Incident Management of Information Technology in the Indonesia Higher Education based on COBIT Framework: A Review

Abstract

Nowadays, implementing the IT management in Indonesia Higher Education (HE) has been an integral part of institution management and all business functions, starting from teaching & learning, academic information system, administration & payment system, registration of student’s admission and so on. Handling incident response is an IT management and evaluation activity that must be done by the HE in Indonesia. Because, this activity is used to control the business sustainability and help perform attempts of betterment. To this matter, a standardized guideline is required so that the management of handling incidents in the HE environment can be performed effectively and efficiently. COBIT framework version 4 has four domains with 34 processes, while the version 5 has five domains with 37 processes. The process of handling incidents in COBIT 5 is discussed in the DSS02 process, namely Manage Service Request, and Incident of DSS domain. Meanwhile, COBIT 4 is discussed in the DS8 process, namely Manage Service Desk and Incidents. This paper reviews the status of management of handling IT incidents in Indonesia HE limited from 2010 to 2016.