icegov2012 proceedings

are necessary to obtain a uniformity regarding functionality, as
well as a desired quality level [4]. Reviewing available literature
on the subject under study is an essential part of developing
guidelines which can be based on experience - either practical or
theoretical [45]. We summarize our guidelines in Table 1.
3.2 IT Governance/Management Main Areas
Many frameworks exist and each one calls their processes/areas
with different names which culminate in overlap and contribute to
organization confusion as well as waste of resources [35].
Therefore a formalization of ITG and ITM areas is needed. We
summarize the ITG and ITM areas in Table 2.
4. EVALUATION
In order to validate our artefacts, besides the complete literature
review and despite the little empirical work concerning ITG in the
literature, we also mapped the artefacts with current theories and
Table 2. Main ITG/M Areas summary
Main Area Description Topics/subjects Literature Reference
Strategy
Management
Service
Management
Resource
Management
Risk
Management
Development
Management
Architecture
Management
Project
Management
Quality
Management
Investment
Management
Outsourcing
Management
Support
Management
Compliance
Management
Improvement &
Innovation
Management
Table 1. ITG Guidelines Summary
Guidelines About what? What do we need? Literature Reference
1 Where do we want to be? BIT objectives and vision
BIT strategies
BIT goals
[34][41][27][48][16][12][43]
[38][15][46][33]
2 Where are we now?
BIT alignment, maturity,
BIT strategic plan
Core competences, assess IT department and maturity,
assess enterprise, assess BIT alignment
[34][41][27][48] [16][12][43]
[38][15][46][33]
3 What do we need to get there?
Structures, processes, and
mechanisms
Collect information about contingency factors of the
organization, define the necessary mechanisms
[1][13][9][29] [8][46][33] [2][22]
4 How do we get where we want to be? IT processes Materialize the plan defined in the previous step [41][48][12] [44][43][15] [46][2]
5
How do we know we have arrived
there?
Metrics
Measurements
IT Balance Scorecard
Enterprise Balance Scorecard
[1][41][27][48] [44][8][39]
[46][33][30]
6
Are we following the market’s best
practices?
Best practices
Frameworks
Be aware of best practices frameworks and standards [28][17][12] [8][11]
7
How do we know we are doing it
right?
Compliance
Audit
Audit regularly
Internal and external compliance
[41][36][24]
8 How do we keep it on track?
Improvement
Innovation
Collect information to I&I in order to prepare organization
for current and future challenges
[16][38][15] [2][24][19]
Responsible for business/IT objectives and alignment, contingency
factors, and other reasons pointed out as possible differentiators of ITGI.
Responsible for service definition, service catalogue, service portfolio,
service levels, and other subjects about provided services.
Accountable for the correct management of the organization’s resources,
like people, technology, applications, etc. Training is included.
Responsible for the correct assurance of the business’ continuity by
anticipating and preventing possible risks of the IT department, which are
correlated with business risk.
Responsible for the design and development of software as well as its
maintenance.
Responsible for the design of the necessary architectures for the good
functioning of the IT department.
Accountable for the management of the entire cross IT department
project, all kinds of projects.
Responsible for the assurance of the required procedures to guarantee
functionality and provide services and products with the required quality.
In charge of assuring the correct financial functioning of the IT
department and of providing budget, costs, and financial plans.
Manages all the aspects concerning outsourcers, as contracts, service
levels, relations, etc.
Responsible for user interaction and mainly keeps user satisfaction
Accountable for the control of internal and external regulations, as well as
report and measurement.
Responsible for the management of the improvements and innovations
that can be required or provided by the entire IT department.
321
also used the results of a series of experts interviews.
We used structured interviews covering a diverse sample of
organization types, sizes, and roles. By space limitations we won’t
present interviewees details. The respondents have a lot of
experience in the area. To support the interviews, we designed a
questionnaire to lead the discussion. In the interviews, the
majority of the questions weren’t open-response questions
because of the nature of the information we need to elicit. The
interviews were conducted over a one month period. Each session
lasted from 60 to 90 minutes and was transcribed into digital data.
We performed nine interviews with ITG experts who have
strategic alignment and ITG knowledge in their organizations.
Seven interviews were performed in Portugal and two in Ireland
by Skype. The interviewees were 3 consultant organizations (1, 2
and 7) and 6 non-consultant (3, 4, 5, 6, 8 and 9) organizations.
Table 3 shows a summary of the results. We used “yes/no” to
Demand Management, Market analyze,
IT/Business strategy plan/definition/alignment
Service Level Management
Service Portfolio
Human resource, Hardware, Software, Capacity
and Configuration Mngt., Information Mngt.
Disaster recovery, Backups and security
Management, Business continuity, Identity and
access Management
Application Management
Application maintenance
IT architecture and engineering
Infrastructure Management
Project Portfolio Management
Project Management
Quality control
Product Quality Management
Portfolio and Value Mngt., Define budgets,
Manage costs
Manage contracts
Control outsourcers
Incident and Problem Mngt.
Service desk
[41][28][48][12][47]
[39][15][46][2][11][19]
[30]
[34][24][26]
[13][41][28][47][39][2]
[19][30]
[29][48][15][46][2]
[11][30]
[50][12][2]
[13][41][12][47][39]
[43][15][2]
[13][41][16][12][39]
[15][30]
[42][40][7]
[14][29][48][16][12]
[15][39][46][2][24][30]
[47][39][15][2][24]
[20][3][10][25]
Audit, Policy and Report Mngt., Internal Control [44][15][24]
Analyze reports and options
Prospection, Improvement and Innovation,
Change Mngt
[39][39][15][2][24][19]
[30]