The Development of Helpdesk Governance Framework Using ITIL, COBIT and CMMI for University-setting

Abstract

This paper presents a study on the IT governance and an effective helpdesk framework to govern the IT processes and resources in the IT services provider in a university. It
began by doing analysis on the current situation of helpdesk unit in the IT services department in the entire university. The information and data gathered from the research and analysis is used to form a transformation plan for the helpdesk unit in that IT department. The aim of the study is to construct an effective helpdesk governance framework for the operation of helpdesk for the university’s IT department. The framework is based on the concept of Information Technology Infrastructure Library
(ITIL) framework with the structure of Control Objective for Information and related Technology (COBIT).