Abstract
Changing business and market environment render the implementation and support of IT division obsolete and not relevant. In this paper we assess and analyze the implementation and support process using ITIL v3 - COBIT 5 Mapping. With objective to create practical guidance for measuring maturity of the process, assess capability level of the process, and make recommendation that can be applied to company’s business process. As the result of assessment, we conclude that mean capability level of implementation and support process is 0.71. This indicates that majority of the process do not achieve level 1 capability level and failed to achieve its objective or fail to deliver any process evidence. As for recommendation we propose two short term solution, fulfill uncompleted base practice and focusing in development of Information Management System.
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