Analysis of Information Technology Governance on Process Management Services and Management of Information Technology Security Using COBIT 2019 (Case Study: PT XYZ)

The development of disruptive technology in the modern era is the basis for the important role of Information Technology (IT) for every component, even in an organization, to achieve its targets and goals. At PT XYZ, there are some stages which include general administration, accounting, and finance that cannot be separated from the application system usage. Management must measure whether the application system is safe from any risk, mainly from security issues, frequently issues that management receives are web-based cyber-attacks, and the recovery process often impedes the course of business activity. Management’s efforts to reduce the obstacles that occur begin with knowing the ability of information technology governance, so governance and processes are needed to analyze. This study aims to provide recommendations related to the management of IT services and IT security, which refers to the COBIT 2019 framework by focusing on the domain processes of APO13 Managed Security, BAI06 Manage IT Changes, and DSS02 Managed Service Requests and Incidents at PT XYZ. The process of this research begins by collecting data through documentation analysis methods, interviews, and distributing questionnaires with an analysis of the ideal conditions desired by the company so that it will produce a gap analysis by COBIT 2019 and COBIT 2019 Implementation. Furthermore, recommendations will be made to improve services in the aspects of people, process, and technology based on the results of the questionnaire analysis, such as offering several choices of software or applications and drafting documents regarding work instructions for fulfilling IT services and handling IT problems.