Case Study: Assessing and Improving the Maturity Level of IT Processes in a Telecom Company using COBIT framework

Abstract

 Information technology (IT) is a critical component of most businesses today and will surely expand in importance in the future. Organizations’ boards and senior management are increasingly concerned with successfully managing and administering their IT demands, investments, and resources. This involves addressing the obstacles, opportunities, and challenges of IT management. IT governance is a continual improvement process that strives to preserve value and trust throughout the enterprise, rather than a single-end objective. Many businesses have begun using a risk assessment and mitigation strategy, focusing only on IT governance’s compliance elements, such as COBIT, BASEL III, and SOX. However, they fall short of developing a well-rounded strategy that comprises a thorough framework, a roadmap, and a bottom-up execution plan. Thus, a strategy is required to successfully address the diverse spectrum of IT governance issues and opportunities in a rigorous, coordinated, prioritized, and cost-effective way. This article describes improving eleven IT processes in a telecom firm utilizing the COBIT processes as an enabler, the Process Assessment model, and a full control self-assessment for eleven COBIT processes. The selected case study of a prominent organization was analyzed based on the application of control self-assessment on a telecom company for two consecutive years to measure the achieved maturity improvement in the processes. The proposed implementation is critical for businesses to improve the assessment and enhancement of their IT systems, resulting in a greater level of IT process maturity. The framework may guide each organization to select and modify the appropriate practice based on its situation, strategies, priorities, skills, and resources. The results and implications are obtained from extensive primary and secondary research, as well as evaluating the best business and government practices that exist.