Strategy Improvement for IT Governance in Library Services Using an Adaptation of ITIL 4 and FitSM : A COBIT 2019 Evaluation

Abstract

Purpose: Effective management of IT services in public libraries is critical to maintaining service continuity, optimizing resources, and ensuring user satisfaction. However, current practices face persistent challenges in workforce capability, operational consistency, and problem resolution. This study evaluates IT service governance and develops improvements across four objectives: APO07 (Managed Human Resources), DSS01 (Managed Operations), DSS02 (Managed Service Requests and Incidents), and DSS03 (Managed Problems).
Methods/Study design/approach: An integrated approach was applied by combining COBIT 2019 and ITIL 4 with FitSM to fit the scale of public libraries. A capability assessment established the baseline, followed by a gap analysis to identify weaknesses. Adaptive procedures were then formulated by retaining the comprehensive guidance of ITIL 4 and integrating the lightweight, practical principles of FitSM, while excluding elements unsuited for small-scale organizations.
Result/Findings: The assessment showed that all four objectives are at capability level 1 and have not reached the “fully achieved” benchmark. Gaps were identified in human resource development, operational standardization, and incident and problem handling. The proposed improvements introduce standardized processes to strengthen workforce capability, stabilize daily operations, and accelerate service request and problem resolution. Novelty/Originality/Value: This study offers a practical governance improvement model tailored for public libraries and similar small-scale public sector organizations. The integration of ITIL 4 and FitSM provides a structured yet simplified framework that supports process standardization and service quality enhancement, addressing the limitations of applying COBIT 2019 in isolation.