Development of Capability Assessment Model of IT Operation Management Process with Organizational Behavior

摘要

In this study, an exploration was conducted at the level of capability process and organizational behavior by making the assessment model of process capability and organizational behavior with Spearman-Rank correlation technique. In the assessment model of process capability, Process Reference Model (PRM) referred to the COBIT 5 and Process Measurement Framework (PMF) referred to ISO/IEC 33020. In measuring organizational behavior, the Denison Organizational Culture Survey (DOCS) was implemented. Implementing this model could lead to know what aspects of organizational behavior affecting the level of process capability. The result shows that the organizational behavior aspects of the Denison Model have very strong correlation to the level of capability of the IT operation management process. The very strong correlation lies on the organizational behavior aspects of Team Orientation, Agreement, and Vision. The strong correlation lies on the organizational behavior aspects of Empowerment, Capability Development, Core Values, Organizational Learning, Coordination & Integration, Strategic Direction & Intense, Customer Focus, Creating Change, and Goals & Objectives.