10
DSS01
DSS02
DSS03
DSS04
DSS05
DSS06
MEA01
ITILV3
BSC
32
13
ITILV3
IT Service
Management
Standard Framework
COBIT5
International Journal of Computer Theory and Engineering, Vol. 8, No. 2, April 2016
Customer
Perspective
Perspective
Business
(4 Perspectives)
Financial
Perspective
Learning and
Growth
Perspective
BSC
ITS Mgmt.
(S001-5)
ITS
(5 Processes)
Integrated
ITG
(5 Processes)
Evaluate, Direct,
and Monitor
(EDM01-5)
ITM
( 32 Processes)
Planning process
(AP001-13)
Monitor process
(MEA01)
ITIL V3
COBIT5
Monitor process
(MEA01-3)
Operate process
(DSS01-6)
Create process
(BAI01-10)
Operate process
(DSS02-5)
ITM
(13 Processes )
Planning process
(AP002-3
AP009,AP0011,
AP0013)
Create process
(BAI04, BAI06,
BAI10)
Financial
Perspectives
External
factors a)
Respondent
backgrounds -Gender, Age,
Educational
degree,
Administrative
position,
Revenue and
Working
periods in the
enterprise b)
Enterprise
backgrounds -Capital
Registration,
Enterprise
Revenue, Profit
and Total Asset
Customer
Perspective
Internal
Business
Process
Perspective
Learning
and Growth
Perspective
Received
benefits of
Enterprise
Financial
Perspectives
Customer
Perspective
Internal
Business
Process
Perspective
Learning
and Growth
Perspective
Acceptable
risks of
Enterprise
Financial
Perspectives
Customer
Perspective
Internal
Business
Process
Perspective
Learning
and Growth
Perspective
Usable
resources of
Enterprise
Fig. 2, a new model for studying ITG, ITM and ITS. The
model displays key elements: a) external variables (six
respondent backgrounds: sex, age, education, revenue,
position and working period as well as four financial status
International Journal of Computer Theory and Engineering, Vol. 8, No. 2, April 2016
[4]
[5]
[6]
[7]
[8]
[9]
[10]
III. CONCLUSIONS
[11]
[12]
[13]
[14]
[15]
[16]
[17]
[18]
[19]
[20]
[21]
REFERENCES
[1]
[2]
[3]
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International Journal of Computer Theory and Engineering, Vol. 8, No. 2, April 2016
Senior Analyst manager at Siam Cement Co., Ltd. (1988-2007), b) Senior
Business Director of Xena Technology Co., Ltd. (Jan - June 2008), c) IT
audit manager at Pruksa real estate (Public Co.), Ltd. (July 2008-12), and d)
SAP consultant freelance (1997-2014).
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