Presenting an Information and Communication Technology Management Capability Model for Universities Based on ITIL V4

Abstract

Today, most organizations face a more dynamic environment than in the past. Consequently, to maintain agility and competitive advantage, organizations must adapt to changes. The first and most crucial step in adapting to changes is for the organization to understand what capabilities it has and what it can do. Business capabilities define a high-level view of the business, focusing on what the organization does or must do to achieve its short-term and long-term goals. The Information Technology Infrastructure Library (ITIL) V4-based capability model provides a comprehensive approach for organizational transformation, change, and capability development to achieve the organization's vision and mission. In this model, first the organization's vision is examined, followed by an assessment of existing capabilities and their maturity levels. Then, based on the organization's long-term and short-term goals, desired capabilities, and their maturity levels are identified, and actions for transitioning from the current to the desired state are proposed within specific timeframes. This model evaluates organizational capabilities across four dimensions: 1) Processes, 2) structure and Human Resources (HRs), 3) tools and technology, and 4) intelligence. Organizational structure is among the factors that affect various aspects of an organization and, therefore, must be considered when implementing Information Technology (IT) governance. IT organizational charts are valuable tools that organizations typically use to display the chain of command for IT personnel. IT units use this visual governance to align resources with the organization's overall objectives. To implement this plan, employees from the Chief Information Officer to IT support staff must understand their organizational roles and how their tasks and responsibilities relate to those of their colleagues. ITIL V4 is considered one of the most comprehensive frameworks with superior expertise in IT, serving as a guiding framework for IT managers in managing and optimizing IT infrastructure. It enables them to ensure the quality of services provided and acquire the necessary infrastructure according to predefined plans. IT management is the process through which all IT resources are managed according to organizational priorities and needs. These resources include tangible assets like networks, computers, and data equipment, as well as intangible assets like software and big data.