IT Governance in Private Educational Institutions: Case UEPRIM

Abstract

The research focuses on the development of Information Technology (IT) Governance in educational institutions, with emphasis on the efficient management of technological resources and processes. The methodology consisted of a bibliographic review of the IEC/ISO 38500 and ITIL V3 standards. It includes a stage of diagnosis of the governance and applicability of the principles and tasks of the IEC/ISO 38500 standard, a second stage of review of the ITIL phases, a third stage of implementation of processes and practices suggested by the standard and the model, and finally continuous improvement. Processes with very low weighting were identified as requiring improvement focus. An example of this is the service operation process in the ITIL process review section, which is essential for the organization to execute and deliver services effectively and efficiently. In the first assessment, this process obtained a GAP analysis of 0.8. After applying the proposed solutions and re-evaluating it, a significant improvement in the process was observed, reaching a 2.5 in the GAP analysis.

By evaluating the governance of the IT management, through the ISO/IEC 38500 standard, it was possible to align the IT department's strategy with the institutional strategy; likewise, by evaluating all the ITIL phases, it was possible to establish the critical points in the services provided by the IT department, which served as a starting point for the continuous improvement process.