Computational Analysis of IT Governance Audit Using COBIT 4.1 Framework: A Customer Perspective

Abstract

A company’s performance can be measured by the number and satisfaction of customers, which helps in maintaining customer relationships. Indicators such as customer satisfaction, perception of service, and loyalty can be derived from the Customer Perspective of the Balance Scorecard (BSC). Conducting an IT governance audit is essential to understand how customers perceive a service. The use of the COBIT 4.1 Framework for IT governance audits is recognized for its detailed process, both for business and governance purposes, to avoid vulnerabilities and threats, thereby increasing customer satisfaction. Effective IT governance plays a crucial role in enhancing customer satisfaction and achieving organizational success. This research aims to analyze IT governance audits from a customer perspective using the COBIT 4.1 framework, with a focus on aligning IT strategy with business goals to meet customer expectations. The research method involves key processes in PO8 (Manage Quality) and PO10 (Manage Project) to determine quality standards and influential budgets. Integration with computational techniques for data analysis and IT audit algorithms is carried out to build strong IT governance practices. The computational audit results show maturity levels of 2.59 for PO8 and 3.02 for PO10, indicating areas needing improvement in product quality management and project execution to better meet customer needs. These findings underscore the importance of integrating computational insights to optimize IT governance frameworks and improve organizational performance, especially in customer retention through enhanced project quality management.

Keywords

• customer perspective
• balance scorecard
• cobit 4.1
• maturity level