M.Comm. (Computer Auditing) / The internal auditors play an important role in any organisation, irrespective of the type of audit they perform. Metropolitan municipalities (Category A municipalities) in South Africa are established in terms of Section 155.1(a) of the South African Constitution as municipalities that execute all the functions of local government for a city and that have sufficient resources to perform municipal functions, as opposed to areas that are primarily rural, where the local government is divided into district municipalities and local municipalities. Recently, many weaknesses have been reported regarding these municipalities. This is evident when looking at the recent billing problems experienced within the City of Johannesburg metropolitan municipality, during which the city blamed its Project Phakama, an IT system intended to integrate municipal services accounts into one database for effective accounts management, for any deficiencies. The above considerations triggered the need to conduct this study. The study focuses on the types of internal IT audits that are conducted within these municipalities, the independence of the internal audit departments, the audit standards/guidelines/legislation followed, the roles and responsibilities of IT auditors, the knowledge expected from IT auditors, the IT audit skills (both core skills and soft skills) required to perform the audits and the IT audit tools and techniques that are applied while performing the internal audits. The study was therefore conducted to establish the functioning of the information technology internal audit departments at metropolitan municipalities in South Africa, given the above background. A quantitative research methodology was followed in the study, in which a detailed questionnaire was designed and sent to all heads of IT audits/Chief Audit Executives (CAE) in all eight metropolitan municipalities in order to find answers that would achieve the above-mentioned objectives. Seven out of the eight metropolitan municipalities in South Africa participated in the study. This study revealed the following key results, general controls reviews were the most performed type of audit, and municipalities were found to forward their internal audit reports to both municipal managers and audit committees. Computer knowledge is considered to be the main expected knowledge from the IT auditors, audit and technical skills are considered to be the most important core skills required from any IT auditor. The Municipal Finance Management Act (MFMA) is found to be used by all municipalities while conducting their internal audits. The detection role is singled out as the main role played by IT auditors in municipalities, followed by the oversight role. Ensuring that IT policies, procedures, laws and regulations are managed in accordance with standards, as well as identifying and evaluating IT risks are considered by internal auditors in municipalities as the most important responsibilities they perform on daily basis.

Computers are increasingly used worldwide in teaching and learning. The education system in South Africa also calls for the use of technology in teaching and learning as one of the critical cross-field outcomes of outcomes based education (OBE). In order to achieve this goal, the hypermedia-based learning environment, including Web-based learning, needs to be explored, especially since not many studies locally have focused on this topic. Although many schools already provide education in Information Technology, not all learners are adept at navigating the Web. This study focused on information overload and disorientation on the Web. The purpose of the study was to explore Web-based learning and to develop strategies to enable learners to overcome impeding factors while constructing and representing knowledge in a hypermedia-based learning environment. This, being a new approach to and method of learning interaction that employs hypermediabased learning strategies, encapsulates the integration of technology in education at secondary school level. The literature study was based on the design experiment method, which embraced a qualitative research approach, both descriptive and explorative, and was found to be appropriate for the purposes of this study. The data gathering methods relevant to establishing how e-literacy can assist in reducing information overload in a hypermedia environment were individual interviews, focus group interviews, observation and open-ended questions. The participants were grade 10 learners from a secondary school in the North West Province and their Information Technology teacher. A conceptual framework of the learning programme was created in order to integrate the guiding principles for the design process. The framework outlines how the design process was carried out based on teaching and learning theories, and using a constructivist approach in an attempt to reduce information overload and disorientation while using ICT tools. xvi The content of the learning programme focused on the Cricket World Cup 2003, in the learning area of Life Orientation. Learners were to learn navigation strategies for effective and meaningful learning on the Web, with the help of guided interactive tasks in order to avoid information overload and learner disorientation in hyperspace. The effectiveness of the strategies was also evaluated. The learners’ experiences and feelings about, and perspectives on participating in the hypermedia-based learning programme were investigated. The results indicated that the learning programme – aimed at providing learners with adequate knowledge and skills for navigating in the Web – promoted motivation and enabled learners to successfully construct and represent knowledge in the hypermedia-learning environment. It enhanced not only experiential and independent learning, but also individual, collaborative and cognitive situated learning. The principles of constructivism and OBE facilitated teaching and learning as the guiding factor in both educator and learner instances. However, it became clear that a lack of skills and awareness in using ICT tools to construct meaningful knowledge, as well as being inexperienced in the constructivist approach, could easily give rise to information overload and disorientation. It was concluded that the onus is on educators, instructional designers and developers of learning programmes to equip themselves with the necessary eliteracy skills in order to guide and prepare learners increasingly in the field of Information Technology in education. This is essential, because there is a great need for e-literacy in open distance learning, and as a prerequisite for tertiary education and lifelong learning in South Africa. / Prof. D. van der Westhuizen Prof. M.H. Trϋmpelmann

Service Management (SM) is an integrated, cyclical and collaborative approach to the management of service requirements and levels. It involves the definition of client expectations, the satisfying of those expectations and the perpetual refining of the business agreement (Sturm 2001). SM in the ICT sector is a comprehensive process that extends beyond the development of Service Agreements (SAs). A number of identifiable steps constitute the progressive implementation of a managed services environment, the key components of which are a readiness to provide services, the accurate elicitation, management and satisfying of client requirements and the continual improvements to the business relationship. Unfortunately, a number of SM initiatives fail. These failures can be attributed to a lack of SM understanding, the absence of a fully implemented SM strategy, poor communication and people issues. This research describes an investigation of SM implementation. A number of recognised frameworks are explored and critically analysed. The common strengths of these frameworks and the results of an exploratory pilot study are used to construct an SM implementation framework. This framework is then tested empirically by means of an online survey, and revised in the light of the results of this survey. The framework comprises two distinct phases, namely a Foundation phase and a Managed Services phase. The Foundation phase comprises 8 critical preparatory activities that take a service provider to state of readiness to provide and manage ICT services. The Managed Services phase comprises 5 key cyclical steps for the management of ICT services, including Planning, Analysis, Design, Implementation and Review.

During the past three decades Information Technology (IT) has been constantly evolving and has emerged into a significant component and enabler of most organisations strategy, to the point that modern day organisations are intrinsically dependent on IT (Peppard and Ward, 2004). Henderson and Venkatraman (1993) advocate that for an organisation to be successful in a dynamic and competitive business environment it is imperative that there is an effective and efficient IT strategy that enables the business strategy and processes. Volkswagen South Africa (VWSA)in 2007 launched its corporate strategy, 1:10:100 – 2010 At the end of this stated period 2010, VWSA achieved several of its objectives, namely surpassing its competitors in passenger vehicle sales volume, improving its customer satisfaction, achieving a higher level of local parts content per unit, developing its people and improving its infrastructure and processes.

In this thesis a framework for Security Operation Centers (SOCs) is proposed. It was developed by utilising Systems Engineering best practices, combined with industry-accepted standards and frameworks, such as the TM Forum’s eTOM framework, CoBIT, ITIL, and ISO/IEC 27002:2005. This framework encompasses the design considerations, the operational considerations and the means to measure the effectiveness and efficiency of SOCs. The intent is to provide guidance to consumers on how to compare and measure the capabilities of SOCs provided by disparate service providers, and to provide service providers (internal and external) a framework to use when building and improving their offerings. The importance of providing a consistent, measureable and guaranteed service to customers is becoming more important, as there is an increased focus on holistic management of security. This has in turn resulted in an increased number of both internal and managed service provider solutions. While some frameworks exist for designing, building and operating specific security technologies used within SOCs, we did not find any comprehensive framework for designing, building and managing SOCs. Consequently, consumers of SOCs do not enjoy a constant experience from vendors, and may experience inconsistent services from geographically dispersed offerings provided by the same vendor.

The study was triggered by a discussion with one of Transwerk’s executive management during an MBA tea break. The discussion was centred on the lack of IT Governance Structure in some organisations that are centrally managed due to geographical location and spreading of branches countrywide. The purpose of this study was to analyse the information and communication technology initiatives that can be implemented at Transwerk by the ICT department to ensure significant value from their information and communication technology investments. This was undertaken by means of a literature and an empirical study. The elements of the information and communication technology initiatives were discussed and the study then analysed the responses in an attempt to determine the initiatives that are currently implemented at Transwerk’s ICT department. The literature study indicated that is it critical for any organisation that needs to be successful should have an integrated ICT Governance Structure. The empirical study found out that the current situation at Transwerk’s ICT department requires attention because their IT Governance Structure does not involve major stakeholders from other business units. Recommendations were made as a result of analysing the literature study and empirical study to ensure the implementation of key initiatives that can add value to the organization.

Developing countries such as South Africa have a tremendous potential for rapid and sustainable economic and social development by leveraging the benefits and advantages of Information and Communication Technology (ICT) and applying it appropriately within the local government sector. As such, the Local Government Turnaround Strategy’s (LGTAS) vision states that: Each municipality must have the necessary ICT infrastructure and connectivity; and that ICT systems must be put in place across all municipalities to accelerate service delivery, and improve efficiency and accountability. However, technology on its own cannot achieve much; it must be supported by capable people and tested processes to provide services in which the public can have confidence. Disparities, both from within the municipal sector as well as in the larger South African ICT landscape, have influenced the manner in which municipalities make use of ICT. Nevertheless, it has been observed that despite the use of ICT, there has been a lack of utilising ICT governance to enhance corporate governance in the public sector, particularly in municipalities. In this study, an analysis was made of ICT governance initiatives, as a mechanism to enhance corporate governance, with particular reference to the Nelson Mandela Bay Municipality (NMBM) in the Eastern Cape. The research itself has identified risk levels that exist as a result of the lack of ICT governance and risk management. The respondents were given an opportunity to agree or disagree with statements regarding the state of ICT provision and support, corporate governance and other elements within the institution. The researcher has formulated recommendations to solve identified problem based in the research results in ICT governance and corporate governance. While governance developments have primarily been driven by the need for transparency regarding enterprise risks and the protection of shareholder value, the pervasive use of technology has created a critical dependency on ICT that calls for a specific focus on ICT governance. ICT governance is part of corporate governance,which is the responsibility of the organisation’s top executive, to ensure that its information technology supports the goals and objectives of the organisation, through a variety of structural mechanisms, processes and mechanisms for communication. Fundamentally, ICT governance is concerned with whether ICT is delivering value and the management of ICT risks, driven by a strategic alignment between business and ICT, resources management and performance management. The corporate governance of ICT involves evaluating and directing the plans for the use of ICT to support the Institution and monitoring these. It includes the strategy and policies for using ICT within the institution. The executive authority and executive management are accountable and responsible for ensuring that the governance of ICT is implemented in the institution in line with this framework.

Construction is a big role player in every economy, and the Site Management Process (SMP) occupies a strategic position in the construction process. Despite existence of appreciable research, technology diffusion in the construction industry is slow. Information and Communication Technology (ICT) implementation processes and products have not adequately and beneficially exploited ICT for improvement of the SMP. This is especially true in developing countries. Without increase in utilisation of ICT, potential benefits for the SMP remain untapped. The aim of the thesis was to ascertain the levels of utilisation of recent ICT developments for the SMP, and thereby gauge the benefits or lack thereof. The theoretical concept of the research is based on the technology transfer sub-concept of adaptation. A fundamentally positivistic view, with principles of objectivist approach was used for the enquiry. The approach included an extensive literature review, and a multi-stage investigation strategy, set in South Africa. Theory reviewed was in the main disciplines of construction science and technology, computer science and technology, and management science. Investigations involved case studies of construction sites, a global ICT survey, a national practitioner survey, and analysis of ICT products. Findings from literature assert the appreciable potential utility in recent ICT, thereby substantiating the adaptability of recent ICT. In addition ICT adoption in the SMP is inadequate and inexpedient, falling short of potential benefits for construction, both generally and in the local context. Furthermore there are challenges to ICT adoption, which could vary according to context. Field research results also point to underutilisation of innovations located in recent ICT. The main challenges in this regard include inadequate knowledge of potential utility of recent ICT, and lack of relevant support and effective approaches to technology integration, in the SMP. Moreover exploitation of the adaptability of recent ICT in the local SMP does not go beyond basic adoption. As such most diffusion occurs only for items requiring an adaptation of usage context or area of application. The results strongly indicate minimal innovativeness in this regard. Frameworks for possible adaptations of existing technologies were also derived, while propositions are made for approaches to improve the utility of recent ICT in the SMP. Through a customised approach, the thesis establishes foundational understanding towards a generic framework for adapting potential utility in ICT to uses in construction, especially in the SMP. Thus the research contributes strategic information to the fledgling CICT body of knowledge, especially in the local context.

The purpose of this research was to investigate what is involved in IT Service Management and how the NMMU can implement it to improve the quality of IT service support and service delivery. The IT Service Management approach was investigated but the main focus was on the Service Support and Service Delivery in the ITIL framework. Higher Education was analyzed to try and measure the maturity level of the ITIL process implementation to see where Higher Education in South Africa is and to determine the gaps. Findings from the empirical study will be presented and recommendations highlighted to Top management and the IT department in order to promote and improve the quality of the IT service being delivered to users and customers. The data was collected and administered by means of a structured questionnaire based on the ITIL Service Capacity Maturity Model and Rick Leopoldi’s alternative Maturity Assessment method. An Association of South African University Directors of Information Technology (ASAUDIT) questionnaire on Service Management was also used to supplement the questionnaire. It was discovered that the implementation of ITIL in most organizations brought about improvements and benefits in the quality of the IT service being delivered.

D. Litt. et Phil. / As the world moved from an industrial society to a knowledge society where people tend to work smarter and not harder, knowledge (implicit and explicit) became the main asset of a modern organisation. Human assets took precedence over financial assets. However, the rate at which the knowledge bank was increased owing to the progress in information technology was so fast that it became humanly impossible for one or two people to possess all knowledge. The notion of “knowledge is power” changed to one of “knowledge sharing is power”. While explicit knowledge can be quantified, saved and reused, tacit knowledge can only be shared voluntarily. This sharing of knowledge has given rise to communities of practice (CoPs). This study investigates the phenomenon of CoPs in an academic higher education (HE) institution such as a university. The aim was to establish criteria that could be used to identify the existence of such communities and their contribution to the institution, why CoPs are formed or not and how the formation of a CoP can enrich the knowledge bank of the institution. Once these objectives were achieved, it was hoped that it would be possible to create or encourage existing CoPs and ultimately ways to manage them.