Evaluating IT Governance in the DSS Domain (Delivery, Service, and Support) through COBIT 5 Framework at a Moroccan University

In Moroccan higher education institutions, current progress in developing and maximizing information technology (IT) is crucial for establishing effective IT governance. Insufficient analysis of IT usage needs can hinder IT development and the achievement of high-performance results in the Moroccan educational environment. This quantitative study adopts the COBIT 5 framework, a reference model for information control and associated technologies, to evaluate and determine the maturity level of IT services in Moroccan universities and higher institutions, focusing on delivery, service, and support (DSS). Data were collected through questionnaires, observations, and documents related to the higher education sector in Morocco to achieve this. The results indicate that these institutions' average maturity level of IT services is at level 2 (established). Based on this, the study recommends improvements and upgrades in IT performance and services, focusing on compliance and optimizing IT usage as well as technical support in the Moroccan educational context.