On the improvement of IT process maturity: assessment, recommendation and validation

Abstract

The use of information technology (IT) in enterprises must be governed and managed appropriately using IT processes. The notion of IT process maturity is useful to measure the actual performance and to define the desired performance of IT processes. Improvements are necessary when there are gaps between the actual and desired performance. Most literatures focus on IT process maturity assessment. They do not address how to improve IT process maturity. This paper proposes an approach to enterprise IT process maturity improvement for COBIT processes. The approach consists of three activities, i.e. IT process maturity assessment, recommendation, and validation. Assessment is to recognise the process’ control objectives maturity. From the assessment results, recommendation identifies control objectives that must be improved and then suggests improvement actions. The prescriptive nature of the control objectives facilitates in suggesting those actions. Recommendations for managements are defined by abstracting similar actions. Validation checks whether the recommendations match with the enterprise needs and capability. It includes a scale for validation, in which enterprise’s capability is categorized into (i) not capable, (ii) capable with great efforts, and (iii) fully capable. The paper illustrates the approach with a case study.