Abstract
Information and Communication Technology (ICT) policy is a code that clarifies the duties, responsibilities and rights of technology stakeholders and specifies acceptable and efficient ICT utilization. ICT policy life cycle encompasses four main processes which are: development, implementation, monitoring and evaluation. In many cases, the processes that form the life cycle of ICT policy usually stopped or failed at starting phase(s), including th e case study in this research (one of the Malaysian Public Institutions of Higher Education). Failures in ICT policy management may compromise ICT security, control and strategy in addition to incurring unnecessary expense. This paper discusses the methods utilized in conducting the study. Qualitative research and case study method were utilized to provide greater insight into this complicated phenomenon. An in-depth analysis and elaboration was performed using Viable System Model (VSM) and Hermeneutics method to diagnose and identify weaknesses, mismatches and viable requirements. The proposed model combined the perspectives of systemic functions and organizational structure of VSM with organizational processes and entities of Business Process Modeling (BPM). The application of VSM accommodated environmental dynamism, encouraged sustainable development and provided a sound theoretical platform. In combination with BPM, emphasis shifted from a specific, isolated policy domain to a business process model designed to manage overall ICT policy. An ICT policy management prototype was also developed based on the model. The model and prototype system have been verified through the case study.
Highlights
Information and Communication Technology (ICT) is a powerful tool that helps organizations to participate in the global market by promoting political accountability, improving service delivery and enhancing opportunity development
ICT policy management is concerned with technology on one hand, it is highly concerned with human factors and societal problems on the other
The paper has verified that qualitative research, viable diagnosis and modeling, hermeneutic analysis and Business Process Modeling (BPM) are the most appropriate techniques or methods for ICT policy analysis and perhaps many other fields of IT governance
Summary
Information and Communication Technology (ICT) is a powerful tool that helps organizations to participate in the global market by promoting political accountability, improving service delivery and enhancing opportunity development. ICT policy management business process model can potentially benefit the organization from various perspectives such as: ICT policy process understanding, communication, improvement, execution, performance measurement, analysis and change management. An ICT policy business process model can help the organization benefit from good representations of operational, managerial and organizational dimensions. According to the authors, establishing business value proposition, support for process automation or execution and standardization of process modeling tools, techniques and methods are among the top ten challenges of BPM. The application of BPM in ICT policy analysis can benefit the organization from various perspectives discussed earlier, process modelers have to take into account the respective issues and challenges of BPM as well. Section discusses the application of VSM in more detail
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