Management of business informatics model – principles and practices

160 2015, XVIII, 3 DOI: 10.15240/ ul/001/2015-3-014 In o mační managemen In oduc ion This pape desc ibes he cha ac e is ics and p inciples o he MBI (Managemen o Business In o ma ics) model de eloped a he Depa men o In o ma ion Technologies, Uni e si y o Economics in P ague. The aim o he MBI model is o o e IT p o essionals in cha ge o in o ma ion echnology managemen in o ganiza ions a comp ehensi e me hodological suppo based on indus y bes p ac ices. An applica ion o his model b ings along he po en ial o inc ease an o e all IT e ec i eness, imp o e IT go e nance and IT se ices e i ciency, and u he mo e esul in a be e business pe o mance. The MBI model comp ises impo an ela ionships and a ibu es ele an o in o ma ion sys ems managemen and in addi ion p o ides a sui able me hodological basis o uni e si y cou ses ocused on Business In o ma ics and IT P ojec Managemen . The pape is o ganized as ollows. Fi s ly, cu en issues in Business In o ma ics Managemen a e desc ibed in sec ion 1 ollowed by an o e iew o a p esen s a us in he Czech Republic. Sec ion 2 in oduces a concep o he MBI model including i s p inciples and me a-model. Fu he , a ious model ypes wi hin he MBI a ea a e p esen ed in sec ion 3. Sec ion 4 hen ou lines a pilo applica ion o he MBI model. Las ly, concluding ema ks and u u e esea ch a e p esen ed. 1. Cu en Issues in Business In o ma ics In o ma ion Sys ems (IS) is a scien i i c discipline wi h a global each ha in es iga es a de elopmen , use, and impac o in o ma ion and communica ion echnologies (ICT). Business In o ma ics (BI) as such cons i u es a majo scien i i c communi y wi hin he IS discipline acco ding o [7]. Business In o ma ics cu en ly ep esen s a dominan IS communi y wi hin he Ge man-speaking coun ies (Aus ia, Ge many, Swi ze land) and is bes cha ac e ized by i s s ong connec ion o indus y especially ocused on enginee ing [7]. Managemen o business in o ma ics has been in he spo ligh o esea che s and IT p ac i ione s om all o e he wo ld o a numbe o decades. Howe e , a ising complexi y and he e ogenei y o echnological in as uc u e and en e p ise applica ions oge he wi h he g owing possibili ies o in o ma ion se ice p o ision ha e con ibu ed o a demanding managemen o business in o ma ics. In pa icula , di e se op ions o IT se ice p o ision, i.e. excep s anda d ou sou cing o selec ed applica ions and se ices also a ious cloud compu ing models such as So wa e as a Se ice (SaaS), Pla o m as a Se ice (PaaS) and In as uc u e as a Se ice (IaaS), signi i can ly inc ease he numbe o s akeholde s and business ela ionships a company may ha e. Nowadays, company managemen expec s an imp o ed e ec i eness and educed cos s associa ed wi h IT se ices p o ision o cing IT execu i es o seek be e me hods o business in o ma ics managemen . Such a need o imp o e quali y o business in o ma ics managemen has led o a de elopmen o nume ous app oaches. We discuss hese app oaches and he challenges o ganiza ions ace in hei implemen a ion in he ollowing sec ion. 1.1 Exis ing App oaches o Managemen o Business In o ma ics Inc easing equi emen s on he ex en and quali y o business in o ma ics managemen ha e esul ed in a de elopmen o a ious me hodologies, models, amewo ks and s anda ds and also hei u he applica ion MANAGEMENT OF BUSINESS INFORMATICS MODEL – PRINCIPLES AND PRACTICES Jiří Voříšek, Jan Pou , Alena Buchalce o á EM_3_2015.indd 160EM_3_2015.indd 160 25.8.2015 10:51:3825.8.2015 10:51:38 161 3, XVIII, 2015 In o ma ion Managemen in p ac ice. To such me hodological base p ima ily belong COBIT [11], CMMI [20], ISO/IEC 20000 [9], [10], ITIL [24] and TOGAF [15] ha a e mos ly p ocess-o ien ed app oaches. These me hodological sou ces ep esen cu en bes p ac ices and include ecommenda ions add essing a ious IT managemen issues encoun e ed in p ac ice. Thei de ailed compa ison is p esen ed in [5], [21], [25], [26]. Howe e , hei applica ion in p ac ice b ings along nume ous p oblems. A ecen su ey among Czech o ganiza ions [28] has indica ed a ela i ely low adop ion le el o me hodologies applied wi hin business in o ma ics managemen , and also an o e all pe cep ion hei bene i s a e signi i can ly limi ed. Conside ing ITIL being he mos b oadly applied me hodology wo ldwide, i is u ilized by 53% o Czech companies. Howe e , only app oxima ely 6% o hem ha e ITIL ully implemen ed. In he case o COBIT, 53% o esponden s do no u ilize COBIT wi hin hei o ganiza ions a all. On he o he hand, 12% o Czech companies apply his me hodology exclusi ely o s a egic IT managemen . Acco ding o su ey esponden s, o he mos signi i can easons o he low le el o me hodology u iliza ion belong hei complexi y, excessi e cos associa ed wi h hei implemen a ion, and conside able equi emen s on IT p ac i ione s and hei p o essional quali i ca ion e en in he case o SMEs (Small and Medium-sized En e p ises). A cu en end in business in o ma ics is o s eng hen he use o s a egic applica ions, i.e., en e p ise applica ions ha ha e a po en ial o deli e a compe i i e ad an age. Such s a egic applica ions include Business In elligence (BI), Compe i i e In elligence (CI), Cus ome Rela ionship Managemen (CRM) (in pa icula social CRM), and a ious o ms o elec onic and mobile business applica ions [12]. Thei implemen a ion is qui e common in mul ina ional co po a ions. Howe e , SMEs ace signi i can p oblems while implemen ing such applica ions because o limi ed i nancial and human esou ces, as s a ed e.g. by Molná [13]. On op o ha , IT managemen in hese en e p ises is dis inguished by a numbe o speci i c ea u es which a e in de ail desc ibed by An lo á e al. [1] Fu he , IT p o essionals discuss he applica ion o me ics in business in o ma ics especially in ela ion o he p ocesses o business in o ma ics managemen , and also hei in eg a ion wi h IT pe o mance managemen me hods. Acco ding o [2] and [26], pe o mance managemen o business in o ma ics ep esen s one o he mos impo an a eas whe e business in o ma ics and pe o mance managemen p inciples a e applied in p ac ice. Howe e , we need o di e en ia e be ween pe o mance managemen in o ganiza ions ha p o ide IT se ices (i.e. IT se ice p o ide s) and pe o mance managemen in o ganiza ions ha a e no se ice p o ide s (i.e. consume s o IT se ices) [25], [26]. IT se ice p o ide s end o ocus on an e ec i e deli e y o IT se ices ha maximize hei p o i , while IT depa men s o o ganiza ions consuming IT se ices a e ocused a he on secu ing he a ailabili y o all IT se ices used by a ious business uni s. Thus, i is impo an o conside a ele an composi ion o indica o s o measu ing and e alua ing p ocess pe o mance quali y, as Šimono á [23] poin s ou . The ole o IT execu i es such as Chie In o ma ion O i ce s (CIOs) in ensu ing a con inuous de elopmen and inno a ion o bo h IT applica ions and IT in as uc u e ep esen s qui e an impo an issue o business in o ma ics ela ed o a ha moniza ion o echnology inno a ion wi h o ganiza ion’s business needs. IT leade ship issues comp ising a sui able alloca ion o esponsibili y and au ho i y in ela ion o IT, e ec i e use o human esou ces, and IT e ec i eness moni o ing and e alua ing a e ex ensi ely co e ed in [3], [8], [14], [21], [22], [26], [27]. A key challenge o business in o ma ics managemen consis s in a c ea ion o a single uni e sal model applicable ac oss di e en ypes o o ganiza ions. Many esea che s and p ac i ione s a gue ha each o ganiza ion needs o de elop i s own model o managemen o business in o ma ics ha mee s i s speci i c equi emen s. Ou su eys (see sec ion 1.2) as well as in e na ional s udies, e.g. Weill and Ross [27], con i m such s a emen s since IT execu i es end o de elop speci i c managemen models adap ed o a pa icula en i onmen an o ganiza ion ope a es in. Among ac o s in l uencing he o ganiza ion’s en i onmen a e indus y sec o , o ganiza ion size, co po a e cul u e, employees’ skills and knowledge, legisla i e en i onmen , and IT se ices a ailable a accep able quali y and p ice. EM_3_2015.indd 161EM_3_2015.indd 161 25.8.2015 10:51:3825.8.2015 10:51:38 162 2015, XVIII, 3 In o mační managemen O e all, business in o ma ics managemen is a ec ed by a numbe o issues, including e.g. po en ial isks associa ed wi h IT ope a ion and inno a ion as s a ed by Kozel e al. [12], An iden i i ca ion and u he analysis o he abo e men ioned issues and o he challenges ela ed o managemen o business in o ma ics de e mine he objec i es and p inciples o he Managemen o Business In o ma ics (MBI) model. The MBI model was designed on he basis o se e al su eys conduc ed among Czech o ganiza ions du ing he pe iod o 2010–2012. A ho ough analysis o ob ained esul s is desc ibed in he ollowing sec ion. 1.2 Resul s o IT Managemen Su eys in he Czech Republic Business in o ma ics in Czech en e p ises as well as in ins i u ions o public adminis a ion has unde gone a e y dynamic de elopmen in ecen yea s, in pa icula in e ms o echnological inno a ion. Howe e , in e na ional compa isons show ha in he Czech Republic business in o ma ics pe o mance su e s om a numbe o un esol ed issues and unexploi ed po en ial [14], [25]. Acco ding o in e na ional s a is ics, he Czech Republic anges s ill unde he EU-27 a e age in he applica ion o e-business and e-go e nmen , and also in he use o elec onic in o ma ion esou ces [28]. While he e exis a numbe o ac o s con ibu ing o such s a us, quali y o in o ma ion sys ems managemen plays a key ole. To subs an ia e his asse ion, we conduc ed se e al majo su eys in ol ing 1,400 esponden s om Czech en e p ises as well as ins i u ions o public adminis a ion du ing he pe iod o 20102012. De ailed analyses o he su ey esul s we e published in [6], [14], [18], [25], [26]. The mos impo an su ey was conduc ed in 2010 among 600 esponden s in he Czech Republic. This su ey was p ima ily ocused on business in o ma ics managemen , di e en app oaches o i s inno a ion and economic issues ela ed o business in o ma ics. Rega ding he composi ion o esponden s, medium-sized companies cons i u ed wi h 63% he la ges g oup o esponden s, while small and la ge en e p ises pa icipa ed in he su ey p ac ically equally (17, esp. 20%). To classi y he esponden s in o pa icula sec o s, we applied he Indus ial Classi i ca ion o Economic Ac i i ies (OKEČ). Ins i u ions o public adminis a ion ep esen ed wi h 19% he la ges g oup o esponden s. On he con a y, mining indus y comp ised only a negligible g oup o esponden s eaching 0.5%. All o he sec o s we e ep esen ed qui e e enly anging om 3 o 8%. The as majo i y (81%) o esponden s cons i u ed Czech companies ollowed by companies wi hin mul ina ional co po a ions (13%). Czech en e p ises wi h o eign subsidia ies accoun ed o he emaining 5.5%. A b oad desc ip ion o hese su ey esul s is p esen ed in [18]. Below we summa ize jus he mos impo an conclusions ha we e used as inpu s in o he MBI model:  main objec i es o business in o ma ics managemen we e con i med, i.e. a maximum suppo o business ac i i ies, he highes possible alignmen le el o business needs and business in o ma ics unc ions (Business/IT alignmen ),  company’s app oach o business in o ma ics managemen needs o conside all ex e nal and in e nal ac o s a ec ing an o ganiza ion,  managemen o business in o ma ics should ollow app op ia e s anda ds, me hodologies and me hods and apply sui able me ics o de e mine he quali y and pe o mance o managemen p ocesses; necessa y documen a ion and expe ise should be ensu ed,  in o ma ion sys ems need o be de eloped and ope a ed a easonable cos s ha co espond o he ole o IT wi hin an en e p ise; e.g. minimizing IT cos s may no be he bes long- e m s a egy,  moni o ing exis ing applica ions’ and new p ojec s’ po en ial and eal e ec s is essen ial o an o ganiza ion especially wi h a p ima y ocus on s a egic impac deli e ing a compe i i e ad an age,  company’s s a egic applica ions ha a e c i ical o inc easing i s compe i i eness need o be iden i i ed and gi en an in es men p io i y,  inno a ion in business in o ma ics should ollow IT ma ke de elopmen and also cu en IT s a us o business pa ne s and compe i o s,  coope a ion be ween use depa men s, IT depa men s and ex e nal p o ide s should be based on se ice con ac s and se ice le el ag eemen s (SLAs),  while ensu ing necessa y esou ces, i is essen ial o choose such an ope a ional EM_3_2015.indd 162EM_3_2015.indd 162 25.8.2015 10:51:3925.8.2015 10:51:39 163 3, XVIII, 2015 In o ma ion Managemen model (ou sou cing, cloud compu ing, e c.) ha deli e s cos sa ings a an accep able le el o isk,  equi ed le el o echnology secu i y and eliabili y needs o be assu ed a a easonable cos ,  equi ed quali i ca ion o use s and IT p ac i ione s should be de eloped sys ema ically,  company’s managemen should ake in o accoun a p obable sho age o IT specialis s o e he nex ew yea s. 2. Managemen o Business In o ma ics Model The Managemen o Business In o ma ics (MBI) model was de eloped a he Depa men o In o ma ion Technologies, Uni e si y o Economics in P ague and desc ibed in de ail in [23]. The MBI model was de i ned based on he esul s o IT managemen su eys, an ex ensi e li e a u e e iew, analysis o exis ing s anda ds, me hods and amewo ks as well as gene alized knowledge gained om nume ous consul ing p ojec s ac oss a wide spec um o o ganiza ions. 2.1 MBI Model Objec i es and P inciples The p ima y objec i e o he MBI model is o p o ide a suppo o IT managemen ac i i ies in companies ha i gu e as use s o IT se ices. The MBI model p o ides a consis en and l exible business in o ma ics managemen me hodology ha inco po a es he bes p ac ice guidelines o speci i c indus y domains. The model helps IT p ac i ione s o:  documen and analyze an exis ing sys em o business in o ma ics managemen ,  design and implemen a new (imp o ed) managemen sys em,  ob ain an ad ice and bes p ac ice solu ions o speci i c IT managemen issues such as: How o de elop an in o ma ion s a egy? How o p epa e IT budge ? Wha is he conc e e s uc u e and con en o SLA o applica ion se ices deli e ed in he o m o So wa e as a Se ice? The MBI model helps o ganiza ions o imp o e he pe o mance o en e p ise IT sys ems mo e speci i cally he quali y, a ailabili y, secu i y and e ec i eness o IT se ices, and indi ec ly he o e all business pe o mance [19]. To add ess such equi emen s, he ollowing key p inciples o he MBI model we e de i ned: 1. The model suppo s an o ganiza ion’s business s a egy in defi ning s a egic applica ions o business in o ma ics as well as in moni o ing IT in es men p ofi abili y [11], [24], [25]. 2. The model allows a con ol o all key ea u es o en e p ise in o ma ion sys em [21], [25]:  Requi ed unc ionali y inclusion,  A ailabili y, Timeliness, Accu acy and T us wo hiness o equi ed unc ions and in o ma ion,  Compliance wi h legisla ions,  Reliabili y,  Use - iendliness,  Secu i y,  Flexibili y,  Openness,  In eg i y,  S anda diza ion,  Pe o mance,  E ec i eness. 3. The model eco ds all esponsibili ies and au ho i ies wi hin an o ganiza ion in he con ex o business in o ma ics [27]. 4. Business in o ma ics managemen is based on a cohe en sys em o me ics ha e alua e all impo an IT se ices, IT p ocesses and IT esou ces [16], [25]. 5. The model p o ides a ious le els o de ail (g anula i y) o managemen asks and me ics ha co espond o he equi emen s o di e en o ganiza ion ypes. 6. The model apidly esponds o changing needs o business in o ma ics, i s con en and unc ionali y is easily ex endable and upg adable. 7. The applica ion o MBI model in p ac ice o e s a high fl exibili y. Implemen a ion o indi idual model componen s ( asks) is suppo ed wi hou ha ing o implemen he en i e model. Conside ing a signifi can e o in ol ed in a comp ehensi e business in o ma ics sys em implemen a ion, i is o en mo e e ec i e o add ess only hose a eas iden ifi ed as he mos p oblema ic, o wi h he highes impac on an en e p ise pe o mance and i s success. EM_3_2015.indd 163EM_3_2015.indd 163 25.8.2015 10:51:3925.8.2015 10:51:39 164 2015, XVIII, 3 In o mační managemen 8. The model is e ec i ely deployable in o ganiza ions o a di e en size and ope a ing in di e en indus y sec o s. Model implemen a ion espec s specifi c condi ions unde which an o ganiza ion ope a es including i s fi nancial and human esou ces allowing a success ul applica ion o he model in SMEs ha ypically ha e limi ed fi nancial and human esou ces. 9. An in eg al pa o he model con ains ecommenda ions summa izing ele an p ac ical expe iences. 2.2 MBI Model Concep Wi h he aim o a clea de i ni ion, uni o m unde s anding and possibili y o enhancemen , he MBI me a-model was de i ned. Figu e 1 shows he me a-model ha ep esen s he MBI classes o objec s and ypes o ela ionships be ween hem. The MBI me a-model is p esen ed in he UML 2.0 class diag am no a ion. A ask is a key MBI componen ha ep esen s a basic business in o ma ics managemen uni . Task desc ibes how o p oceed in sol ing a pa icula managemen p oblem. Conc e e asks ep esen e.g. P oposal o En e p ise IT Sys em Sou cing, IT Se ice Implemen a ion, IT Se ice Ac i a ion, Secu i y Audi Implemen a ion e c. The MBI model de i nes a la ge numbe o asks ha a e o ganized in a h ee-le el hie a chy as illus a ed in Figu e 2. Fig. 1: The MBI Me a-model Sou ce: own EM_3_2015.indd 164EM_3_2015.indd 164 25.8.2015 10:51:3925.8.2015 10:51:39 165 3, XVIII, 2015 In o ma ion Managemen The Managemen Domains le el cons i u es he highes le el o he MBI hie a chy and consis s o he ollowing domains: S a egic Managemen , Managemen o IT Se ices, Managemen o IT Resou ces, Managemen o IT Economics, Managemen o IT De elopmen , and Managemen o IT Ope a ions. Wi hin each managemen domain G oups o Tasks a e de i ned, which ep esen a se o ela ed asks. Each ask has se e al a ibu es. Some o hem, i.e. ID, ID o a ask a ian , au ho and upda e da e a e used o iden i i ca ion pu poses. Task can be de i ned in a ian s. A a ian o he ask desc ibes speci i cs o a ask ealiza ion in a ious condi ions acco ding o an o ganiza ion size, indus y sec o o o ganiza ion ype. Besides he iden i i ca ion a ibu es, he e exis also o he a ibu es which ep esen a speci i c con en o he ask, i.e. goal, pu pose, con en . Task comp ises ac i i ies ha a e exp essed in he o m o ac i i y scheme a a ious le els o g anula i y (i.e. only co e ac i i ies, high- le el p ocess diag am, o de ailed p ocess diag am) depending on he equi emen s a pa icula p oblem demands. On one hand, his enables a p ecise desc ip ion o he ask, and on he o he hand, i lea es an ini ia i e on IT s a as ecommended by he Knowledge Based P ocess Reenginee ing Me hod [26]. O e all, asks cons i u e he basis o a me ic speci i ca ion as desc ibed in [15]. Rela ionships o o he classes ep esen he addi ional ask con en . These ela ionships enable o e e o he con en used in mul iple asks o o mul iple occu ences in he ela ionship. To he mos impo an ask ela ed classes belong he ollowing:  Documen s  his class includes p in ed o elec onic documen s used as ask inpu s o ou pu s. A documen is ei he a ool o business in o ma ics managemen (e.g. p ojec plan, p ojec objec i es), o p o ides a solu ion o a pa icula p oblem (e.g. es scena io, ende documen o selec ion o an IT se ice p o ide ).  Scena ios  his class ep esen s ypical issues ha need o be add essed in a business li e. Fo example conside ing IT cos educ ion o be he equi emen , he MBI model iden i i es asks, documen s and me ics ha ela e o IT cos s and p o ides ecommenda ions o achie e such cos educ ion.  Applica ions  his class comp ises applica ion so wa e ha can be u ilized o a gi en ask [25].  Me ics  his class includes me ics exp essed on he basis o dimensional modeling, i.e. as indica o s and hei analy ical dimensions. Me ics de e mine he Key Pe o mance Indica o s (KPI) o Key Goal Indica o (KGI) o asks. Conside ing Fig. 2: Hie a chical s uc u e o asks in he MBI model Sou ce: own EM_3_2015.indd 165EM_3_2015.indd 165 25.8.2015 10:51:3925.8.2015 10:51:39 166 2015, XVIII, 3 In o mační managemen o example “IT ope a ing cos s” ha ha e he dimension o IT se ices, IT applica ions, o indi idual business uni s, me ics can p o ide in o ma ion such as “Wha a e he ope a ing cos s o a pa icula se ice o indi idual business uni s.” Ma ching me ics o hei indi idual business p ocesses in he con ex o asks ensu es ha only me ics ha a e use ul in p ac ice a e de i ned. Da a sou ces o me ics measu emen need o be a ailable and accessible wi hin a company, so ha cos s o ob aining such da a do no exceed he bene i s o hei use [26].  Me hods  his class desc ibes o malized p ocesses and guidelines o ul i lling he goal o he ask. P ac ices ep esen ecommended managemen p ac ices ha can be used o accomplish pa icula asks.  Roles − his class exp esses speci i c esponsibili ies o a ole holde . Such oles include: CIO, Ope a ions Manage , P ojec Manage , IT A chi ec e c. Roles a e linked o indi idual asks using he esponsibili y assignmen ma ix (RACI) o ma applying he ou key esponsibili ies: Responsible, Accoun able, Consul ed, and In o med.  Fac o s  his class has a signi i can impac on he way a pa icula ask is pe o med. To he mos impo an ac o s belong: O ganiza ion Size, Indus y Sec o (in which an o ganiza ion ope a es) and O ganiza ion Type (i.e. p i a e company o public ins i u ion). Conside ing he example o he ac o O ganiza ion Type oge he wi h he ask P epa a ion o a Tende o he Supply o IT Se ices, he solu ion o he p oblem o a public ins i u ion is comple ely di e en han in he case o a p i a e company. The eason is he legisla ion which has o be ollowed in he case o public ins i u ion. These se en classes ela ed o he ask ep esen he so called “doo s” in he MBI model (Fig. 3). Such doo s allow a di ec access Fig. 3: ”Doo s” in o he MBI model o a speci i c issue Sou ce: own EM_3_2015.indd 166EM_3_2015.indd 166 25.8.2015 10:51:4025.8.2015 10:51:40 167 3, XVIII, 2015 In o ma ion Managemen o in o ma ion. Thus, a use does no need o go h ough he en i e model, bu is able o selec a pa icula ole o some o he pa h ele an o an issue he is wo king on. In o de o assu e ha key ea u es o business in o ma ics a e conside ed wi hin he model, a concep o Business In o ma ics Fea u es was in oduced. Fo each ask an impac on business in o ma ics ea u es is eco ded in he o m o yes/no answe . This way i is possible o disco e all asks ha a ec a pa icula business in o ma ics ea u e. In he ini ial se ings o he MBI model he ollowing Business In o ma ics Fea u es a e de i ned:  Func ionali y,  A ailabili y, Timeliness, Accu acy and T us wo hiness o equi ed unc ions and in o ma ion,  Compliance wi h legisla ions,  Reliabili y,  Use - iendliness,  Secu i y,  Flexibili y,  Openness,  In eg i y,  S anda diza ion,  Pe o mance,  E ec i eness. 3. MBI Model Types As no ed in sec ion 1, i is no possible o use a single op imal model o business in o ma ics Fig. 4: MBI model ypes Sou ce: own EM_3_2015.indd 167EM_3_2015.indd 167 25.8.2015 10:51:4025.8.2015 10:51:40 168 2015, XVIII, 3 In o mační managemen managemen ac oss all o ganiza ions. The MBI model includes se e al model ypes ha di e in he le el o adap a ion o speci i c ci cums ances o a gi en o ganiza ion ype. The mos comp ehensi e and gene al model ep esen s he MBI Gene ic model. The Gene ic model is in ended o all ypes o o ganiza ions and includes gene alized bes p ac ice guidelines o business in o ma ics managemen and hei speci i c a ian s o di e en business in o ma ics managemen ac o s. The MBI Gene ic model cap u es also p o en managemen p ac ices and p ac ical expe iences in he o m o asks, documen s, me hods, me ics and o he objec s as desc ibed in sec ion 2.2. The second ype o he MBI model, i.e. he MBI Speci i c model, is aimed a o ganiza ions ha belong o a pa icula sec o o he economy (au omo i e, banking, public adminis a ion, e c.). The con en o he Speci i c model is adap ed o pa icula indus y, business, legisla i e and o he condi ions ha apply o a gi en sec o o he economy. The MBI Speci i c model is c ea ed du ing he p o i ling p ocess, when ce ain a ian s o MBI asks and documen s ele an o a speci i c sec o o he economy a e selec ed (see Figu e 4). The hi d ype o he MBI model, i.e. he Model o IT Managemen o En e p ise “X” is in ended o a conc e e o ganiza ion. The model is c ea ed by cus omizing he MBI Speci i c model when aking in o accoun pa icula aspec s o an o ganiza ion. The cus omiza ion p ocess includes:  Selec ion o objec occu ences om he MBI Speci i c model (i.e. asks, documen s, me ics, e c.) ele an o a conc e e o ganiza ion. This u he educes he numbe o each objec occu ence in compa ison wi h he Speci i c model elimina ing hose occu ences ha IT managemen conside s as i ele an o i s o ganiza ion o a gi en si ua ion, i.e. hose ha a e no in line wi h he implemen a ion goals o MBI.  Modi i ca ion o objec s ha do no ully co espond o speci i c condi ions o an o ganiza ion. Such speci i c condi ions may a ise as a esul o a ious business in o ma ics ac o s (sec ion 2.2), bu also as a esul o managemen e o s o se a di e en ( om he MBI model) le el o business and IT p ocess s anda diza ion and i s en o cemen .  Comple ion o addi ional asks and ela ed objec s ha a e equi ed by a conc e e company bu no con ained in he MBI Speci i c model (i.e. cap u ing speci i c know- how o an o ganiza ion).  De i ni ion o IT depa men oles. The MBI Gene ic model assumes a co e se o oles o an o ganiza ion and i s IT depa men . Each ole is assigned pa icula esponsibili ies o indi idual MBI asks using he RACI ma ix. Howe e , hese oles can be de i ned in a speci i c o ganiza ion di e en ly, o hey may be cha ac e ized by di e en esponsibili ies o au ho i ies.  Assignmen o oles o indi idual asks by modi ying he RACI ma ix o hese asks (de e mined by esponsibili ies and au ho i ies o pa icula IT oles in an o ganiza ion  employees wi h a gi en ole a e assigned asks hey a e ully esponsible o , and asks hey coope a e on). A model applica ion in an o ganiza ion in ol es a use o indi idual asks and hei implemen a ion by indi idual ac o s. Task ou pu s may be sa ed in o he model as documen empla es ( a ian s). 4. MBI Model Applica ion and Fu u e De elopmen The e exis wo al e na i es o a MBI model applica ion in p ac ice. Fi s ly, IT execu i es can u ilize he model o c ea e a comp ehensi e sys em o business in o ma ics managemen based on bes p ac ices in IT managemen (as illus a ed in Fig. 4). This way he MBI model helps o desc ibe all asks, oles and hei esponsibili ies, and o he objec s included wi hin IT managemen . MBI hen becomes a company egula ion ha de e mines who, when and how sol es a ious IT issues in an o ganiza ion. Secondly, he MBI model o e s IT execu i es a solu ion o issues occu ing a s a egic, ac ical and ope a ional le el. The model includes empla e solu ions o cu en issues ha can be ound h ough a MBI na iga ion mechanism based on “doo s”, o by sea ching o a speci i c scena io. Example 1: A use needs o c ea e an in o ma ion s a egy o his o ganiza ion. I he use is only in e es ed in he s uc u e o an in o ma ion s a egy documen , he loca es he ele an documen in he MBI sys em and uses EM_3_2015.indd 168EM_3_2015.indd 168 25.8.2015 10:51:4025.8.2015 10:51:40