A Framework for Implementing IT Service Management in the Field of Pre-hospital Emergency Management with an Integrated Approach COBIT Maturity Model and ITIL Framework

The purpose of this research is to provide an appropriate framework forimplementing IT management services in the field of pre-hospital emergencies with anintegrated approach of COBIT maturity model and ITIL framework.

In a qualitative part, experts familiar with the field of pre-hospital emergency andinformation technology were purposefully selected. In the quantitative phase of the statisticalcommunity, we included experts in the field of information technology management whoare also experts in the field of emergency, as well as university professors who workedin the field of emergency and senior and middle managers in the field of pre-hospitalemergency entered the community. Considering the limitations of the community and thepurposefulness of the selection of individuals to enter the community, 915 individuals wereselected as a sample. To select a sample in the quantitative section, Morgan table was used.They were selected by simple random method using software. To collect information, wefirst reviewed the texts and articles in the field of ITIL and COBIT and then the extractedcodes in this category were reviewed and an overview of the research was obtained; then,in the qualitative part the interview method and in the quantitative part the researchermadequestionnaire were used. To analyze the data in the qualitative section, we used MAXQDA software to review and categorize the information. Then, in the quantitative section,the researcher-made questionnaire was collected and finally the model was fitted usingconfirmatory factor analysis.

In the end, it was concluded that the main components such as management,organization, processes, eyes, size, goals of the organization, staff, monitoring and evaluation,support, organization, information architecture and service delivery and their subcomponentswere the main factors that should be paid special attention in the field of prehospitalemergency management.

To be more successful in implementing the organization’s framework, it mustidentify the most important problems and then create a controllable domain to implementservice support processes in the organization. The selected processes should be strongly andclearly supported by the general management of the organization. A codified and specificplan for implementation should be developed. A coordinated and planned approach fordesign, implementation should be specified and after the implementation of the mentionedprocesses. After expressing the output measurement indicators of the processes, the outputsshould be measured and based on the changes that exist, these changes should be consideredand returned to the planning stage to re-formulate the steps.