A review of information technology service management (ITSM) framework for financial regulatory body

Abstract

Malaysian organisations have realised significant gains by implementing an information technology service management (ITSM) framework and achieved high level of improvements through the implementation of ITSM. Financial Regulatory Body (FRB) in Malaysia. many organizations have completely transformed their IT services and their processes in accordance to the specified guidelines and struggled to keep pace to the changes being introduced by the frameworks and standards. An ITSM framework needs to be defined in accordance with the business requirements and operational drivers of the Organization to exploit the potential benefits of ITSM. However, the existing operational structure of FRB’s IT services and processes which are very independent and disintegrated with each other causes adaptability issues among the available ITSM frameworks. The aim of this paper is to review the current ITSM frameworks which are COBITs, ISO and ITIL for the suitability of the implementation to the FRB in Malaysia. A conventional approach of review on previous literature will be conducted. The output of this paper will highlights the comparison between the frameworks and the gap exist on the selected ITSM frameworks. For future, the findings will be serve as guideline to design a proposed framework for FRB especially in Malaysia context.