An Overlapless Incident Management Maturity Model for Multi-Framework Assessment (ITIL, COBIT, CMMI-SVC)

Abstract

Aim/Purpose: This research aims to develop an information technology (IT) maturity model for incident management (IM) process that merges the most known IT frameworks’ practices. Our proposal intends to help organizations overcome the current limitations of multiframework implementation by informing organizations about frameworks’ overlap before their implementation. Background: By previously identifying frameworks’ overlaps it will assist organizations during the multi-framework implementation in order to save resources (human and/or financial). Methodology: The research methodology used is design science research (DSR). Plus, the authors applied semi-structured interviews in seven different organizations to demonstrate and evaluate the proposal. Contribution: This research adds a new and innovative artefact to the body of knowledge. Findings: The proposed maturity model is seen by the practitioners as complete and useful. Plus, this research also reinforces the frameworks’ overlap issue and concludes that some organizations are unaware of their actual IM maturity level; some organizations are unaware that they have implemented practices of other frameworks besides the one that was officially adopted. Recommendations for Practitioners: Practitioners may use this maturity model to assess their IM maturity level before multi-framework implementation. Moreover, practitioners are also incentivized to communicate further requirements to academics regarding multi-framework assessment maturity models. Recommendation for Researchers: Researchers may explore and develop multi-frameworks maturity models for the remaining processes of the main IT frameworks. Impact on Society: This research findings and outcomes are a step forward in the development of a unique overlapless maturity model covering the most known IT frameworks in the market thus helping organizations dealing with the increasing frameworks’ complexity and overlap. Future Research: Overlapless maturity models for the remaining IT framework processes should be explored.

Tren Penggunaan Framework COBIT, ITIL, dan ISO 27001 Pada Rentang Tahun 2014-2018 di Indonesia

“…Berbeda seperti penelitian (Suryawan & Veronica, 2018) yang menggunakan 3 situs website, pada penelitian ini menggunakan Google Scholar sehingga data yang didapatkan lebih lengkap karena data yang didapatkan berasal dari berbagai website yang berbeda. Dengan menggunakan search engine untuk publikasi seperti Google Scholar, maka dapat menutupi gap pada penelitian (Aguiar et al, 2018) mengenai terbatas ruang lingkup saat pengumpulan data. Pada tahapan pertama yakni pengumpulan data menggunakan teknik web scraping dengan menggunakan aplikasi Publish or Perish, pada search engine Google Scholar didapatkan data mentah sebesar 5.708.…”

“…Informing Science Institute melakukan penelitian mengenai seberapa besar jumlah penggunaan framework TI yang menggunakan metode survei yang dilakukan pada 2 negara yakni Portugal dan U.S.A dengan menggunakan framework ITIL, COBIT, CMMIW-SVC. Hasil dari penelitian ini adalah framework ITIL yang paling banyak digunakan dari kedua framework lainnya (Aguiar et al, 2018). Penelitian serupa mengenai perbandiangn framework COBIT dan ITIL dari berbagai negara mengenai performa terbaik dalam mencapai tujuan bisnis, dimana terdapat berbagai faktor yang mempengaruhi keberhasilan framework TI (Suryawan & Veronica, 2018) Pada penelitian sebelumnya oleh (Aguiar et al, 2018) data yang digunakan menggunakan survey pada 2 negara jadi masih terbatas dengan ruang lingkup tertentu.…”

“…Hasil dari penelitian ini adalah framework ITIL yang paling banyak digunakan dari kedua framework lainnya (Aguiar et al, 2018). Penelitian serupa mengenai perbandiangn framework COBIT dan ITIL dari berbagai negara mengenai performa terbaik dalam mencapai tujuan bisnis, dimana terdapat berbagai faktor yang mempengaruhi keberhasilan framework TI (Suryawan & Veronica, 2018) Pada penelitian sebelumnya oleh (Aguiar et al, 2018) data yang digunakan menggunakan survey pada 2 negara jadi masih terbatas dengan ruang lingkup tertentu. Sedangkan pada penelitian oleh (Suryawan & Veronica, 2018) pencarian data berdasarkan 3 situs web yakni IEEEXplore, Science Direct, dan Emerald Insight, maka data yang didapatkan tentu tidak sama seperti menggunakan Google Scholar atau Microsoft Academy yang memiliki data yang lebih lengkap.…”

Risk Management Analysis of Bus Transportation Application Using Cobit 4.1

“…COBIT 4.1 has the mission of conducting research, developing, publishing, and promoting papers and updating the order or provisions of IT Control Objectives that are generally accepted. Meanwhile, the vision of COBIT 4.1 is to make CO-BIT the only model for information technology management and control [14].…”

A review of methods used on IT maturity models development: A systematic literature review and a critical analysis

“…Maturity models can be seen as a tool, used to evaluate the as-is state of an organization and to enhance organization’s capabilities by defining an improvement path, displaying the best procedures to increase process’s effectiveness and efficiency (Proença, 2016). Therefore, organizations are using maturity models to evaluate their methods and processes in accordance with the good management practices (Aguiar et al, 2018) This evaluation is “constructed” by a comparison between a set of criteria and characteristics, provided by a maturity model, and the organization activities behavior, shown in a gradual scale, assigning a state or a maturity level to an organization capability or a capability combination (Lã, 2011). One of the maturity models’ main roles is to identify organization’s weaknesses and strengths (Lahrmann et al, 2010).…”