PhD Thesis

Process Integration as a Tool for Organizations to Implement Multiple Best Practices and Standards

by Dr. Muhammad Anas Alghamian Tello

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Research Overview

This paper, titled “Process Integration as a Tool for Organizations to Implement Multiple Best Practices and Standards,” examines the growing challenge organizations face when attempting to adopt multiple IT governance frameworks and standards simultaneously. It highlights that while best practices such as ITIL, COBIT, CMMI, and eTOM each offer valuable benefits, implementing them in isolation or in parallel often leads to duplication, misalignment, increased audit complexity, and inefficiencies. The study argues that organizations need a structured and unified approach to integrate these frameworks in order to improve performance, governance, and service quality.

The research introduces a systematic integration method based on Design Science Research (DSR) and a “Best of Breed” approach, which selects the strongest elements from each framework and combines them into a cohesive process model. Using detailed process mapping—illustrated through multiple tables across domains such as governance, planning, implementation, and service delivery—the study demonstrates how overlapping processes can be aligned and harmonized. For example, the mapping tables (pages 6–16) show how COBIT domains correspond with ITIL, eTOM, and CMMI processes, enabling organizations to identify redundancies and integration opportunities.

A key contribution of the paper is the practical application of this integration through a Service Level Agreement (SLA) case study. As shown in the lifecycle diagram on page 28, the integrated SLA process spans stages from requirement gathering to monitoring and continuous improvement. The framework also defines process components such as roles, metrics, and requirements, offering a comprehensive operational model. Additionally, empirical findings from 20 global organizations reveal that most companies struggle with multi-framework implementation, with around 80% reporting challenges in achieving certifications and aligning processes across standards (page 26).

The study concludes that process integration significantly enhances organizational efficiency, reduces duplication, and improves compliance and process maturity. By providing a replicable, low-level integration method, it enables organizations to align IT processes with business goals while minimizing complexity. Overall, the paper positions integrated best-practice adoption as a critical strategy for modern organizations navigating digital transformation and increasingly complex governance requirements.