T
E
L
KO
M
N
I
KA
T
e
lec
om
m
u
n
icat
ion
,
Com
p
u
t
i
n
g,
E
lec
t
r
on
ics
an
d
Cont
r
ol
Vol.
1
8
,
No.
1
,
F
e
br
ua
r
y
2020
,
pp.
133
~
139
I
S
S
N:
1693
-
6930
,
a
c
c
r
e
dit
e
d
F
ir
s
t
G
r
a
de
by
Ke
me
nr
is
tekdikti
,
De
c
r
e
e
No:
21/E
/KP
T
/2018
DO
I
:
10.
12928/
T
E
L
KO
M
NI
KA
.
v1
8
i
1
.
10582
133
Jou
r
n
al
h
omepage
:
ht
tp:
//
jour
nal.
uad
.
ac
.
id/
index
.
php/T
E
L
K
OM
N
I
K
A
T
h
e
m
e
as
u
r
e
m
e
n
t
of
m
a
t
u
r
it
y l
e
ve
l
of
i
n
f
or
m
a
t
io
n
t
e
c
h
n
ol
ogy
se
r
vi
c
e
b
ase
d
on
C
OB
IT
5 f
r
am
e
w
o
r
k
L
an
t
o
Nin
gr
aya
t
i
Am
ali
,
M
u
h
a
m
m
ad
Rif
ai
Kat
il
i
,
S
it
t
i
S
u
h
ad
a,
L
il
lyan
Ha
d
j
ar
at
ie
In
fo
rma
t
i
c
s
E
n
g
i
n
eeri
n
g
D
ep
ar
t
men
t
,
U
n
i
v
er
s
i
t
as
N
eg
er
i
G
o
ro
n
t
a
l
o
,
In
d
o
n
es
i
a
Ar
t
icle
I
n
f
o
AB
S
T
RA
CT
A
r
ti
c
le
h
is
tor
y
:
R
e
c
e
ived
J
ul
16
,
20
18
R
e
vis
e
d
M
a
y
30
,
20
19
Ac
c
e
pted
Ju
n
17
,
20
19
In
s
t
i
t
u
t
i
o
n
s
are
cu
rre
n
t
l
y
p
ro
g
res
s
i
n
g
o
n
IT
d
e
v
el
o
p
me
n
t
an
d
max
i
m
i
zat
i
o
n
i
n
o
rd
er
t
o
ad
v
a
n
ce
fo
r
g
o
o
d
IT
g
o
v
er
n
an
ce.
L
ack
o
f
co
mp
reh
e
n
s
i
v
e
req
u
i
remen
t
s
an
al
y
s
i
s
o
f
IT
u
t
i
l
i
zat
i
o
n
may
l
ead
t
o
h
i
n
d
ra
n
ces
w
i
t
h
i
n
IT
d
ev
e
l
o
p
men
t
fro
m
ach
i
ev
i
n
g
effect
i
v
e
o
u
t
c
o
m
es
.
T
h
i
s
q
u
an
t
i
t
at
i
v
e
s
t
u
d
y
emp
l
o
y
s
co
n
t
r
o
l
o
b
j
e
ct
i
v
e
f
o
r
i
n
f
o
rma
t
i
o
n
&
rel
at
e
d
t
e
ch
n
o
l
o
g
y
(CO
BIT
5
)
b
u
s
i
n
es
s
framew
o
rk
t
o
a
s
s
e
s
s
an
d
i
d
en
t
i
f
y
t
h
e
ma
t
u
r
i
t
y
l
e
v
el
o
f
IT
s
er
v
i
ce,
p
ri
mar
i
l
y
w
i
t
h
i
n
t
h
e
d
o
mai
n
o
f
d
e
l
i
v
ery
,
s
er
v
i
ce,
an
d
s
u
p
p
o
rt
(D
SS).
D
a
t
a
w
ere
o
b
t
a
i
n
e
d
t
h
ro
u
g
h
q
u
es
t
i
o
n
n
ai
re,
o
b
s
er
v
at
i
o
n
,
an
d
d
o
c
u
men
t
at
i
o
n
.
T
h
e
res
u
l
t
rev
eal
s
t
h
a
t
t
h
e
av
era
g
e
mat
u
r
i
t
y
l
ev
e
l
o
f
IT
s
erv
i
ce
i
s
i
n
l
e
v
el
3
(es
t
a
b
l
i
s
h
ed
)
;
b
y
w
h
i
c
h
t
h
e
s
t
u
d
y
reco
mme
n
d
s
f
o
r
en
h
a
n
cemen
t
s
a
n
d
u
p
g
rad
e
s
i
n
I
T
p
erfo
rma
n
ce
an
d
s
erv
i
ce
w
i
t
h
i
n
t
h
e
s
co
p
e
o
f
co
m
p
l
i
an
ce
an
d
IT
s
erv
i
ce
ap
p
l
i
cat
i
o
n
an
d
s
u
p
p
o
rt
.
K
e
y
w
o
r
d
s
:
C
OB
I
T
5
DSS
I
T
s
e
r
vice
M
a
tur
it
y
leve
l
Th
i
s
i
s
a
n
o
p
en
a
c
ces
s
a
r
t
i
c
l
e
u
n
d
e
r
t
h
e
CC
B
Y
-
SA
l
i
ce
n
s
e
.
C
or
r
e
s
pon
din
g
A
u
th
or
:
M
uha
mm
a
d
R
if
a
i
Ka
ti
li
,
I
nf
or
matics
E
ng
inee
r
ing
De
pa
r
tm
e
nt
,
Unive
r
s
it
a
s
Ne
ge
r
i
Gor
ontalo,
6
J
e
nde
r
a
l
S
oe
dir
man
S
t.
,
Gor
ontalo
96128,
I
ndon
e
s
ia
.
E
mail:
m
r
if
a
ikatil
i@ung
.
a
c
.
id
1.
I
NT
RODU
C
T
I
ON
T
r
e
nds
in
I
n
f
or
mation
T
e
c
hnology
(
I
T
)
maximi
z
a
t
ion
withi
n
or
ga
niza
ti
ona
l
bus
ines
s
inves
tm
e
nt
ha
s
a
r
is
e
n
r
e
c
e
ntl
y
due
to
incr
e
a
s
ing
de
mands
o
f
qu
a
li
ty
s
e
r
vice
a
nd
c
os
t
mi
ni
mi
z
a
ti
on
f
r
om
the
c
o
mm
unit
y,
the
mar
ke
t,
a
nd
withi
n
the
or
ga
niza
ti
on
i
ts
e
lf
[
1
-
3]
.
T
he
int
r
oduc
ti
on
of
I
T
a
ppli
c
a
ti
on
withi
n
a
n
or
ga
niza
ti
on
is
known
to
boos
t
the
or
ga
niza
ti
ona
l
bu
s
ines
s
va
lue
withi
n
it
s
main
a
nd
s
ubs
idi
a
r
y
a
c
ti
vit
ies
.
On
to
p
of
that
,
I
T
is
e
mpl
oye
d
a
s
a
s
tr
a
tegic
mea
ns
to
e
nha
nc
e
a
n
or
ga
niza
ti
on’
s
c
ompetit
ive
a
dva
ntage
du
r
ing
t
im
e
s
of
unc
e
r
tainty
[
4
,
5]
.
T
his
c
ontr
ibut
e
s
to
s
ur
ging
de
pe
nde
nc
y
of
the
IT
-
f
r
iendly
wor
k
e
nvir
onment
,
by
whic
h
a
n
e
f
f
e
c
ti
ve
I
T
mana
ge
ment
c
ompatibl
e
with
bus
ines
s
goa
ls
is
e
s
s
e
nti
a
l
to
e
ns
ur
e
the
or
ga
niza
ti
on’
s
s
uc
c
e
s
s
.
E
nga
ging
in
the
e
duc
a
ti
on
s
e
c
tor
,
Unive
r
s
it
a
s
Ne
ge
r
i
Gor
ontalo
(
UN
G
)
ha
s
im
pleme
nted
I
T
withi
n
it
s
ope
r
a
ti
ona
l
pr
oc
e
s
s
e
s
,
i
.
e
.
,
it
s
a
c
a
de
mi
c
inf
or
mation
s
ys
tem,
pe
r
s
onne
l
inf
or
mation
s
ys
tem
,
li
br
a
r
y
inf
or
mation
s
ys
tem,
pe
r
f
or
manc
e
inf
o
r
mation
s
ys
tems
f
or
lec
tur
e
r
s
,
f
inanc
ial
in
f
or
mation
s
ys
tem,
a
nd
a
dmi
nis
tr
a
ti
ve
inf
or
mation
s
ys
tem.
T
he
inf
o
r
mation
s
ys
tems
a
r
e
e
mpl
oye
d
a
s
a
m
e
a
ns
of
p
r
ovidi
ng
a
dva
nc
e
d
qua
li
ty
s
e
r
vice
to
the
us
e
r
s
(
s
tudents
,
pe
r
s
onne
ls
,
a
nd
lec
tur
e
r
s
)
c
ontr
ibut
ing
a
s
a
pa
r
t
withi
n
the
or
ga
niza
ti
ona
l
bus
ines
s
s
tr
a
tegy
to
pr
e
pa
r
e
f
or
incr
e
a
s
ingl
y
high
c
ompetit
ive
a
tm
os
phe
r
e
.
Qua
li
ty
s
e
r
vice
is
c
r
uc
ial
in
a
c
c
or
da
nc
e
with
high
de
mands
of
us
e
r
s
a
ti
s
f
a
c
ti
on
a
nd
to
im
pr
ove
the
or
ga
niza
ti
on’
s
im
a
ge
in
it
s
us
e
r
s
.
T
his
c
ompl
ies
with
Kotler
a
nd
F
ox
a
r
guin
g
that
p
r
ovidi
ng
qua
l
it
y
s
e
r
vice
to
the
c
li
e
nts
c
o
ntr
ibut
e
s
pos
it
ively
to
incr
e
a
s
e
s
a
ti
s
f
a
c
ti
on
a
nd
loyalty
a
nd
that
bo
th
a
r
e
im
por
tant
f
a
c
tor
s
that
di
f
f
e
r
e
nti
a
te
the
or
ga
niza
ti
on’
s
pr
oduc
t
f
r
om
it
s
c
ompetit
o
r
s
[
6]
.
Evaluation Warning : The document was created with Spire.PDF for Python.
I
S
S
N
:
1693
-
6930
T
E
L
KO
M
NI
KA
T
e
lec
omm
un
C
omput
E
l
C
ontr
o
l
,
Vol.
1
8
,
No
.
1
,
F
e
br
ua
r
y
2020
:
133
-
139
134
L
im
it
e
d
r
e
s
our
c
e
s
(
e
.
g
.
,
a
ppli
c
a
ti
on
,
inf
or
mation
,
tec
hnology,
f
a
c
il
it
ies
,
a
nd
human
r
e
s
our
c
e
s
)
a
r
e
e
s
s
e
nti
a
l
e
leme
nt
s
to
c
ons
ider
whe
n
im
pleme
n
ti
ng
I
T
with
in
a
n
or
ga
niza
ti
on,
in
whic
h
it
c
os
ts
a
n
or
ga
niza
ti
on
c
ons
ider
a
bly
high
e
xpe
ns
e
to
im
pl
e
ment
I
T
[
7]
.
An
or
ga
niza
ti
on’
s
c
a
pa
bil
it
y
to
c
onduc
t
I
T
mana
ge
ment
is
the
p
r
im
a
r
y
de
ter
mi
na
nt
of
qua
li
ty
o
f
I
T
s
e
r
vice
,
a
s
it
doe
s
not
s
olely
r
e
ly
on
tec
hnology.
I
T
s
e
r
vice
a
ls
o
invol
ve
s
us
e
r
s
a
nd
c
ompl
e
x
pr
oc
e
s
s
e
s
withi
n.
M
or
e
ove
r
,
a
n
a
s
s
e
s
s
ment
of
matur
it
y
le
ve
l
of
I
T
s
e
r
vice
im
pleme
ntation
is
c
r
it
ica
l
to
identi
f
y
a
nd
mea
s
ur
e
the
e
xtent
of
qua
li
ty
of
I
T
s
e
r
vice
in
p
r
ovidi
ng
e
f
f
e
c
ti
ve
mana
ge
ment
a
nd
s
uppor
t
to
the
bus
ines
s
pr
oc
e
s
s
.
T
he
a
s
s
e
s
s
ment
invol
ve
s
be
s
t
pr
a
c
ti
c
e
f
r
a
mew
or
k,
i.
e
.
,
C
OB
I
T
5
withi
n
the
domain
of
de
li
ve
r
y,
s
e
r
vice
,
a
nd
s
uppor
t
(
DSS
)
.
T
he
a
s
s
e
s
s
ment
of
matur
it
y
leve
l
is
int
e
nde
d
f
or
a
n
or
ga
niza
ti
on
to
ident
if
y
the
matur
it
y
leve
l
o
f
I
T
to
be
us
e
d
a
s
a
be
nc
hmar
k
to
e
nha
nc
e
the
qua
li
ty
of
I
T
s
e
r
vice
a
nd
to
e
ns
ur
e
the
a
va
il
a
bil
it
y
o
f
I
T
s
e
r
vice
in
a
ddr
e
s
s
ing
to
c
ur
r
e
nt
a
nd
f
u
r
ther
bus
ines
s
ne
e
ds
.
M
or
e
ove
r
,
the
a
s
s
e
s
s
ment
is
e
s
s
e
nti
a
l
in
o
r
de
r
f
o
r
the
or
ga
niza
ti
on
to
be
c
a
pa
ble
of
a
na
lyzing
s
tr
e
ng
th
a
nd
we
a
kne
s
s
a
nd
to
f
or
mul
a
te
s
tr
a
tegie
s
in
a
d
dr
e
s
s
ing
the
ga
p,
maintaining
de
c
e
nt
o
r
ga
niza
ti
ona
l
gov
e
r
na
nc
e
,
a
nd
mi
nim
izing
potential
r
is
ks
[
8,
9]
.
B
y
that
,
the
or
ga
niza
ti
on
is
e
xpe
c
ted
to
be
c
a
pa
bl
e
in
int
e
r
pr
e
ti
ng
bus
ines
s
tar
ge
t
a
nd
goa
ls
,
by
whic
h
the
or
ga
niza
ti
on
c
a
n
pr
ior
it
ize
c
e
r
tain
bus
ines
s
ope
r
a
ti
ona
l
a
c
ti
vit
i
e
s
,
mainly
in
de
ter
mi
ning
e
f
f
e
c
ti
ve
I
T
s
e
r
vice
to
s
uppor
t
the
opti
mal
outcome
s
of
I
T
gove
r
na
nc
e
.
a
.
I
T
g
ove
r
na
nc
e
I
mpl
e
menta
ti
on
of
I
T
ha
s
be
e
n
one
o
f
the
d
e
c
is
ive
f
a
c
tor
s
in
maintaining
a
nd
br
oa
de
ning
or
ga
niza
ti
ona
l
s
tr
a
tegie
s
a
nd
goa
ls
.
T
his
c
r
e
a
tes
a
c
r
it
ica
l
de
pe
nde
nc
y
of
I
T
withi
n
e
ve
r
y
s
e
gment
of
wor
k
e
nvir
onment;
thus
r
e
quir
ing
mo
r
e
f
oc
us
e
d
s
tudy,
mainly
on
I
T
gove
r
na
nc
e
[
10]
.
T
he
s
tate
ment
is
e
c
hoe
d
by
a
global
s
ur
ve
y
r
e
s
ult
f
r
om
M
c
Kins
e
y
on
2014
r
e
por
ti
ng
that
35
pe
r
c
e
nts
of
I
T
e
xe
c
uti
ve
s
ha
ve
a
g
r
e
e
d
that
im
pr
oving
gove
r
na
nc
e
p
r
oc
e
s
s
a
nd
s
upe
r
vis
ion
is
c
r
it
ica
l
to
i
mpr
oving
I
T
pe
r
f
o
r
manc
e
.
I
t
is
e
s
s
e
nti
a
l
f
or
a
n
or
ga
niza
ti
on
in
publi
c
a
nd
pr
iv
a
te
s
e
c
tor
to
pe
r
f
or
m
I
T
gove
r
na
nc
e
e
f
f
e
c
ti
ve
ly
,
by
whic
h
the
o
r
ga
ni
z
a
ti
on
is
r
e
quir
e
d
to
c
onduc
t
s
e
ve
r
a
l
a
djus
tm
e
nts
on
poli
c
y
a
nd
r
e
gulations
with
in
mac
r
oe
c
onomi
c
s
a
nd
in
I
C
T
s
e
c
tor
[
11]
.
C
ons
e
que
ntl
y,
one
of
the
c
r
it
ica
l
de
te
r
mi
na
nts
to
c
ons
ider
in
I
T
gove
r
na
nc
e
is
to
p
r
ovid
e
s
tea
dy
a
nd
c
a
pa
ble
I
T
s
o
that
the
or
ga
niza
ti
on
c
a
n
maintain,
s
uppor
t
,
a
nd
to
b
r
oa
de
n
or
ga
niza
ti
ona
l
s
t
r
a
tegie
s
a
nd
goa
ls
.
I
T
gove
r
na
nc
e
is
de
f
ined
by
I
T
GI
a
s
the
r
e
s
pon
s
ibi
li
ty
of
e
xe
c
uti
ve
s
a
nd
the
boa
r
d
of
di
r
e
c
tor
s
;
it
c
ons
is
t
s
of
the
lea
de
r
s
hip,
or
ga
niza
ti
ona
l
s
tr
uc
tu
r
e
s
,
a
nd
p
r
oc
e
s
s
e
s
e
ns
ur
ing
that
the
e
nter
p
r
is
e
’
s
I
T
s
us
tains
a
nd
e
xtends
the
or
ga
niza
ti
on’
s
s
tr
a
tegie
s
a
nd
objec
ti
ve
[
12
]
.
I
T
gove
r
na
nc
e
is
the
c
ombi
na
ti
on
of
be
s
t
pr
a
c
ti
c
e
s
of
planning
&
or
ga
niza
ti
on
,
pr
oc
ur
e
me
nt
&
im
pleme
ntation
,
de
li
ve
r
y
&
s
uppor
t,
a
nd
s
upe
r
vis
ion
&
e
va
luation
of
I
T
in
whic
h
it
e
ns
ur
e
s
that
the
or
ga
niza
ti
ona
l
in
f
or
mation
a
nd
tec
hno
logy
a
r
e
c
a
pa
ble
of
s
uppor
ti
ng
the
or
ga
niza
ti
ona
l
bus
ines
s
goa
ls
[
13]
.
M
or
e
ove
r
,
c
las
s
if
y
I
T
gove
r
na
nc
e
int
o
two
a
s
pe
c
ts
,
i.
e
.
,
f
unc
ti
ona
l
a
s
pe
c
t,
invol
ving
s
tr
uc
tur
e
a
nd
pr
oc
e
s
s
e
s
c
on
s
ider
e
d
a
s
a
n
or
ga
niza
ti
ona
l
de
s
ign
e
leme
nt;
a
nd
s
oc
ial
a
s
pe
c
t,
whic
h
invol
ve
s
hu
man
be
ha
vior
a
nd
o
r
ga
niza
ti
ona
l
c
ult
ur
e
[
14]
.
B
a
s
e
d
on
the
f
r
a
mew
or
k
,
thi
s
s
tudy
de
f
ines
that
I
T
gove
r
na
nc
e
is
the
whole
a
s
pe
c
ts
ne
e
de
d
to
e
ns
ur
e
that
I
T
s
ys
tem
maintains
a
nd
br
oa
de
n
or
ga
niza
ti
ona
l
s
tr
a
tegie
s
a
nd
goa
ls
,
by
whic
h
I
T
gove
r
na
nc
e
is
c
ons
ider
e
d
a
s
a
n
int
e
gr
a
l
pa
r
t
of
o
r
ga
niza
ti
ona
l
gove
r
na
nc
e
.
S
ur
ging
de
mands
of
inf
o
r
mation
withi
n
de
c
is
ion
-
making
pr
oc
e
s
s
ha
ve
incr
e
a
s
e
d
the
ne
e
d
f
or
a
c
ompr
e
he
ns
ive
I
T
gove
r
na
nc
e
s
tr
uc
tur
e
[
15]
,
f
or
a
n
e
f
f
e
c
ti
ve
I
T
gove
r
na
nc
e
s
tr
uc
tur
e
c
a
n
c
ontr
ibut
e
to
the
im
pr
ove
ment
o
f
o
r
ga
niza
ti
ona
l
bus
ines
s
va
lue.
T
his
is
im
por
tant
a
s
a
n
e
f
f
e
c
ti
ve
pr
e
r
e
q
uis
it
e
to
the
or
ga
niza
ti
ona
l
gove
r
na
nc
e
.
T
he
r
e
f
or
e
the
r
oles
a
nd
r
e
s
pons
ibi
li
ti
e
s
of
the
pa
r
t
ies
invol
ve
d
mus
t
b
e
c
lea
r
ly
de
f
ined
[
16]
.
M
os
t
of
the
matu
r
it
y
models
us
e
d
f
or
I
T
gove
r
na
nc
e
a
r
e
r
e
late
d
to
the
e
xis
ti
ng
bus
ines
s
f
r
a
mew
or
ks
.
T
he
s
e
f
r
a
mew
or
ks
only
e
mphas
ize
pr
oc
e
s
s
e
s
a
nd
s
tr
uc
tur
e
s
[
17]
.
Of
a
ll
bus
ines
s
f
r
a
mew
or
ks
f
or
matur
it
y
model
,
C
OB
I
T
is
the
only
f
r
a
mew
or
k
that
put
it
s
f
oc
us
on
I
T
gove
r
na
nc
e
[
14]
.
b.
M
a
tur
it
y
l
e
ve
l
T
he
M
e
r
r
iam
-
W
e
bs
ter
e
nc
yc
lopedia
de
f
ines
matur
it
y
a
s
“
the
qua
li
ty
or
s
tate
of
be
ing
matu
r
e
.”
I
n
the
mea
nti
me,
the
matur
it
y
leve
l
is
de
f
ined
a
s
the
de
s
c
r
ipt
ion
o
f
matur
it
y
o
f
I
T
p
r
oc
e
s
s
e
s
w
it
hin
a
n
or
ga
niza
ti
on
c
ons
ider
e
d
a
s
be
nc
hmar
k
a
nd
s
e
lf
-
a
s
s
e
s
s
ment
tool
by
I
T
mana
ge
ment
in
a
s
s
e
s
s
ing
the
e
xtent
of
matur
it
y
o
f
im
p
leme
ntation
of
I
T
[
18,
19]
.
M
a
tur
i
ty
pr
oc
e
s
s
is
a
mong
the
ke
y
e
leme
nts
in
C
OB
I
T
bus
ines
s
f
r
a
mew
or
k.
I
t
is
the
a
s
s
e
s
s
ment
tool
to
de
ter
mi
ne
the
e
xtent
o
f
I
T
mana
ge
ment
pr
oc
e
s
s
.
C
OB
I
T
f
r
a
mew
or
k
f
e
a
tur
e
s
a
matur
it
y
model
to
c
onduc
t
c
ontr
ol
on
I
T
pr
oc
e
s
s
e
s
invol
ving
s
c
or
ing
pr
oc
e
s
s
,
by
whic
h
the
or
ga
niza
ti
on
is
a
ble
to
s
c
a
le
it
s
I
T
p
r
oc
e
s
s
e
s
,
r
a
nging
f
r
om
0
(
none
xis
tent)
to
5
(
op
ti
mi
z
e
d)
[
12]
.
B
y
a
s
s
e
s
s
ing
the
leve
l
of
matur
it
y
pr
oc
e
s
s
,
the
or
ga
niza
ti
on
ha
s
be
e
n
made
pos
s
ibl
e
to
de
ter
mi
ne
whic
h
pr
oc
e
s
s
e
s
a
r
e
unde
r
c
ontr
ol
a
nd
whic
h
pr
oc
e
s
s
e
s
that
r
e
pr
e
s
e
nt
potential
mana
ge
ment
c
ha
ll
e
nge
s
[
20]
.
As
s
e
s
s
ment
of
matur
it
y
leve
l
is
a
pa
r
t
of
pr
op
r
iety
tes
t
on
the
e
xis
ti
ng
a
c
ti
vit
y
a
nd
I
T
pr
oc
e
s
s
e
s
in
a
c
c
or
da
nc
e
with
it
s
leve
l.
I
n
C
OB
I
T
ve
r
s
ion
4
.
1,
the
c
onc
e
pt
o
f
matur
it
y
lev
e
l
a
ppli
e
d
is
c
a
pa
bil
it
y
matu
r
it
y
model
(
C
M
M
)
.
I
t
is
r
e
plac
e
d
in
C
OB
I
T
ve
r
s
ion
5
by
the
model
of
pr
oc
e
s
s
c
a
pa
bil
it
y
ba
s
e
d
on
s
tanda
r
ds
of
I
S
O/I
E
C
15504
Evaluation Warning : The document was created with Spire.PDF for Python.
T
E
L
KO
M
NI
KA
T
e
lec
omm
un
C
omput
E
l
C
ontr
o
l
T
he
me
as
ur
e
me
nt
of
matur
it
y
lev
e
l
of
inf
or
mation
t
e
c
hnology
s
e
r
v
ic
e
.
.
.
(
L
anto
N
ingr
ay
ati
A
mali
)
135
(
S
P
I
C
E
)
-
inf
or
mation
tec
hnology
pr
oc
e
s
s
a
s
s
e
s
s
me
nt
[
21]
.
C
OB
I
T
a
s
s
e
s
s
ment
is
de
s
igned
to
f
e
a
tur
e
r
e
pe
a
table
,
r
e
li
a
ble
,
a
nd
va
li
d
methodology
f
o
r
the
or
ga
niza
ti
on
to
a
s
s
e
s
s
the
c
a
pa
bil
it
y
of
it
s
I
T
p
r
oc
e
s
s
[
21]
.
M
ode
l
of
pr
oc
e
s
s
c
a
pa
bil
it
y
in
C
OB
I
T
5
is
ba
s
e
d
on
I
S
O/
I
E
C
15504
(
S
P
I
C
E
)
by
e
mpl
oying
P
r
oc
e
s
s
As
s
e
s
s
ment
M
od
e
l
(
P
AM
)
method.
T
he
mod
e
l
a
s
s
e
s
s
e
s
the
pe
r
f
or
manc
e
of
e
v
aluat
e
,
dir
e
c
t,
and
monito
r
-
bas
e
d
(
E
DM
)
gove
r
na
nc
e
pr
oc
e
s
s
e
s
a
nd
plan,
buil
d
,
r
un,
and
monitor
-
bas
e
d
(
P
B
R
M
)
man
a
ge
ment
pr
oc
e
s
s
,
a
nd
is
c
a
pa
ble
of
identi
f
ying
s
e
c
tor
s
that
n
e
e
d
pe
r
f
or
manc
e
upgr
a
de
.
C
a
pa
bil
it
y
pr
oc
e
s
s
model
is
e
mpl
oye
d
to
e
ns
ur
e
that
the
a
s
s
e
s
s
ment
r
e
s
ult
is
objec
ti
ve
,
im
pa
r
ti
a
l,
c
ons
is
tent,
r
e
pe
a
table
,
a
nd
a
ble
to
r
e
pr
e
s
e
nt
a
s
s
e
s
s
e
d
pr
oc
e
s
s
e
s
[
22,
23
]
.
T
he
matur
it
y
leve
l
in
C
O
B
I
T
5
is
e
xpr
e
s
s
e
d
on
a
s
c
a
le
r
a
nging
f
r
om
0
(
incomplete
)
t
o
5
(
opt
im
izing)
,
a
s
pr
e
s
e
n
ted
in
T
a
ble
1
[
21]
.
T
a
ble
1.
L
e
ve
ls
to
a
s
s
e
s
s
the
matur
it
y
in
C
obit
5
C
a
pa
bi
li
ty
L
e
ve
l
A
c
hi
e
ve
L
e
ve
l
0:
I
nc
ompl
e
te
T
he
pr
oc
e
s
s
i
s
not
i
mpl
e
me
nt
e
d or
f
a
il
s
t
o a
c
hi
e
ve
i
ts
pr
oc
e
s
s
p
ur
pos
e
L
e
ve
l
1:
P
e
r
f
or
me
d (
I
nf
or
me
d)
T
he
i
mpl
e
me
nt
e
d pr
oc
e
s
s
a
c
hi
e
ve
s
i
t
s
pr
oc
e
s
s
pur
pos
e
;
L
e
ve
l
2:
M
a
na
ge
d (
P
la
nne
d a
nd moni
to
r
e
d)
.
T
he
pr
oc
e
s
s
i
s
ma
n
a
ge
d a
nd r
e
s
ul
t
s
a
r
e
s
pe
c
if
ie
d, c
ont
r
ol
le
d a
nd ma
in
ta
in
e
d;
L
e
ve
l
3:
E
s
ta
bl
is
he
d (
W
e
ll
de
f
in
e
d)
A
s
ta
nda
r
d pr
oc
e
s
s
i
s
de
f
in
e
d a
nd u
s
e
d t
hr
ou
ghout t
he
or
ga
ni
z
a
ti
on;
L
e
ve
l
4:
P
r
e
di
c
ta
bl
e
(
Q
ua
nt
it
a
ti
ve
ly
ma
na
ge
d)
T
he
pr
oc
e
s
s
i
s
e
x
e
c
ut
e
d c
on
s
is
te
nt
ly
w
it
hi
n de
f
in
e
d l
im
it
s
L
e
ve
l
5:
O
pt
im
iz
in
g (
C
ont
in
uous
im
pr
ove
me
nt
)
T
he
pr
oc
e
s
s
i
s
c
ont
in
uou
s
ly
i
mpr
ove
d t
o me
e
t
r
e
le
va
nt
c
ur
r
e
nt
a
nd pr
oj
e
c
te
d
b
us
in
e
s
s
go
a
ls
.
2.
RE
S
E
AR
CH
M
E
T
HO
D
2.
1.
P
lan
n
in
g
R
e
s
e
a
r
c
h
plan
is
the
plan
a
nd
pr
oc
e
dur
e
f
or
c
a
r
r
ying
out
r
e
s
e
a
r
c
he
s
,
invol
ving
ge
ne
r
a
l
a
s
s
umpt
ion,
r
e
s
e
a
r
c
h
s
tr
a
tegy,
a
method
of
da
ta
c
oll
e
c
ti
on,
a
nd
de
tailed
a
na
lys
is
[
24]
.
R
e
f
e
r
r
ing
to
the
r
e
s
e
a
r
c
h
plan
,
the
r
e
s
e
a
r
c
h
s
tr
a
tegy
a
ppli
e
d
is
a
qua
nti
tativ
e
method,
invol
ving
li
ter
a
tu
r
e
s
tudy,
obs
e
r
va
t
ion,
a
nd
que
s
ti
onna
ir
e
a
s
a
tec
hnique
of
c
oll
e
c
ti
ng
da
ta.
M
or
e
ove
r
,
the
r
e
s
e
a
r
c
h
e
mpl
oye
d
pha
s
e
s
of
the
r
e
s
e
a
r
c
h
plan
(
F
igur
e
1)
,
i.
e
.
pr
e
li
mi
na
r
y
s
tudy
thr
ough
li
ter
a
tu
r
e
a
nd
c
a
s
e
s
tudy.
A
li
ter
a
tur
e
s
tudy
wa
s
c
onduc
ted
to
gr
a
s
p
a
c
ompr
e
he
ns
ive
ins
ight
of
I
T
gove
r
na
nc
e
,
mana
ge
ment,
or
ga
niza
ti
on,
a
nd
C
OB
I
T
5
f
r
a
mew
or
k.
T
he
c
a
s
e
s
tudy
to
ok
p
lac
e
in
UN
G
by
identi
f
ying
bus
ines
s
e
nvir
onment
withi
n
the
or
ga
niza
ti
on.
F
r
om
the
r
e
s
e
a
r
c
h
plan
thi
s
s
tudy
e
xtr
a
c
ted
the
r
e
quir
e
ments
,
tar
ge
t,
a
nd
s
tr
a
tegic
objec
ts
in
a
c
c
or
da
nc
e
with
pr
oc
e
s
s
e
s
withi
n
DSS
domain
t
he
r
e
s
ult
is
f
ur
ther
tr
e
a
ted
a
s
a
r
e
f
e
r
e
nc
e
in
f
or
mul
a
ti
ng
que
s
ti
ons
withi
n
que
s
ti
onna
ir
e
f
or
m,
by
a
ls
o
r
e
f
e
r
r
ing
to
be
s
t
pr
a
c
ti
c
e
s
tanda
r
d
of
DS
S
do
main
of
C
OB
I
T
5
f
r
a
mew
or
k
withi
n
I
S
AC
A.
F
igur
e
1.
R
e
s
e
a
r
c
h
pr
oc
e
dur
e
2.
2.
P
op
u
lat
io
n
an
d
s
am
p
le
S
a
mpl
e
s
we
r
e
obtaine
d
by
non
-
pr
oba
bil
it
y
s
a
mpl
in
g
by
s
a
tur
a
ted
s
a
mpl
ing
tec
hnique
due
to
r
e
s
e
a
r
c
h
e
leme
nts
we
r
e
s
e
lec
ted
r
a
ndoml
y
a
nd
pr
ove
n
c
a
pa
ble
to
c
ompl
y
with
pr
e
-
e
xis
ti
ng
f
a
c
tor
s
.
On
top
of
that
,
the
tec
hnique
ge
ne
r
a
tes
r
e
s
ult
c
a
pa
ble
of
be
ing
g
e
ne
r
a
li
z
e
d
with
mi
nim
um
e
r
r
or
s
[
25]
.
T
he
s
a
mpl
e
s
we
r
e
s
e
lec
ted
f
r
om
the
population
of
57
p
e
ople
c
ons
is
ti
ng
of
lea
de
r
s
a
nd
s
taf
f
s
whic
h
qua
li
f
y
the
r
e
quir
e
ments
to
pa
r
ti
c
ipate
in
thi
s
r
e
s
e
a
r
c
h.
S
a
tu
r
a
ted
s
a
mpl
ing
tec
hnique
a
ll
ows
the
whole
population
to
be
tr
e
a
ted
a
s
a
s
a
mpl
e
.
S
a
tur
a
ted
s
a
mpl
ing
is
de
f
ined
a
s
a
tec
hn
ique
f
or
s
e
lec
ti
ng
s
a
mpl
e
if
the
whole
population
i
s
tr
e
a
ted
a
s
a
s
a
mpl
e
[
24]
.
T
he
r
e
f
or
e
,
the
r
e
s
e
a
r
c
h
a
ls
o
invol
ve
s
the
57
pe
ople
a
s
it
s
s
a
mpl
e
s
.
2.
3.
I
n
s
t
r
u
m
e
n
t
f
or
m
u
lat
ion
an
d
p
r
oc
e
d
u
r
e
s
T
he
f
o
r
mul
a
ti
on
of
r
e
s
e
a
r
c
h
ins
tr
uments
f
o
r
DS
S
domain
is
ba
s
e
d
on
P
AM
model
in
C
OB
I
T
5
f
r
a
mew
or
k
[
21]
.
T
his
domain
is
r
e
late
d
to
the
a
c
tual
de
li
ve
r
y
a
nd
r
e
quir
e
d
s
e
r
vice
s
uppor
t
whic
h
invol
ve
s
s
e
r
vice
,
s
e
c
ur
it
y
a
nd
maintena
nc
e
mana
ge
ment,
s
e
r
vice
s
uppor
t
f
or
the
us
e
r
s
,
a
nd
da
ta
mana
ge
ment
a
nd
ope
r
a
ti
ona
l
f
a
c
il
it
ies
.
T
he
a
s
s
e
s
s
ment
s
c
a
le
of
e
ve
r
y
que
s
ti
on
invol
ve
d
s
c
or
ing
a
s
s
hown
in
T
a
ble
1
.
L
i
t
e
r
a
t
ur
e
r
e
vi
e
w a
nd
c
a
s
e
s
tu
dy
R
e
qu
i
r
e
m
e
nt
s
,
t
a
r
ge
t
s
,
a
n
d
s
tr
a
te
g
ic
o
b
je
c
ts
Que
s
t
i
on
na
i
r
e
des
i
gn
M
a
tu
r
it
y l
e
ve
l
a
s
s
e
s
s
me
nt
G
a
p a
na
ly
s
is
R
e
c
omm
e
nda
ti
on
Evaluation Warning : The document was created with Spire.PDF for Python.
I
S
S
N
:
1693
-
6930
T
E
L
KO
M
NI
KA
T
e
lec
omm
un
C
omput
E
l
C
ontr
o
l
,
Vol.
1
8
,
No
.
1
,
F
e
br
ua
r
y
2020
:
133
-
139
136
2.
4.
As
s
e
s
s
m
e
n
t
T
his
s
tep
invol
ve
d
e
labor
a
ti
on
o
f
the
r
e
s
e
a
r
c
h
f
i
ndings
,
s
uc
h
a
s
f
or
a
s
the
c
u
r
r
e
nt
s
it
ua
ti
on
o
f
I
T
s
e
r
vice
mana
ge
ment
withi
n
the
o
r
ga
niza
ti
on
in
e
ve
r
y
pr
oc
e
s
s
of
DSS
domain.
Dur
ing
thi
s
pha
s
e
,
a
n
a
na
lys
is
wa
s
a
ls
o
c
onduc
ted
to
identi
f
y
a
ny
ga
ps
in
or
de
r
to
c
ompar
e
a
nd
a
djus
t
the
matur
i
ty
leve
l
with
the
tar
ge
ted
leve
l.
T
he
a
n
a
lys
is
wa
s
e
mpl
oye
d
on
e
ve
r
y
pr
o
c
e
s
s
withi
n
DSS
domain
of
I
T
,
f
r
om
whic
h
the
r
e
s
e
a
r
c
h
f
or
mul
a
tes
r
e
c
omm
e
nda
ti
ons
f
or
f
ur
ther
mana
ge
ment
upgr
a
de
s
of
I
T
s
e
r
vice
.
T
he
s
e
r
e
c
omm
e
nda
ti
ons
a
r
e
f
ur
ther
tr
e
a
ted
a
s
guidelines
in
f
o
r
mul
a
ti
ng
upgr
a
de
s
on
s
e
r
vice
pr
oc
e
s
s
e
s
a
nd
s
uppor
t
of
I
T
withi
n
the
ins
ti
tut
ion
c
a
pa
ble
of
f
ul
f
il
li
ng
a
nd
e
xc
e
e
ding
c
ur
r
e
nt
a
nd
f
ur
ther
or
ga
niza
ti
ona
l
bus
ines
s
ne
e
ds
.
3.
RE
S
UL
T
S
AN
D
AN
AL
YSI
S
T
he
da
ta
a
na
lys
is
s
tep
r
e
quir
e
s
no
r
mally
dis
tr
ibu
ted
da
ta
in
or
de
r
to
e
ns
ur
e
the
da
ta
va
li
dit
y
a
nd
f
r
e
e
f
r
om
a
ny
bias
e
s
.
3.
1.
Re
s
u
lt
s
B
a
s
e
d
on
p
-
plot
gr
a
ph
nor
malit
y
tes
t,
it
s
hows
that
the
da
ta
a
r
e
nor
mally
d
is
tr
ibut
e
d
a
nd
mee
t
the
r
e
quir
e
ments
f
or
f
u
r
ther
a
na
lys
e
s
.
W
he
n
the
da
ta
f
oll
ow
or
a
ppr
oa
c
h
the
diagona
l
l
ine,
the
da
ta
is
c
ons
ider
e
d
nor
mal
to
be
d
is
tr
ibu
ted
by
e
xa
mi
ning
p
-
plot
diag
r
a
m,
s
k
e
w
ne
s
s
va
lue,
a
nd
that
kur
tos
is
leve
l
is
in
be
twe
e
n
-
2
or
+
2.
T
he
nor
malit
y
tes
t
r
e
s
ult
s
hows
that
the
da
ta
a
r
e
e
ve
nly
dis
tr
ibut
e
d
by
s
k
e
w
ne
s
s
va
lue
of
-
0.
835
a
nd
kur
tos
is
leve
l
of
0.
085
,
whic
h
is
in
the
r
a
nge
of
+
2.
M
or
e
ove
r
,
the
a
na
lys
is
e
mpl
oys
da
ta
va
li
dit
y
a
nd
r
e
li
a
bil
it
y
tes
t.
Va
li
dit
y
tes
t
is
de
f
ined
a
s
a
tes
t
c
onduc
ted
on
r
e
s
e
a
r
c
h
ins
tr
ument
f
or
mul
a
ted
,
t
o
mea
s
ur
e
the
e
xtent
to
whic
h
a
n
ins
tr
ument
i
s
a
ble
to
a
c
c
ur
a
tely
a
s
s
e
s
s
c
e
r
tain
c
onc
e
pts
whic
h
a
r
e
ne
e
d
e
d
to
be
a
s
s
e
s
s
e
d
[
25,
26]
.
T
he
ins
tr
ument
is
c
ons
ider
e
d
va
li
d
if
it
c
a
n
be
us
e
d
to
mea
s
ur
e
wha
t
is
ne
e
de
d
to
be
mea
s
ur
e
d.
T
he
r
e
s
e
a
r
c
h
e
mpl
oye
d
pr
oduc
t
mom
e
nt
P
e
a
r
s
on
va
li
dit
y
tes
t
to
a
s
s
e
s
s
the
va
li
dit
y
of
it
s
ins
tr
ument
.
T
he
va
li
dit
y
tes
t
r
e
s
ult
s
in
r
co
u
n
t
>
r
t
a
b
l
e
with
a
s
igni
f
ica
nt
r
a
te
o
f
5
%
in
be
twe
e
n
0.
809
a
nd
0.
92
4;
ther
e
f
or
e
,
the
ins
tr
ument
is
c
ons
ider
e
d
va
li
d.
F
ur
ther
,
ins
tr
ument
r
e
li
a
bil
it
y
is
r
e
late
d
to
the
u
nif
or
mi
ty
o
f
r
e
s
ult
s
whe
n
the
r
e
s
e
a
r
c
h
objec
t
is
r
e
pe
a
tedly
mea
s
ur
e
d
.
R
e
li
a
bil
it
y
is
a
n
e
xtent
to
w
hich
e
r
r
o
r
s
in
the
ins
tr
u
ment
a
r
e
mi
nim
ize
d
a
s
po
s
s
ibl
e
in
or
de
r
to
pr
oduc
e
c
ons
is
tent
outcome
s
[
27,
28
]
.
T
o
pe
r
f
or
m
r
e
li
a
bil
it
y
tes
t
o
f
r
e
s
e
a
r
c
h
ins
tr
ument
,
the
r
e
s
e
a
r
c
h
e
mpl
oys
C
r
onba
c
h’
s
Alpha
c
oe
f
f
icie
nt
a
na
lys
is
.
T
he
r
e
s
ult
i
ll
us
tr
a
tes
that
the
va
lue
of
C
r
onba
c
h’
s
Alph
a
c
oe
f
f
icie
nt
r
a
nge
s
f
r
o
m
0.
6
to
0
.
7
withi
n
the
a
c
c
e
ptable
mi
nim
um
r
a
te
of
r
e
li
a
bil
it
y
[
29]
.
R
e
f
e
r
r
ing
to
the
r
e
s
ult
of
da
ta
a
na
lys
is
whic
h
s
hows
that
C
r
onba
c
h’
s
Alpha
va
lue
is
in
0
.
93,
he
nc
e
,
the
r
e
s
e
a
r
c
h
in
s
tr
ument
is
c
ons
ider
e
d
to
be
r
e
li
a
ble
.
T
a
ble
2
il
lus
tr
a
tes
the
r
e
s
ult
of
da
ta
p
r
oc
e
s
s
ing
whic
h
s
hows
the
matur
it
y
leve
l
a
s
s
e
s
s
ment
of
I
T
s
e
r
vice
withi
n
DSS
domain
of
DSS
01,
DSS
02,
DS
03,
DSS
04
,
DSS
05
,
a
nd
DSS
06
p
r
oc
e
s
s
.
F
igur
e
2
i
ndica
tes
the
gr
a
ph
of
c
ur
r
e
nt
,
e
xpe
c
ted
a
nd
maximum
mat
ur
it
y
leve
l
withi
n
DSS
01
,
DSS
02
,
DSS
03
,
DSS
04
,
DSS
05,
a
nd
DSS
06
domain
pr
oc
e
s
s
.
T
a
ble
2.
T
he
a
ve
r
a
ge
s
c
or
e
of
matu
r
it
y
leve
l
withi
n
DSS
p
r
oc
e
s
s
domain
D
oma
in
pr
oc
e
s
s
A
c
ti
vi
ty
M
a
tu
r
it
y l
e
ve
l
E
xpe
c
te
d l
e
ve
l
M
a
xi
mum
l
e
ve
l
D
S
S
01
D
S
S
02
D
S
S
03
D
S
S
04
D
S
S
05
D
S
S
06
M
a
na
ge
O
p
e
r
a
ti
ons
M
a
na
ge
S
e
r
vi
c
e
R
e
que
s
t
s
a
nd I
nc
id
e
nt
s
M
a
na
ge
P
r
obl
e
ms
M
a
na
ge
C
ont
in
ui
ty
M
a
na
ge
S
e
c
ur
it
y S
e
r
vi
c
e
s
M
a
na
ge
B
u
s
in
e
s
s
P
r
oc
e
s
s
C
ont
r
ol
s
3
.
43
3
.
31
3
.
26
3
.
34
3
.
34
3
.
44
4
4
4
4
4
4
5
5
5
5
5
5
F
igur
e
2.
Gr
a
ph
of
a
DSS
p
r
oc
e
s
s
c
a
pa
bil
it
y
leve
l
Evaluation Warning : The document was created with Spire.PDF for Python.
T
E
L
KO
M
NI
KA
T
e
lec
omm
un
C
omput
E
l
C
ontr
o
l
T
he
me
as
ur
e
me
nt
of
matur
it
y
lev
e
l
of
inf
or
mation
t
e
c
hnology
s
e
r
v
ic
e
.
.
.
(
L
anto
N
ingr
ay
ati
A
mali
)
137
3.
2.
Anal
ys
is
a.
M
a
tur
it
y
leve
l
a
s
s
e
s
s
ment
of
I
T
s
e
r
vice
F
r
om
the
da
ta
a
na
lys
is
a
nd
the
r
e
s
ult
of
matur
i
t
y
leve
l
a
s
s
e
s
s
m
e
nt
of
I
T
s
e
r
vice
withi
n
pr
oc
e
s
s
domain
DSS
01
to
DSS
06
,
it
is
indi
c
a
ted
that:
-
P
r
oc
e
s
s
domain
DSS
01
(
mana
ge
ope
r
a
ti
ons
)
pos
s
e
s
s
e
s
matur
it
y
leve
l
o
f
3
.
43.
T
he
p
r
oc
e
s
s
is
in
le
ve
l
3
es
tablis
he
d
(
we
ll
-
de
f
ined)
,
whic
h
de
notes
that
t
he
I
T
s
e
r
vice
pr
oc
e
s
s
ha
s
be
e
n
we
ll
-
im
pleme
nted
by
r
e
f
e
r
r
ing
to
the
de
f
ined
s
tanda
r
d
pr
oc
e
s
s
a
nd
mad
e
pos
s
ibl
e
to
a
c
hieve
po
s
it
ive
outcome
s
.
T
he
matur
it
y
leve
l
im
pli
e
s
that
ther
e
is
a
s
ur
ging
ne
e
d
of
I
T
-
f
r
iendl
y
wor
k
e
nvir
onment
in
mana
ging
or
ga
niza
t
ional
pr
oc
e
s
s
e
s
.
T
his
is
i
ll
us
tr
a
ted
by
the
a
va
il
a
bil
it
y
o
f
I
T
de
vice
s
to
s
uppor
t
the
pe
r
f
o
r
manc
e
a
c
a
de
mi
c
a
nd
other
s
ys
tems
withi
n
the
or
ga
niza
ti
on,
e
.
g
.
,
the
a
va
il
a
bil
it
y
of
blade
s
e
r
ve
r
to
s
uppor
t
the
s
ys
t
e
ms
’
pe
r
f
or
manc
e
.
W
it
h
in
thi
s
leve
l,
the
ne
e
d
f
o
r
c
om
puter
ope
r
a
ti
ona
l
mana
ge
ment
is
a
ddr
e
s
s
e
d
a
c
c
ur
a
tely
withi
n
the
or
ga
niza
ti
on.
I
n
a
ddit
ion
,
the
or
ga
niza
t
ion
ha
s
a
ll
oc
a
ted
I
T
r
e
s
our
c
e
s
a
nd
c
onduc
ted
t
r
a
i
nings
f
or
the
I
T
-
r
e
late
d
pe
r
s
onne
ls
.
F
u
r
ther
,
the
o
r
ga
ni
z
a
ti
on
ha
s
a
c
c
ur
a
tely
a
ddr
e
s
s
e
d
the
ne
e
d
of
I
T
a
s
s
e
t
maintena
nc
e
,
by
whic
h
the
or
ga
niza
ti
on
r
e
lea
s
e
d
li
mi
ted
a
c
c
e
s
s
poli
c
y
to
a
ll
ow
I
T
f
a
c
il
it
ies
only
a
c
c
e
s
s
ibl
e
by
c
e
r
tain
I
T
-
r
e
late
d
pe
r
s
onne
ls
.
-
W
it
hin
pr
oc
e
s
s
domain
DSS
02
(
mana
ge
s
e
r
vice
r
e
que
s
ts
a
nd
incid
e
nts
)
,
the
matur
it
y
leve
l
s
c
or
e
s
3.
31,
whic
h
s
ugge
s
ts
that
the
p
r
oc
e
s
s
is
in
le
ve
l
3
E
s
tablis
he
d
(
we
ll
-
de
f
ined)
.
T
he
matu
r
it
y
leve
l
point
s
out
that
the
pr
oc
e
s
s
of
the
I
T
s
e
r
vice
ha
s
be
e
n
im
pleme
nted
by
r
e
f
e
r
r
ing
to
the
de
f
ined
s
tanda
r
d
pr
oc
e
s
s
;
thi
s
a
ll
o
ws
the
pr
oc
e
s
s
to
a
c
hieve
pos
it
iv
e
outcome
s
.
I
t
is
obs
e
r
va
ble
f
r
om
the
e
f
f
e
c
ti
ve
s
u
ppor
t
by
the
mana
ge
ment
boa
r
d
to
r
e
s
pond
to
the
ne
e
d
of
mana
ge
ment
s
ys
tem
a
nd
f
r
om
the
a
va
il
a
bil
i
ty
of
f
inanc
ial
s
uppor
t
f
or
the
s
uppor
ti
ng
s
taf
f
s
wh
e
n
c
onduc
ti
ng
t
r
a
ini
ngs
.
M
or
e
ove
r
,
the
or
ga
niz
a
ti
on
ha
s
r
e
s
olved
the
ne
e
d
f
o
r
he
lpdes
k
f
unc
ti
on
a
nd
s
e
r
vice
a
nd
is
s
ue
mana
ge
ment
withi
n
the
unit
.
T
he
or
ga
niza
ti
on
a
ls
o
ha
s
pr
e
pa
r
e
d
us
e
r
s
’
gui
de
li
ne
f
or
I
T
s
e
r
vice
a
nd
doc
umenta
ti
on
f
or
e
ve
r
y
is
s
ue
indi
c
a
ti
ons
.
-
W
it
hin
pr
oc
e
s
s
d
omain
DS
S
03
(
mana
ge
pr
oblem
s
)
,
the
matur
it
y
leve
l
s
c
or
e
s
3.
26,
whic
h
de
mons
tr
a
tes
that
the
p
r
oc
e
s
s
is
in
leve
l
3
E
s
tablis
he
d
(
we
ll
-
de
f
ined)
.
T
he
matur
it
y
leve
l
de
notes
that
the
p
r
oc
e
s
s
of
the
I
T
s
e
r
vice
ha
s
be
e
n
im
pleme
nted
by
r
e
f
e
r
r
ing
to
the
de
f
ined
s
ta
nda
r
d
pr
oc
e
s
s
a
nd
th
is
made
pos
s
ibl
e
f
or
the
pr
oc
e
s
s
to
a
c
hieve
pos
it
ive
outcome
s
.
I
t
is
noti
c
e
a
ble
f
r
om
r
a
is
ing
a
wa
r
e
ne
s
s
of
the
im
por
tan
c
e
to
mana
ge
is
s
ue
s
,
a
nd
f
r
om
the
e
f
f
o
r
ts
s
tr
ived
to
iden
ti
f
y
the
r
oots
of
the
is
s
ue
s
in
I
T
s
e
r
vice
.
On
top
of
that,
t
he
e
s
c
a
lation
pr
oc
e
s
s
of
ha
ndli
ng
is
s
ue
s
in
I
T
s
e
r
vice
is
s
tanda
r
dize
d.
T
he
pr
oblem
-
s
olvi
ng
s
teps
ha
ve
invol
ve
d
is
s
ue
doc
umenta
ti
on
a
nd
identif
ica
ti
on
e
mpl
oye
d
by
r
e
s
pons
e
tea
m
e
nga
ging
c
e
ntr
a
li
z
e
d
to
ols
.
-
P
r
oc
e
s
s
domain
DSS
04
(
mana
ge
c
onti
nuit
y)
pos
s
e
s
s
e
s
matur
it
y
leve
l
of
3.
34
.
T
he
pr
oc
e
s
s
is
in
leve
l
3
E
s
tablis
he
d
(
we
ll
-
de
f
ined)
,
in
whic
h
it
point
s
out
that
the
I
T
s
e
r
vice
pr
oc
e
s
s
ha
s
be
e
n
we
ll
-
im
plem
e
nted
by
r
e
f
e
r
r
ing
to
the
de
f
ined
s
tanda
r
d
pr
oc
e
s
s
a
nd
made
pos
s
ibl
e
to
a
c
hieve
pos
it
ive
outcome
s
.
T
his
s
ig
nif
ies
that
the
r
e
s
pons
ibi
li
ti
e
s
f
or
the
planning
of
s
e
r
vice
c
onti
nu
it
y
a
nd
tes
t
a
r
e
c
lea
r
ly
de
f
ined
a
nd
de
s
ignate
d
to
the
r
e
s
pe
c
ti
ve
s
taf
f
s
withi
n
the
or
ga
niza
ti
on.
M
or
e
ove
r
,
the
r
e
s
ult
de
notes
a
c
c
oun
table
mana
ge
ment
of
s
e
r
vice
c
onti
nuit
y.
I
T
c
onti
nuit
y
p
lans
a
r
e
we
ll
-
doc
umente
d
r
e
f
e
r
r
ing
to
c
r
it
ica
l
e
leme
nts
of
the
s
ys
tem
a
nd
or
ga
niza
ti
ona
l
bus
ines
s
im
pa
c
t.
M
or
e
ove
r
,
the
mana
ge
ment
boa
r
d
pe
r
f
o
r
ms
c
ons
is
tent
c
omm
unica
ti
on
with
the
s
taf
f
s
on
the
im
por
tanc
e
of
planning
to
maintain
the
c
onti
nuit
y
of
I
T
s
e
r
vic
e
.
I
n
the
mea
nti
me,
the
or
ga
niza
ti
on
ha
s
im
pleme
nted
hi
gh
a
va
il
a
bil
it
y
of
c
omponents
a
nd
ba
c
kup
s
ys
tem.
-
W
it
hin
pr
oc
e
s
s
domain
DSS
05
(
mana
ge
s
e
c
ur
it
y
s
e
r
vice
s
)
,
the
matu
r
it
y
leve
l
s
c
a
les
3.
34
in
le
ve
l
3
E
s
tablis
he
d
(
we
ll
-
de
f
ined)
.
T
he
r
e
s
ult
il
lus
tr
a
tes
th
a
t
the
I
T
s
e
r
vice
pr
oc
e
s
s
ha
s
be
e
n
we
ll
-
im
pleme
nt
e
d
by
r
e
f
e
r
r
ing
to
the
de
f
ined
s
tanda
r
d
p
r
oc
e
s
s
;
by
whic
h
it
a
ll
ows
the
pr
oc
e
s
s
to
a
c
hieve
pos
it
ive
outcom
e
s
.
I
t
is
a
ppa
r
e
nt
that
the
or
ga
niza
ti
on
pos
s
e
s
s
e
s
c
ompr
e
he
ns
ive
a
nd
a
wa
r
e
ne
s
s
of
the
s
igni
f
ica
nc
e
of
e
ns
ur
ing
the
I
T
s
e
c
ur
it
y,
in
whic
h
r
e
s
pons
ibi
li
ti
e
s
a
nd
a
c
c
ountabili
ty
a
r
e
de
ter
mi
ne
d
,
mana
ge
d
a
nd
unde
r
s
tood
to
e
ns
ur
e
I
T
s
e
c
ur
it
y.
F
ur
ther
,
the
or
ga
niza
ti
on
ha
s
e
s
tablis
he
d
pr
oc
e
dur
e
s
f
o
r
I
T
s
e
c
ur
it
y
in
a
c
c
or
da
nc
e
with
I
T
s
e
c
ur
it
y
pol
icy,
in
whic
h
the
s
e
c
ur
it
y
r
e
por
t
inv
olves
c
ohe
r
e
nt
bus
ines
s
f
oc
us
.
T
he
mana
ge
ment
boa
r
d
a
ls
o
e
nga
ge
s
s
tep
s
to
mi
nim
ize
a
nd
a
dd
r
e
s
s
r
is
ks
s
us
taina
bly.
-
P
r
oc
e
s
s
domain
DSS
06
(
mana
ge
bus
ine
s
s
pr
oc
e
s
s
c
ontr
ol)
s
hows
matur
it
y
leve
l
of
3,
44
in
leve
l
3
E
s
tablis
he
d
(
we
ll
-
de
f
ined)
,
wh
ich
s
ymbol
ize
s
that
the
I
T
s
e
r
vice
pr
oc
e
s
s
ha
s
be
e
n
we
ll
-
im
pleme
nte
d
by
r
e
f
e
r
r
ing
to
the
de
f
ined
s
tanda
r
d
pr
oc
e
s
s
a
nd
made
pos
s
ibl
e
to
a
c
hieve
pos
it
ive
outcome
s
.
I
t
is
de
picte
d
in
e
nha
nc
e
ments
by
the
or
ga
niza
ti
on
to
a
ddr
e
s
s
is
s
ue
s
in
inf
or
mation
c
ont
r
ol
a
n
d
de
ve
lopm
e
nt
of
c
ompr
e
he
ns
ive
mana
ge
ment
of
e
nvir
onmenta
l
qua
li
ty.
On
top
o
f
that
,
e
nvir
onmenta
l
c
ont
r
o
l
of
the
or
ga
niza
ti
on
is
e
nga
ge
d
pr
oa
c
ti
ve
ly,
one
of
w
hich
include
s
a
c
omm
it
ment
to
f
a
c
il
it
ies
a
nd
a
wa
r
e
ne
s
s
of
I
T
s
e
c
ur
it
y
.
T
he
o
r
ga
niza
ti
on
a
ls
o
pos
s
e
s
s
a
r
e
s
pons
ibl
e
a
nd
a
c
c
ountable
s
tr
uc
tur
e
whic
h
ha
ve
the
pr
ivi
lege
of
a
c
c
e
s
s
to
I
T
s
e
r
vice
s
in
a
c
c
or
da
nc
e
with
the
c
a
pa
bil
it
ies
a
nd
s
kil
ls
r
e
quir
e
d
to
de
ve
lop
tec
hnology
inf
r
a
s
tr
uc
tur
e
plan.
Evaluation Warning : The document was created with Spire.PDF for Python.
I
S
S
N
:
1693
-
6930
T
E
L
KO
M
NI
KA
T
e
lec
omm
un
C
omput
E
l
C
ontr
o
l
,
Vol.
1
8
,
No
.
1
,
F
e
br
ua
r
y
2020
:
133
-
139
138
b.
Ga
p
a
na
lys
is
of
matur
it
y
leve
l
of
I
T
T
he
a
ve
r
a
ge
r
e
s
ult
s
of
the
a
s
s
e
s
s
ment
of
I
T
s
e
r
vice
matur
it
y
leve
l
with
in
the
pr
oc
e
s
s
domains
DSS
01
to
DSS
06
de
pict
c
ur
r
e
nt
a
ve
r
a
ge
matur
it
y
leve
l
on
leve
l
3
(
E
s
tablis
he
d)
.
I
t
is
the
c
ondit
ion
i
n
whic
h
pr
oc
e
s
s
e
s
of
I
T
s
e
r
vi
c
e
ha
ve
be
e
n
im
pleme
nted
by
s
tanda
r
d
p
r
oc
e
dur
e
a
nd
a
c
hieve
d
a
pos
it
ive
outco
me,
ha
ve
c
omm
unica
ted
a
nd
im
pleme
nted
by
a
ll
a
c
a
de
mi
c
ians
.
T
he
r
e
f
o
r
e
,
the
o
r
ga
niza
ti
on
s
hould
e
n
ha
nc
e
it
s
pe
r
f
or
manc
e
o
f
I
T
s
e
r
vice
,
invol
ving
poli
c
y,
im
pl
e
menta
ti
on,
a
nd
c
onf
or
mi
t
y
to
p
r
ogr
e
s
s
to
leve
l
4
matur
it
y
(
pr
e
dicta
ble)
,
a
s
s
hown
in
F
igu
r
e
3
a
s
f
ol
lows
.
M
o
r
e
ove
r
,
the
o
r
ga
niza
ti
on
r
e
qui
r
e
s
to
pe
r
f
or
m
a
djus
t
ments
to
a
c
hieve
de
s
ir
e
d
matur
it
y
leve
l.
T
he
bigges
t
ga
p
oc
c
ur
s
in
DSS
03
(
mana
ge
p
r
obl
e
m)
domain
,
in
whic
h
the
matu
r
it
y
leve
l
is
3
.
26.
C
onve
r
s
e
ly,
the
s
malles
t
ga
p
i
s
s
hown
in
the
DSS
06
domain,
whic
h
s
c
a
les
3.
44
in
the
matur
it
y
leve
l.
T
he
e
xis
ti
ng
ga
p
withi
n
D
S
S
03
domain
s
igni
f
ies
the
lac
ks
of
c
omp
r
e
he
ns
ion
withi
n
e
ve
r
y
leve
l
of
the
or
ga
niza
ti
on
towa
r
ds
mana
ge
ment
pr
oc
e
s
s
o
n
is
s
ue
s
of
I
T
s
e
r
vice
.
T
his
is
e
c
hoe
d
by
r
a
ther
uns
table
qua
li
ty
of
s
e
r
vice
to
us
e
r
s
a
nd
hindr
a
nc
e
s
d
ue
to
the
pe
r
s
onne
ls
’
li
mi
ted
knowle
dge
withi
n
e
a
c
h
or
ga
niza
ti
ona
l
unit
.
He
nc
e
f
or
th,
the
ove
r
a
ll
r
e
s
ult
of
matu
r
it
y
leve
l
a
s
s
e
s
s
ment
of
I
T
s
e
r
vice
de
m
on
s
tr
a
tes
that
the
c
ur
r
e
nt
matur
it
y
leve
l
is
qu
it
e
dis
tant
f
r
om
the
de
s
ir
e
d
leve
l,
i
.
e
.
,
leve
l
4
(
p
r
e
dicta
ble)
.
F
igur
e
3.
R
a
da
r
diagr
a
m
of
DSS
p
r
oc
e
s
s
c
a
pa
bil
it
y
leve
l
c.
R
e
c
omm
e
nda
ti
ons
T
his
s
tudy
r
e
c
omm
e
nds
that:
-
T
he
or
ga
niza
ti
on
r
e
quir
e
s
to
f
or
mul
a
te
a
nd
r
a
ti
f
y
poli
c
y
of
S
tanda
r
d
Ope
r
a
ti
ng
P
r
oc
e
dur
e
(
S
OP)
of
I
T
s
e
r
vice
mana
ge
ment,
due
to
the
de
f
icie
nc
y
of
c
ompr
e
he
ns
ive
S
OP
withi
n
e
a
c
h
or
ga
niza
ti
ona
l
unit
.
T
he
S
OP
is
c
r
i
ti
c
a
l
to
f
o
r
mul
a
ti
ng
a
s
a
guideline
of
pr
oc
e
s
s
a
nd
im
pleme
ntation
of
I
T
gove
r
na
nc
e
withi
n
the
or
ga
niza
ti
on.
B
y
that,
it
a
ll
ows
the
or
ga
niza
ti
on
to
im
pleme
nt
c
ompr
e
he
ns
ive
a
nd
de
t
a
il
e
d
doc
umenta
ti
on
of
e
ve
r
y
pr
oc
e
s
s
,
job
de
s
k
,
a
nd
r
ole
of
ind
ivi
dua
ls
or
g
r
oups
withi
n
the
or
ga
niza
ti
on
.
-
I
t
is
c
r
uc
ial
f
o
r
the
o
r
ga
niza
ti
on
to
e
nga
ge
in
the
c
lea
r
a
nd
we
ll
-
s
tr
uc
tur
e
d
s
tanda
r
diza
ti
on
of
gove
r
na
nc
e
a
nd
mana
ge
ment
to
mi
nim
ize
potent
ial
ga
ps
in
da
ta
a
nd
inf
or
mation
f
lows
ne
e
de
d
whe
n
f
or
mul
a
ti
ng
po
li
c
y.
-
E
nha
nc
e
ment
in
I
T
s
e
r
vice
s
ys
tem
is
e
s
s
e
nti
a
l
withi
n
e
ve
r
y
wor
k
unit
of
the
o
r
ga
niza
ti
on
in
a
c
c
or
d
a
nc
e
with
the
c
ha
r
a
c
ter
is
ti
c
s
of
I
T
s
e
r
vice
of
e
a
c
h
unit
.
-
T
he
or
ga
niza
ti
on
is
r
e
quir
e
d
to
i
mpl
e
ment
int
e
g
r
a
ti
on
with
pr
e
-
e
xis
ti
ng
a
ppli
c
a
ti
ons
to
va
li
da
te
da
t
a
,
f
r
om
whic
h
it
pr
ovides
e
a
s
e
f
o
r
the
us
e
r
s
t
o
e
xpe
r
ienc
e
s
e
r
vice
of
the
a
c
c
ur
a
te
a
nd
e
f
f
e
c
ti
ve
inf
or
mation
a
c
c
e
s
s
ing.
-
Upgr
a
de
a
nd
opti
mi
z
a
ti
on
in
I
C
T
s
e
r
vice
s
ys
tem
a
r
e
vit
a
l
f
o
r
the
or
ga
niza
ti
on
to
c
onduc
t
to
a
c
hieve
good
gove
r
na
nc
e
.
4.
CONC
L
USI
ON
T
he
ove
r
a
ll
s
c
or
e
o
f
the
c
ur
r
e
nt
matur
it
y
leve
l
of
I
T
s
e
r
vice
is
in
s
c
a
le
3
(
e
s
tablis
he
d)
out
of
leve
l
5
s
c
a
le
(
opti
mi
z
ing
)
.
T
he
ove
r
a
ll
r
e
s
ult
r
e
ve
a
ls
that
I
T
s
e
r
vice
p
r
oc
e
s
s
e
s
a
r
e
im
pleme
nted
a
nd
doc
umente
d
r
e
f
e
r
r
ing
to
the
de
f
ined
s
tanda
r
d
p
r
oc
e
s
s
,
in
whic
h
it
a
ll
ows
the
or
ga
niza
ti
on
to
a
c
hieve
pos
it
ive
outcome
s
.
De
s
pit
e
that
,
the
o
r
ga
niza
ti
on
is
obli
ge
d
to
e
nha
nc
e
the
DSS
pr
oc
e
s
s
,
due
to
the
c
ur
r
e
nt
matur
it
y
leve
l
is
quit
e
d
is
tant
f
r
o
m
the
de
s
ir
e
d
leve
l,
i
.
e
.
,
leve
l
4
(
pr
e
dicta
ble)
.
T
he
mos
t
s
igni
f
ica
nt
ga
p
e
xis
ts
in
DSS
03
(
mana
ge
pr
oblem)
domain
,
in
whic
h
the
m
a
tur
it
y
leve
l
is
3
.
26.
I
n
c
ontr
a
s
t,
the
s
malles
t
ga
p
i
s
s
hown
in
the
DSS
06
domain
whic
h
s
c
a
les
3.
44.
T
his
s
ign
if
ies
the
im
por
tanc
e
of
the
pe
r
s
onne
ls
’
knowle
dge
upgr
a
de
in
ha
ndli
ng
I
T
s
e
r
vice
is
s
ue
s
by
e
nga
ging
in
tr
a
i
ning,
a
pp
r
e
nti
c
e
s
hip,
a
nd
c
e
r
ti
f
ica
ti
on.
On
top
o
f
that,
it
ne
e
ds
f
ull
c
omm
i
tm
e
nt
f
r
om
a
ll
a
c
a
de
mi
c
ians
to
e
ns
ur
e
the
in
f
or
mation
a
va
il
a
bil
it
y
a
nd
e
a
s
e
of
a
c
c
e
s
s
withi
n
Evaluation Warning : The document was created with Spire.PDF for Python.
T
E
L
KO
M
NI
KA
T
e
lec
omm
un
C
omput
E
l
C
ontr
o
l
T
he
me
as
ur
e
me
nt
of
matur
it
y
lev
e
l
of
inf
or
mation
t
e
c
hnology
s
e
r
v
ic
e
.
.
.
(
L
anto
N
ingr
ay
ati
A
mali
)
139
e
a
c
h
wor
k
unit
.
B
y
that
,
it
is
e
s
s
e
nti
a
l
f
or
the
or
ga
n
iza
ti
on
to
im
pleme
nt
we
ll
-
pr
e
pa
r
e
d
plannin
g
a
nd
to
e
xe
c
ute
the
planning
c
ons
is
tently
in
or
de
r
to
c
ompl
y
with
or
ga
niza
ti
ona
l
s
tr
a
tegy
a
nd
goa
ls
.
RE
F
E
RE
NC
E
S
[1
]
C.
S.
A
marav
ad
i
,
“
D
i
g
i
t
a
l
Re
p
o
s
i
t
o
r
i
es
f
o
r
e
-
G
o
v
ern
m
en
t
,
”
E
l
ec
t
r
o
n
i
c
G
o
ver
n
m
e
n
t
,
v
o
l
.
2
,
n
o
.
2
,
p
p
.
2
0
5
-
2
1
8
,
2
0
0
5
.
[2
]
E
.
N
o
v
i
an
t
i
an
d
A
.
N
.
Faj
ar
,
“
In
fo
rmat
i
o
n
T
ech
n
o
l
o
g
y
In
v
es
t
men
t
A
n
a
l
y
s
i
s
o
f
H
o
s
p
i
t
a
l
i
t
y
U
s
i
n
g
In
f
o
rmat
i
o
n
E
co
n
o
m
i
cs
A
p
p
r
o
ach
,
”
TE
LK
O
M
NIK
A
Tel
ec
o
m
m
u
n
i
c
a
t
i
o
n
C
o
m
p
u
t
i
n
g
E
l
ec
t
r
o
n
i
cs
a
n
d
C
o
n
t
r
o
l
,
v
o
l
.
17
,
n
o
.
2
,
p
p
.
6
0
9
-
6
1
4
,
2
0
1
9
.
[3
]
A.
A
.
Farh
an
g
h
i
,
A
.
A
b
b
a
s
p
o
u
r,
a
n
d
R.
A
.
G
h
a
s
s
em
i
,
“
T
h
e
E
ffect
o
f
In
f
o
rmat
i
o
n
T
ec
h
n
o
l
o
g
y
o
n
O
r
g
an
i
zat
i
o
n
a
l
St
ru
c
t
u
re
a
n
d
F
i
rm
Perf
o
rman
ce
:
A
n
A
n
al
y
s
i
s
o
f
C
o
n
s
u
l
t
an
t
E
n
g
i
n
eer
s
Fi
rm
s
(C
E
F)
i
n
Iran
,
”
P
r
o
ced
i
a
-
S
o
ci
a
l
a
n
d
B
eh
a
vi
o
r
a
l
S
c
i
en
ce
s
,
v
o
l
.
81
,
p
p
.
6
4
4
–
6
4
9
,
2
0
1
3
.
[4
]
A
.
A
s
l
i
zad
e
h
,
“
Imp
act
o
f
U
s
i
n
g
In
fo
rma
t
i
o
n
T
ech
n
o
l
o
g
y
o
n
Creat
i
n
g
a
Su
s
t
a
i
n
a
b
l
e
Co
m
p
et
i
t
i
v
e
A
d
v
an
t
ag
e
fo
r
Co
mp
a
n
i
e
s
(Cas
e
St
u
d
y
:
G
o
l
e
s
t
a
n
Fo
o
d
Co
m
p
an
i
es
)
,
”
In
d
i
a
n
Jo
u
r
n
a
l
o
f
F
u
n
d
a
m
en
t
a
l
a
n
d
A
p
p
l
i
e
d
Li
f
e
S
ci
e
n
ces
,
v
o
l
.
4
,
p
p
.
1
5
9
5
-
1
6
0
3
,
2
0
1
4
.
[5
]
M.
Si
b
an
d
a
an
d
D
.
Ramrat
h
an
,
“
I
n
fl
u
en
ce
o
f
In
fo
rm
at
i
o
n
T
ec
h
n
o
l
o
g
y
o
n
O
r
g
an
i
zat
i
o
n
St
ra
t
eg
y
,
”
F
o
u
n
d
a
t
i
o
n
s
o
f
M
a
n
a
g
em
e
n
t
,
v
o
l
.
9
,
n
o
.
s
1
,
p
p
.
1
9
1
-
2
0
2
,
2
0
1
7
.
[6
]
P.
K
o
t
l
e
r
,
St
rat
e
g
i
c
Mark
e
t
i
n
g
f
o
r
E
d
u
cat
i
o
n
al
I
n
s
t
i
t
u
t
i
o
n
s
,
2
nd
ed
.
N
e
w
J
ers
e
y
:
Pre
n
t
i
ce
-
H
a
l
l
In
c
,
2
0
0
0
.
[7
]
L
.
N
.
A
mal
i
,
M.
Mah
mu
d
d
i
n
,
an
d
M.
A
h
ma
d
,
“
In
fo
r
mat
i
o
n
T
ec
h
n
o
l
o
g
y
G
o
v
er
n
an
ce
Frame
w
o
r
k
i
n
t
h
e
P
u
b
l
i
c
Sect
o
r
O
rg
a
n
i
za
t
i
o
n
s
,
”
TE
LK
O
M
NIK
A
Tel
ec
o
m
m
u
n
i
c
a
t
i
o
n
C
o
m
p
u
t
i
n
g
E
l
ec
t
r
o
n
i
cs
a
n
d
C
o
n
t
r
o
l
,
v
o
l
.
12
,
n
o
.
2
,
p
p
.
4
2
9
-
4
3
6
,
2
0
1
4
.
[8
]
M.
Ci
o
rci
ar
i
an
d
P.
Bl
at
t
n
er
,
“
E
n
t
erp
r
i
s
e
Ri
s
k
Ma
n
ag
emen
t
Mat
u
ri
t
y
-
L
ev
e
l
A
s
s
e
s
s
me
n
t
T
o
o
l
,
”
Th
e
S
o
ci
e
t
y
o
f
A
ct
u
a
r
i
e
s
,
p
p
.
1
-
25
,
2
0
0
8
.
[9
]
M.
S.
d
e
A
rau
j
o
,
E.
C.
O
l
i
v
e
i
ra,
S.
B.
S.
Mo
n
t
e
i
ro
,
an
d
T.
M.
F.
Q.
Men
d
o
n
ça
,
“
Ri
s
k
Man
ag
eme
n
t
Ma
t
u
ri
t
y
E
v
a
l
u
a
t
i
o
n
A
rt
i
fact
t
o
E
n
h
a
n
ce
E
n
t
er
p
ri
s
e
I
T
Q
u
al
i
t
y
,”
in
P
r
o
ceed
i
n
g
s
o
f
t
h
e
1
9
th
In
t
er
n
a
t
i
o
n
a
l
C
o
n
f
er
e
n
ce
o
n
E
n
t
er
p
r
i
s
e
In
f
o
r
m
a
t
i
o
n
S
y
s
t
e
m
s
(ICE
I
S
)
,
v
o
l
.
3
,
2
0
1
7
,
p
p
.
425
-
4
3
2
.
[1
0
]
S.
d
e
H
aes
an
d
W
.
v
a
n
G
remb
erg
e
n
,
“
E
n
t
erp
r
i
s
e
G
o
v
ern
a
n
ce
o
f
IT
,
A
l
i
g
n
me
n
t
a
n
d
V
al
u
e,
i
n
E
n
t
erp
ri
s
e
G
o
v
ern
a
n
ce
o
f
In
f
o
rmat
i
o
n
T
ec
h
n
o
l
o
g
y
,
”
Sp
ri
n
g
er
,
p
p
.
1
-
10
,
2
0
1
5
.
[1
1
]
E.
N.
Nf
u
k
a,
L.
Ru
s
u
,
P.
J
o
h
an
n
es
s
o
n
,
an
d
B.
Mu
t
a
g
a
h
y
w
a
,
“
T
h
e
St
at
e
o
f
IT
G
o
v
ern
a
n
ce
i
n
O
rg
a
n
i
za
t
i
o
n
s
fro
m
t
h
e
P
u
b
l
i
c
Sec
t
o
r
i
n
a
D
ev
e
l
o
p
i
n
g
C
o
u
n
t
r
y
,
”
P
r
o
cee
d
i
n
g
s
o
f
t
h
e
4
2
nd
H
a
w
a
i
i
In
t
er
n
a
t
i
o
n
a
l
C
o
n
f
er
e
n
ce
o
n
S
y
s
t
em
S
ci
e
n
ces
,
p
p
.
1
-
12
,
2
0
0
9
.
[1
2
]
IT
G
I
,
“
E
x
ecu
t
i
v
e
O
v
er
v
i
e
w
CO
BI
T
4
.
1
.
Ro
l
l
i
n
g
Mead
o
w
s
U
S
A
:
IT
G
o
v
ern
a
n
ce
In
s
t
i
t
u
t
e
,”
2
0
0
7
.
[1
3
]
H
.
G
.
A
l
b
ert
i
,
“
IT
G
o
v
er
n
an
ce
an
d
H
u
man
Res
o
u
rce
s
Man
ag
emen
t
:
A
Framew
o
rk
fo
r
SME
s
,
”
In
t
er
n
a
t
i
o
n
a
l
Jo
u
r
n
a
l
o
f
H
u
m
a
n
Ca
p
i
t
a
l
a
n
d
In
f
o
r
m
a
t
i
o
n
Tech
n
o
l
o
g
y
P
r
o
f
e
s
s
i
o
n
a
l
s
(IJH
CIT
P
)
,
v
o
l
.
4
,
n
o
.
3
,
p
p
.
1
-
18
,
2
0
1
3
.
[1
4
]
D
.
Smi
t
s
an
d
J
.
V
.
H
i
l
l
e
g
ers
b
erg
,
“
IT
G
o
v
er
n
an
ce
Mat
u
r
i
t
y
:
D
e
v
el
o
p
i
n
g
a
Mat
u
ri
t
y
M
o
d
e
l
u
s
i
n
g
t
h
e
D
el
p
h
i
Met
h
o
d
,
”
H
a
wa
i
i
In
t
er
n
a
t
i
o
n
a
l
C
o
n
f
er
e
n
ce
o
n
S
ys
t
em
S
ci
en
ce
s
,
p
p
.
4
5
3
4
-
4
5
4
3
,
2
0
1
5
.
[1
5
]
R.
K
an
n
,
F.
V
an
D
er
O
o
rd
,
J
.
U
g
b
ah
,
A
.
A
ro
ra,
N
.
K
u
mar.
2
0
1
4
A
u
d
i
t
Pl
a
n
H
o
t
Sp
o
t
s
,
CE
B
A
u
d
i
t
L
ead
ers
h
i
p
Co
u
n
ci
l
,
2
0
1
3
.
[1
6
]
W
.
V
an
G
remb
erg
en
an
d
S.
D
e
H
aes
,
“
IT
G
o
v
ern
an
ce
St
ru
c
t
u
re
s
,
Pro
ces
s
e
s
,
an
d
Rel
at
i
o
n
al
Mech
a
n
i
s
ms
:
A
ch
i
ev
i
n
g
IT
/
Bu
s
i
n
es
s
A
l
i
g
n
me
n
t
i
n
a
Ma
j
o
r
Be
l
g
i
an
F
i
n
a
n
ci
a
l
G
ro
u
p
,
”
P
r
o
ceed
i
n
g
s
o
f
t
h
e
3
8
th
H
a
wa
i
i
In
t
e
r
n
a
t
i
o
n
a
l
Co
n
f
er
e
n
ce
o
n
S
ys
t
em
S
ci
e
n
ces
,
v
o
l
.
38
,
p
p
.
1
-
10
,
2
0
0
5
.
[1
7
]
G.
P.
Ro
g
ers
,
“
T
h
e
R
o
l
e
o
f
Mat
u
r
i
t
y
Mo
d
el
s
i
n
IT
G
o
v
er
n
an
ce
:
A
Co
m
p
ar
i
s
o
n
o
f
t
h
e
Ma
j
o
r
M
o
d
e
l
s
a
n
d
T
h
ei
r
Po
t
en
t
i
al
Be
n
efi
t
s
t
o
t
h
e
E
n
t
er
p
ri
s
e,
In
fo
rma
t
i
o
n
T
ec
h
n
o
l
o
g
y
G
o
v
er
n
an
ce
a
n
d
Ser
v
i
c
e
Man
a
g
emen
t
:
Frame
w
o
rk
s
an
d
A
d
ap
t
at
i
o
n
s
,
”
IG
I
G
l
o
b
a
l
,
p
p
.
2
5
4
-
2
6
5
,
2
0
0
9
.
[1
8
]
D
.
Pro
en
ça
an
d
J
.
Bo
rb
i
n
h
a
,
“
Mat
u
r
i
t
y
Mo
d
e
l
s
fo
r
In
fo
rmat
i
o
n
Sy
s
t
ems
-
A
St
at
e
o
f
t
h
e
A
rt
,
”
P
r
o
ced
i
a
Co
m
p
u
t
e
r
S
ci
e
n
ce
,
v
o
l
.
1
0
0
,
p
p
.
1
0
4
2
-
1
0
4
9
,
2
0
1
6
.
[1
9
]
O
.
Mat
ran
e,
A
.
T
a
l
ea,
C.
O
k
ar,
an
d
M.
T
al
ea
,
“
T
o
w
ard
s
a
N
ew
Mat
u
ri
t
y
M
o
d
e
l
fo
r
In
f
o
rmat
i
o
n
Sy
s
t
e
m
,
”
In
t
e
r
n
a
t
i
o
n
a
l
Jo
u
r
n
a
l
o
f
Co
m
p
u
t
e
r
S
c
i
en
ce
Is
s
u
e
s
(IJCS
I)
,
v
o
l
.
12
,
n
o
.
3
,
p
p
.
2
6
8
-
2
7
8
,
2
0
1
5
.
[2
0
]
P.
W
ei
l
l
an
d
J
.
W
.
Ro
s
s
,
“
IT
G
o
v
ern
a
n
ce
H
o
w
T
o
p
Perfo
rmers
Man
a
g
e
IT
D
eci
s
i
o
n
Ri
g
h
t
s
fo
r
Su
p
eri
o
r
Res
u
l
t
s
,”
H
arv
a
r
d
Bu
s
i
n
e
s
s
Sc
h
o
o
l
Pres
s
,
2
0
0
4
.
[2
1
]
ISA
CA
,
“
CO
BIT
5
:
A
Bu
s
i
n
es
s
Framew
o
rk
fo
r
t
h
e
G
o
v
ern
a
n
ce
an
d
Ma
n
ag
eme
n
t
o
f
E
n
t
erp
r
i
s
e
IT
,
”
Ro
l
l
i
n
g
Mead
o
w
s
U
S
A
:
I
T
G
o
v
ern
a
n
ce
In
s
t
i
t
u
t
e
,
2
0
1
2
.
[2
2
]
ISO
/
I
E
C
1
5
5
0
4
-
2
,
“
So
f
t
w
are
E
n
g
i
n
eeri
n
g
-
Pr
o
ces
s
A
s
s
e
s
men
t
,
Part
2
:
Perf
o
rmi
n
g
an
A
s
s
es
s
men
t
,
”
2
0
0
3
.
[2
3
]
ISO
/
I
E
C
1
5
5
0
4
-
5
, “
2
0
1
2
-
Part
5
:
A
n
E
x
em
p
l
ar
So
f
t
w
ar
e
L
i
fe
Cy
cl
e
Pro
ces
s
A
s
s
e
s
s
me
n
t
Mo
d
el
,”
2
0
1
2
.
[2
4
]
J.
W
.
Cres
w
el
l
,
“
Res
earch
D
e
s
i
g
n
:
Q
u
al
i
t
a
t
i
v
e,
Q
u
a
n
t
i
t
at
i
v
e,
an
d
M
i
x
e
d
Met
h
o
d
s
A
p
p
ro
a
ch
e
s
,
”
4
t
h
e
d
.
T
h
o
u
s
an
d
O
ak
s
,
CA
:
Sag
e
,
2
0
1
4
.
[2
5
]
U
.
Sek
aran
an
d
R.
Bo
u
g
i
e
,
“
Res
earc
h
Met
h
o
d
e
f
o
r
Bu
s
i
n
es
s
:
A
Sk
i
l
l
B
u
i
l
d
i
n
g
A
p
p
ro
ac
h
,
”
6
t
h
ed
.
W
es
t
Su
s
s
ex
,
E
n
g
l
a
n
d
:
J
o
h
n
W
i
l
ey
&
So
n
s
,
2
0
1
3
.
[2
6
]
A
.
P.
Fi
el
d
,
“
D
i
s
c
o
v
er
i
n
g
St
a
t
i
s
t
i
cs
U
s
i
n
g
SPSS
,
”
3
rd
e
d
.
T
h
o
u
s
an
d
O
ak
s
,
CA
:
Sa
g
e
Pu
b
l
i
ca
t
i
o
n
s
In
c.
,
2
0
0
9
.
[2
7
]
M.
Sau
n
d
er
s
,
P.
L
ew
i
s
,
a
n
d
A
.
T
h
o
rn
h
i
l
l
,
“
Re
s
earch
Met
h
o
d
s
fo
r
B
u
s
i
n
e
s
s
St
u
d
en
t
s
,
”
5
t
h
ed
.
E
s
s
e
x
,
E
n
g
l
a
n
d
:
Pren
t
i
ce
H
al
l
,
2
0
0
9
.
[2
8
]
W.
G
.
Z
i
k
mu
n
d
,
“
Bu
s
i
n
es
s
Res
earch
Me
t
h
o
d
,
”
Sev
e
n
t
h
E
d
i
t
i
o
n
.
O
h
i
o
:
T
h
o
mp
s
o
n
So
u
t
h
-
W
e
s
t
er
n
,
2
0
0
3
.
[2
9
]
J.
F.
H
ai
r,
W
.
C.
Bl
ack
,
B.
J
.
Bab
i
n
,
an
d
R.
E
.
A
n
d
ers
o
n
,
“
Mu
l
t
i
v
ar
i
at
e
D
at
a
A
n
al
y
s
i
s
,
”
Sev
e
n
t
h
E
d
i
t
i
o
n
.
L
o
n
d
o
n
:
Pears
o
n
Pren
t
i
ce
H
a
l
l
,
2
0
1
0
.
Evaluation Warning : The document was created with Spire.PDF for Python.