Romulo Buen
Dr. Stephanie Farewell
Advance Accounting Information Systems
June 24, 2012

COBiT Case #2: Union National Bank. “Defining a strategic IT plan” (PO1) sustains the business strategy and governance requirements. It also provides transparency of benefits, costs, and risks as part of the business requirements for IT. One of the most important objectives for Union National Bank to define a strategic plan is to manage IT value (PO1.1). IT value management is essential for Union
National to consider in regard to its CRM (customer relationship management) package. The
CRM package must support the bank’s business strategy. Each customer account has value, and the value can increase or decrease through many transactions. Money going in and out of accounts and customer interaction by management are examples of transactions that encourage customer value and satisfaction. Management must understand that each customer’s behavior to provide the best services for their needs. Effective and efficient delivery of information is of the utmost importance for the bank to manage IT value. Information is marketed through various vehicles such as the web, mobile phone, brochures, etc. The more vehicles Union
National uses, the more frequently Union will meet its customers. Another objective related to the strategic IT plan deals with alignment of the business and IT (PO1.2). This is very important because alignment makes it easier for Union National to allocate resources across the various projects of the CRM. By aligning the business strategy with IT, the bank can focus on their goals and reduce task redundancy. The alignment must also be defined to best deliver the services of the CRM package. A third control objective for the CRM to get along the IT plan is to assess the CRM’s current capability and performance (PO1.3).