IT Governance and Benefit Models: Literature Review and Proposal of a Novel Approach

Ghildyal, Amit; Chang, Elizabeth

doi:10.17706/ijeeee.2017.7.2.123-131

Cited by 2 publications

(1 citation statement)

References 14 publications

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“…Many large companies with IT services used information technology (IT) framework to govern their internal IT services used by other internal departments such as the marketing, human resource, and finance department. According to [56], many IT frameworks are used to govern the IT system according to the organization's business environment, mission, and vision of the company. IT governance represents a structural relationship between different processes and mechanisms through effective and efficient use of IT strategy and resources that coordinated to achieving the goals and objectives of an organization.…”

Section: Information Technology (It) Frameworkmentioning

confidence: 99%

A Review of Service Quality Elements towards the Overlapping IT Framework Process on the IT Hardware Support Services (ITHS)

Ahmad¹

2020

IJATCSE

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Many large organizations use the information technology (IT) service processes to deliver IT services within the service level agreement (SLA). In order to support and expand the business, an organization needs to be able to promise reliable and effective information technology (IT) Service Quality. Nevertheless, each of the IT frameworks has many components and processes. This is difficult for the organization as it involves management commitment, complicated process diagrams, general work instructions, it does not assign process owners, and concentrating too much on performance. It can also be troublesome because it does not include a roadmap or description of key process areas for change, but rather only defines the priorities of each implementing stage. Several of these IT frameworks are not combined and possibly unified to provide such a dominant IT framework developed, especially for IT hardware support services (ITHS). The combination of reliability, assurance, responsiveness, empathy, and tangibles in the IT framework can complement the Service Quality dimension as it enhances the quality of services, especially in the IT hardware support services. This approach is used to measure the IT service department, especially the hardware support services, as it reflects the operational performance of the organization. This study is proposed to assist organizations with multiple frameworks completion constraints by enlightening them the overlapping frameworks before its implementation. This study adopted the design science research (DSR) as its methodology. The objective of this study is to demonstrate and evaluate the proposed ITHS. This study represents a novel and state of the art piece to the body of knowledge. The organization can also apply it to improve its IT services. It is found that the proposed maturity model as complete and useful. Positively, this study enhances the conflicting problem in the structure and suggests that some organization do not realize the real maturity level of their IT system. Researchers can identify and develop a maturity model for multiple application for its current IT systems processes. The findings of this study is strengthened by the creation of a specific maturity overlap that involves the most renowned IT frameworks on the market which improves the way organizations manage the complexity of overlapping frameworks.

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Section: Information Technology (It) Frameworkmentioning

confidence: 99%

A Review of Service Quality Elements towards the Overlapping IT Framework Process on the IT Hardware Support Services (ITHS)

Ahmad¹

2020

IJATCSE

View full text Add to dashboard Cite

show abstract

The suitability of Technology, Organization and Environment (TOE) and Socio Technical System (STS) for assessing IT Hardware Support Services (ITHS) Model.

Ahmad

Othman

Arshah

et al. 2021

J. Phys.: Conf. Ser.

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IT support services are the crucial part in daily business operation services in any organization. Special attention is needed, especially in managing users or client satisfaction when using the IT services to address the user’s problem or request IT hardware issues. Service quality (SQ) dimension is used to measure the effectiveness in delivering IT service support hardware to users. To strengthen the elements of the ITHS (IT Hardware Support Services), information system theories (IS) are used to harmonize the IT environment especially on the service support related to the IT hardware component. Two such theories taken from the IS environment are: Technology, Organization and Environment (TOE) and Social Technical System (STS). In this model, discussion is on the suitability of the above theories to assess ITHS, ability to achieve the service quality that reflect back to the users, client, and organization in achieving the service performance based on the SERVQUAL dimension.

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IT Governance and Benefit Models: Literature Review and Proposal of a Novel Approach

Cited by 2 publications

References 14 publications

A Review of Service Quality Elements towards the Overlapping IT Framework Process on the IT Hardware Support Services (ITHS)

A Review of Service Quality Elements towards the Overlapping IT Framework Process on the IT Hardware Support Services (ITHS)

The suitability of Technology, Organization and Environment (TOE) and Socio Technical System (STS) for assessing IT Hardware Support Services (ITHS) Model.

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