A Framework to Align Business Processes: Identification of the Main Features

Abstract

Information and Communications Technologies are developing faster today than ever before, giving an important contribution to the global economy. Organizations in developed and developing economies explore new technologies to gain advantage and add value. That evolution also brings an increasing complexity to the organizations' management. The alignment of organizational practices with international standards and best practices worldwide accepted in this domain is a relevant topic. To identify gaps in Information and Communications Technologies management area, a brief analysis of international standards will be considered in the state-of-the-art. Considering that Information Technology Infrastructure Library and Control Objectives for Information and related Technology are the most used in the literature review, this paper will propose an Information and Communications Technologies management framework based on those two standards. The approach pretends to solve some gaps found in process alignment, continuing improvement of Information and Communications Technologies services in the context of the organization, driving stakeholder satisfaction and cost optimization. Concluding, the final goal of this paper is to present the framework features analysed, to allow an integrative and multidisciplinary vision, leading to cost optimization, increasing communication, and stakeholder satisfaction.