COBIT 2019 for IT Service Quality at Institute Of Business Timor Leste

Authors

  • David Dos Santos Pinto Lopes Universitas Amikom Yogyakarta
  • Alva Hendi Muhammad Universitas Amikom Yogyakarta

DOI:

https://doi.org/10.31328/jointecs.v10i1.7268

Abstract

The era of digitalization requires educational institutions to optimize the quality of information technology (IT) services to
support academic and administrative operations. The researcher aims to evaluate and improve IT governance at IOB using the
COBIT 2019 framework domain APO11 (Managed Quality), to measure the maturity level (capability level) and provide
recommendations for improvement. Research methods included questionnaires, semi-structured interviews, and document
analysis of five APO11 subdomains such as establishing a quality management system, managing quality processes, continuous
improvement, monitoring, and integration with the business. Results showed variations in capability level, APO11.03
(Continuous Improvement) reached the highest level (CL 3 - Defined), APO11.01 (IT Quality Policy) and APO11.05
(Business-IT Integration) were still at the basic level (CL 1 - Performed), indicating the need for policy standardization and
alignment of IT with organizational strategy. Technical recommendations include drafting formal policy documents,
implementing automated monitoring tools, staff training based on COBIT 2019 and ITIL. Recommendations improve the
quality of IT services on an ongoing basis, achieving the target of CL 4 (Managed) within the next 2-3 years. The COBIT 2019
approach is effective in identifying IT governance gaps and providing structured solutions for educational institutions in
developing countries such as Timor Leste.

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Published

2025-09-30

Issue

Vol. 10 No. 1 (2025)

Section

Articles

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

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