Assessment of capability level and IT governance improvement based on COBIT and ITIL framework at communication center ministry of foreign affairs

Abstract

Communication Center (Puskom) as a management of information and communication systems of the Ministry of Foreign Affairs and the Indonesia Representative, places Information and Communications Technology (ICT) as the most strategic sector to support the implementation of Indonesia foreign policy. Many problems faced by the Ministry of Foreign Affairs relates to IT governance such as, reliability, availability and lack of IT infrastructure management which causes problem such as hackers, natural disasters, and others. This research aims to implement IT service for improving the quality of service in Puskom Ministry of Foreign Affairs. ITIL and COBIT are applied with qualitative approach and case study method. The results of this research includes the result of analyses condition of 26 process in fifth Services Lifecycle in the ITIL and level capability assessment of 18 IT Process in COBIT in relation with IT services. The gap analysis and prioritization of IT process in COBIT are used as a recommendation to give the Key Performance Indicator (KPI) for Puskom.