Towards business alignment of IT services in universities: Challenges in elicitations of requirements for IT services

Universities tackle with requirement elicitation for suitable IT support. The integration of stakeholders is challenging. Furthermore, business processes in administration, education and research of universities are not available for all subjects or not with necessary details. IT departments work in traditional ways to provide IT systems. A coupling between university governance and IT organization with regard to content is missing mostly. IT frameworks like ITIL and COBIT are promising to achieve an alignment of the IT to business demands. However, the frameworks need an adaption to university contexts. Furthermore a cultural change might be necessary to enable universities for the application of such frameworks - an organizational development of IT might help as well as the introduction of IT service management and IT governance.