IT Governance using COBIT implemented in a High Public Educational Institution – A Case Study

The organizations to be competitive have to provide services and delineate strategies to maintain high levels of profitability and efficiency to cope with changes in markets. Increasingly, organizations based their operational services through its Information Systems (IS) and Information Technology (IT) that need to be managed, controlled and monitored constantly. Although there are several guidelines oriented to the management and control of certain sectors of IT like COSO, ITIL, PMBok, CMM, ISO 27001 and Six Sigma. The COBIT – Control Objectives for Information and Technology is the framework that covers all activities related to IT for the IT Governance. Under the applicability of the quality services certification (ISO 9001 standard) in all IT and IS services of a High Public Portuguese Educational Institution, this paper presents a case study of the implementation and use of COBIT for IT Governance in that Institution. With the implementation of the framework the Institution could ensure the requirements for the quality services certification and manage and control efficiently there IS and IT and the results were very positive. The Institution has improved significantly the quality of services, reduced the execution time of tasks in about 25%, monitor and control more efficiency the technological infrastructure, reduced 30% in the number of incidents resolved and finalized by the various informatics departments and reduced 10% in the number of reopened incidents. Key-Words: Information Technology Governance, COBIT, ISO 9001.