Implementing COBIT-Aligned ServiceNow Workflows for Financial Institutions
DOI:
https://doi.org/10.63345/sjaibt.v2.i4.204Keywords:
COBIT, ServiceNow workflows, financial institutions, IT governance, simulationAbstract
In an era of tightening regulatory oversight and rising cyber risks, financial institutions must ensure that their IT service workflows are not only efficient, but also deeply aligned with governance, risk, and compliance frameworks. This paper explores the design, simulation, and evaluation of ServiceNow workflows aligned to COBIT (latest version) in a banking context. We propose a methodology to map COBIT control objectives to workflow processes, simulate their performance under realistic incident/change scenarios, and statistically analyze key performance indicators (KPIs). The simulation and analysis demonstrate that COBIT-aligned workflows reduce governance violations, improve mean time to resolution (MTTR), and enhance audit readiness. We conclude with recommendations and limitations.
Downloads
References
• ISACA. COBIT 2019 Framework: Governance and Management Objectives. ISACA, 2019.
• “ITSM Reference Architecture.” ServiceNow documentation, recommending mapping to COBIT’s Governance of Enterprise IT. ServiceNow
• “Aligning IT Governance with Business Goals Using the COBIT Framework.” Cogito Journal, COGITO Smart Journal, Vol. 10, No. 2 (2024). cogito.unklab.ac.id
• Blog article: “COBIT Framework: A Different Take on Service Management.” Invgate blog. InvGate ITSM Blog
• “ITSM based change management automation in cloud,” RAST Journal (2025). rast-journal.org
• “When Change Management and ServiceNow Policies Conflict.” ITSMProfessor blog (2024). itsmprofessor.net
• “How Streamlining Business Processes Supports a ServiceNow Implementation.” Beyond20 blog. Beyond20: A ServiceNow Elite Partner
• Shahin, M., Babar, M. A., & Zhu, L. (2017). Continuous Integration, Delivery and Deployment: A Systematic Review on Approaches, Tools, Challenges and Practices. arXiv preprint. arXiv
• de Luna, A. J. H. O., Kruchten, P., Pedrosa, M. L. G. E., Almeida Neto, H. R., & de Moura, H. P. (2014). A State of the Art of Agile Governance: A Systematic Review. arXiv preprint. arXiv
• Yu, J., & Buyya, R. (2005). A Taxonomy of Workflow Management Systems for Grid Computing. arXiv preprint. arXiv
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Scientific Journal of Artificial Intelligence and Blockchain Technologies
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
The license allows re-users to share and adapt the work, as long as credit is given to the author and don't use it for commercial purposes.
