Purpose

An area of information technology (IT) in organizations is required to manage resources efficiently. For this, IT certifications are adopted by companies and sought by professionals. However, these have many requirements and to identify which are paramount to the performance of their activities and/or are much more important to IT managers is not a trivial task. The purpose of this study is to identify how the processes of the Information Technology Infrastructure Library (ITIL) v3 and Control Objectives for Information and Related Technology (CobiT) 5 certifications are analyzed by IT managers. Regarding the knowledge of professionals about the processes, which are more important, less important or indifferent in the manager’s view.

Design/methodology/approach

A survey is carried out with IT managers using questions elaborated according to the Kano model in which the processes of the analyzed certifications are related to classify according to the proposed model.

Findings

Of the 64 analyzed processes, 20 CobiT processes and 13 ITIL processes were classified as must-be requirements. Another 17 CobiT processes and 9 ITIL processes were classified as one-dimensional and 5 ITIL processes are present in more than one relationship with CobiT processes and, depending on the relationship, they were classified as must-be or one-dimensional requirements.

Originality/value

It is concluded that this study contributes in the discussion of the importance of the ITIL and CobiT implementations and analyzes the relevance of ITIL and CobiT certification processes in the view of IT managers, providing useful information for the professionals in terms of prioritization of the processes expected by the managers.

中文翻译：

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符合组织需求的IT认证的属性

目的

需要组织中的一个信息技术（IT）区域来有效地管理资源。为此，IT认证已被公司采用并由专业人士寻求。但是，这些要求有很多，要确定哪些要求对其活动的执行至关重要和/或对IT经理更重要，这并不是一项艰巨的任务。本研究的目的是确定IT管理员如何分析信息技术基础结构库（ITIL）v3和信息及相关技术的控制目标（CobiT）5认证的过程。关于专业人员对流程的了解，在经理看来，这些流程更为重要，重要性较低或无动于衷。

设计/方法/方法

使用根据Kano模型阐述的问题与IT经理进行了调查，在该模型中，分析的认证过程与根据建议模型进行的分类有关。

发现

在分析的64个流程中，有20个CobiT流程和13个ITIL流程被归类为必不可少的需求。另外有17个CobiT流程和9个ITIL流程被归为一维，并且与CobiT流程存在不止一种关系而存在5个ITIL流程，并且根据关系，它们被分类为必须或一维需求。

创意/价值

结论是，该研究有助于讨论ITIL和CobiT实施的重要性，并从IT经理的角度分析了ITIL和CobiT认证流程的相关性，从而为专业人员提供了有用的信息，帮助他们对预期流程进行优先排序由经理。