Systematic Literature Review on the Implementation of APO11 Managed Quality COBIT 2019 in Information Technology Governance

Abstract

Information technology governance plays a crucial role in ensuring that the use of technology effectively, efficiently, and sustainably supports the achievement of organizational goals. One of the widely used frameworks in IT governance implementation is COBIT 2019, specifically the APO11 Managed Quality domain, which focuses on managing and improving the quality of information technology services. This study aims to analyze the implementation of APO11 Managed Quality across various organizations using a Systematic Literature Review (SLR) approach. The research process followed the PRISMA guidelines, which include the stages of identification, screening, eligibility assessment, and article selection. A total of 33 articles meeting the inclusion criteria were analyzed to address research questions regarding the implementation, benefits, and challenges of APO11. The findings indicate that APO11 is generally implemented through IT governance audits, capability assessments, information system evaluations, as well as measurements of capability and maturity levels. The implementation of APO11 has been shown to contribute to improved service quality, business process efficiency, user satisfaction, and the strengthening of quality monitoring and documentation mechanisms. However, various organizations still face challenges such as limited human resources, inadequate documentation, low understanding of COBIT 2019, and suboptimal system integration. The research findings indicate that the success of APO11 implementation is influenced by management support, clear process standards, human resource competencies, and organizational commitment to continuous improvement.