Application of IT Management Frameworks in Higher Education Institutions

Abstract

Abstract. IT Management best-practice process frameworks for IT Service Management and IT Governance have been applied by many organizations to structure and improve operational IT management and IT governance. It further facilitates customer centric, cost efficient and compliant IT Service provisioning. IT Management has undergone various evolutionary stages and changes over recent years due to the evolving maturity of best-practice recommendations and evolving IT requirements. This paper refers to the current practices and standards in the areas of IT Service Management and IT Governance. A case study identifies and outlines implications for the Higher Education sector. The practical adoption of these frameworks in higher education institutions suggests that the domain has advanced and matured in recent years. However further research and adjustments are required to further facilitate the adoption of the core ITSM and IT Governance principles.Keywords: IT Service Management, IT Governance, ITIL, CobiT. IntroductionService Science for IT and related technologies holds high importance in the current business world with organizations recognizing IT not only as a cost center but also as a crucial factor in enabling the success of an organization through IT Alignment. This manifests itself in areas such as IT Governance and IT Service Management (ITSM). Organizations aim to improve the IT Services delivery by adopting IT service management processes and transforming their organization from a provider of IT focused functions into a customer-centric organization meeting customer requirements [3]. Such an IT context requires the organization to effectively identify required IT Services, plan the development of new services, support operational services and continuously redefine service provisioning. Thus IT Management should cover the entire lifecycle of IT Services. ITSM and IT Governance aid in this scenario by offering frameworks that act as models for organizations in implementing the best practices and improvising their service offerings. ITSM aligns the business and IT of an organization by directing IT efforts to achieve business demands and achieving customer satisfaction by ensuring the quality of the services. The alignment of IT usage and business needs in an organization in an appropriate manner can be achieved with

Improvement of IT Infrastructure Management by Using Configuration Management and Maturity Models: A Systematic Literature Review and a Critical Analysis

“…Comparative purpose permits an organization to benchmark its capabilities in externally and internally way, using a large number of historical data from another organization's assessments. (Knahl, Bayro-Corrochano, & Hancock, 2013). Several researchers have created MMs to help IT organizations implement important frameworks in their infrastructure, by helping them have a robust and easy control of the overall processes (Pereira & Mira, 2010).…”