Questionnaire

Instruction: Please answer all questions by marking (X) where appropriate

and fill-in the information required.
Section A: Profile of Respondent

1. Position in the organization (select any ONE)

□ Director
□ Deputy Director
□ Specialist
□ Manager
□ Analyst
□ Support executive
□ Others

2. Total number of IT professionals in the team (select any ONE)

□ Less than 5
□ 5 - 10
□ 10 - 20
□ More than 20

3. Job family in IT department (select any ONE)

□ Management
□ Infrastructure support team
□ Application support team
□ System developers
□ System designers
□ Change manager
□ Others

Section B: ITSM in FRB - past implementation

4. Does the FRB have any past implementation of the ITSM framework(s)?
□ Yes
□ No
□ Don’t know

5. If the answer for the above question is yes, then please select (one or
more) from the following option.
 COBIT
 ITIL
 ISO
 PRINCE2
 Others
 None of the above
6. If the answer for the 4th question is COBIT, please select (one or more) of
the common pros and cons from the list mentioned below.

Pros:
 Risk Minimization
 Environment Regulation
 Size Independence
 Efficiency and Productivity
 Governance

Cons:
 Difficult to implement
 Framework too rigid to implement
 Framework is not comprehensive for FRB
 Framework features unrelated features, not applicable to FRB
 Lack of experienced personnel
 Lack of executive support
 Others

7. If the answer for the 4th question is ITIL, please select (one or more) of the
common pros and cons from the list mentioned below.

Pros:
 Cost Transparency
 Better Risk Management
 Aligns Business and IT
 Improved Quality of Service
 Frameworks Integration

Cons:
 Difficult to implement
 Framework too rigid to implement
 Framework is not comprehensive for FRB
 Framework features unrelated features, not applicable to FRB
 Extensive Training Required
 Expensive
 Disrupts the Current state of Enterprise
 Others
Section C: Proposed framework – basic requirements

Clarity Relevancy
not clear item clear but very not item relevant very
need need clear relevant need but need relevant Comment Reference
Statement some minor some minor
revision revision revision revision

The need for a ITSM framework in the FRB

C1 The FRB recognises Kumar, S., Selamat,
the need for a H., & Hassan, N. H.
customised (2018). A Review of
ITSM framework which Information
encompasses features Technology Service
from industry standard Management (ITSM)
ITSM frameworks. Framework for
Financial Regulatory
C2 The proposed Body. Open
framework should be International Journal
applicable in the FRB’s of Informatics (OIJI),
existing environment 33-34.
with ease, with minimal
pressure to existing
structure, operations,
service levels and
culture of the staff.
C3 Key elements from
existing ITSM
frameworks are to be
assessed, selected and
amalgamated into a
customised, improved
and tested framework,
specific for the FRB.
D7 PFW should not enterprises: tailoring
ITSM practices to the
introduce new risks,
size of
interruption and company. International
degradation of existing Journal of Information
IT services Technologies and
Systems Approach
(IJITSA), 12(1), 1-19.
 F7 Establish process change management.
for defining, In Proceedings of the
2008 international
raising, testing, workshop on
documenting, Software engineering
assessing and for adaptive and self-
managing
authorizing planned
systems (pp. 121-
and emergency 128).
changes
Madani, N.,
Suzangar, A., Kajbaf,
M., Nasher, S., &
Kalantarian, M.
(2011, April).
Proposing an
optimized change
management process
by analyzing ITSM
frameworks.
In Proceedings of the
2nd International
Conference on
Information
Management and
Evaluation (pp. 291-
299).
Service Level Management is required to:
F8 Communicate Schaaf, T., &
between IT Brenner, M.
(2008). On tool
management and support for Service
business customers Level Management:
regarding services From requirements to
required is enabled system
specifications. 2008
within SLA
3rd IEEE/IFIP
F9 Monitor and report International
to stakeholders on Workshop on
Business-Driven IT
the accomplishment
Management. doi:10.
of service levels.
 F10 Align between 1109/bdim.2008.4540
IT services and 076
the related
business
requirements.
Asset Management is required to:
F11 Capture, record and Addy, R. (2007).
track the hardware, Effective IT Service
Management: To ITIL
software and & Beyond. Berlin:
network assets Springer.
across the
organization Tom Runkle (2005)
NASCIO Research
F12 Integrate with the Brief, IT Management
fault and change Frameworks: A
management, Foundation for
keeping the Success
required information
together with the
faults and change
requests.
F13 Maintain asset
lifecycle records are
used to structure
activities and help
support decision-
making.

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