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Particularly prevalent in the larger U.S. firms, although increasingly important in global mid-size and small IT organizations, the need for process improvement and integration remains on the forefront. According to META Group, 'through 2008, IT organizations will review and modify the goals/intent of their process refinement initiatives and select an appropriate mix of available process refinement / governance frameworks to best achieve desired results.' Consequently, there has been no better time to warrant the acceleration of service improvement and process maturity initiatives than the present. And the case for adopting ITIL best practices is straight forward-- improvements to the support and delivery of IT services undoubtedly accelerates and refines the controls and documentation required for legislative mandates such as Sarbanes-Oxley. However, the scope of process can often be misinterpreted by IT and other external organizations. The distinction between business process and IT process needs to be well defined and communicated-- confusion can quickly ensue when used out of context. Control environment initiatives and legislative requirements such as 'SOX' are primarily focused on the business processes. Although IT processes are certainly of equal importance in their support of the business, it is critical to ensure activities surrounding IT and non-IT improvement and/or remediation activities have an appropriate scope and supporting objectives to ensure the most effective controls are being prioritized and implemented. As a whole, the overall governance framework should administer all process refinement activities for a given organization. Although no single framework fits all, the COSO/COBIT model seems to have been almost exclusively chosen by external auditors to define the control objectives that support the business processes. Considering almost half of the many control objectives outlined by COBIT are covered by the ITIL framework, ITIL should continue to move into the limelight as the process framework of choice for execution of controls within the ITO. Bottom Line: Baseline assessment and continuous improvement of IT processes based on the ITIL framework, specifically outlined through IT Service Management best practices, continues to show versatility and acceptance as a key player in complying with legislative requirements.
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