This set of guidelines addresses the delivery and support of ICT services, covering the aspects related to the overall software and service life cycle (planning, development and software construction, operations and maintenance). The purpose of ICT service delivery is to provide agreed levels of service to users, and to manage the technology that supports the application of administrative procedures implemented by the institution.
The institution monitors the performance of ICT-enabled investments and services, evaluates whether they generate the expected value and match the institution’s goals, and determines whether adjustments are necessary.
The overall goal is to ensure that value is created and continues to be created throughout the investment life cycle.
The institution establishes processes to implement and manage ICT investments, acquisitions and contracts, taking into account (institutional and ICT-related) strategic plans, technology roadmaps and good governance principles, aiming at optimizing ICT value realization.
The purpose is to optimize the performance of the overall portfolio of ICT resources and related activities in response to programme and service performance and changing priorities and demands.
The institution clearly defines its own concept of value and the management practices devoted to generating the results expected from ICT-related investments (in ICT-enabled initiatives, services and assets) throughout their economic life cycle.
This involves defining the value of the outcomes to be achieved, analysing the cost-result of ICT investments and evaluating the return on investment of ICT-related initiatives.
Taking into account the corporate impact and dynamics of ICT, investment proposals in ICT should be considered with appropriate care, diligence and soundness.
The institution ensures the continuity of its services, especially those involving critical operations, and maintains the availability of information at an acceptable level in the event of significant disruption.
The institution implements ICT management processes aligned to the planning, building, running and monitoring of ICT-related activities, and to full coverage of ICT services within the institution.
The institution operationalizes its mission and general objectives into specific ICT-related plans and actions implementing social security functions.
The institution develops an ICT strategy and innovation prospective as the cornerstone of an integrated institutional view of the current business, the future direction for the ICT environment, and the initiatives required to reach the desired future environment.
According to ISO/IEC 38500, management relates to “the system of controls and processes required to achieve the strategic objectives set by the organization’s governing body. Management is subject to the policy guidance and monitoring set through corporate governance”.
For COBIT®, ICT management plans, builds, runs and monitors activities in alignment with the direction set by the governance body to achieve the enterprise objectives.
