The Development of ITSM Research in Indonesia: A Systematic Literature Review

(1) B.Herawan Hayadi Mail (Universitas Potensi Utama Medan, Indonesia)
(2) * Husni Teja Sukmana Mail (Syarif Hidayatullah State Islamic University, Indonesia)
(3) Eghar Shafiera Mail (Syarif Hidayatullah State Islamic University, Indonesia)
(4) Jin-Mook Kim Mail (Sun Moon University, South Korea, Korea, Republic of)
*corresponding author

Abstract


IT Service Management (ITSM) is a framework used to support businesses by increasing IT service quality. Several studies have tried to examine the development of ITSM based on their respective interests. However, the development of ITSM in Indonesia has not been widely studied, such as the types of research that are most often investigated, what domains are often researched, the areas and types of companies being studied. The things above are the main objectives of this research. The method used in capturing data, screening, and analysis is the systematic literature review method. There are many findings obtained from this research. One of them is the domination of the service operation research area (45%) among other areas. Meanwhile, applied research had been researched quite consistently over the last five years. From these results,  it can be noticed that a deeper understanding of the synchronization between business and IT is needed. This is in accordance with the objectives of ITSM implementation so that future research is expected to provide balance in other areas, such as service strategy, design, transition, operation, and continuous service improvement.

Keywords


ITSM; Service Quality; ITIL; Service Operation; Service Strategy

   

DOI

https://doi.org/10.29099/ijair.v5i2.233
      

Article metrics

10.29099/ijair.v5i2.233 Abstract views : 1279 | PDF views : 322

   

Cite

   

Full Text

Download

References


REFERENCES

F. Al-Hawari and H. Barham, “A machine learning based help desk system for IT service management,” J. King Saud Univ. - Comput. Inf. Sci., no. xxxx, 2019, doi: 10.1016/j.jksuci.2019.04.001.

A. Cater-Steel, R. Valverde, A. Shrestha, and M. Toleman, “Decision support systems for IT service management,” Int. J. Inf. Decis. Sci., vol. 8, no. 3, pp. 284–304, 2016, doi: 10.1504/IJIDS.2016.078588.

E. Orta, M. Ruiz, N. Hurtado, and D. Gawn, “Decision-making in IT service management: A simulation based approach,” Decis. Support Syst., vol. 66, pp. 36–51, 2014, doi: 10.1016/j.dss.2014.06.002.

P. Mayekar, V. K. Rai, A. Puvvala, and H. M. Vin, “Is prevention always better? A case of IT service management,” in Pacific Asia Conference on Information Systems, PACIS 2016 - Proceedings, 2016.

D. Bowers and D. Morse, “Including ITSM in the Curriculum,” 2018.

R. P. Masongsong and M. A. E. Damian, “Help Desk Management System,” Proc. World Congr. Eng. Comput. Sci. 2016 Vol I, vol. 1, 2016.

A. S. Girsang, Y. Kuncoro, M. H. Saragih, and A. N. Fajar, “Implementation helpdesk system using information technology infrastructure library framework on software company,” IOP Conf. Ser. Mater. Sci. Eng., vol. 420, no. 1, 2018, doi: 10.1088/1757-899X/420/1/012106.

T. Hien, “Measuring IT service performance- A balanced scorecard approach,” Laurea University of Applied Sciences, 2013.

S. Behari, A. Cater-steel, A. Shrestha, and J. Soar, Interpretation and Reporting of Process Capability Results: Focus on Improvement, vol. 60. Springer International Publishing, 2018.

C. Bartsch, M. Mevius, and A. Oberweis, “Simulation environment for IT service support processes: Supporting service providers in estimating service levels for incident management,” 2nd Int. Conf. Information, Process. Knowl. Manag. eKNOW 2010, pp. 23–31, 2010, doi: 10.1109/eKNOW.2010.10.

M. Talla, “An Implementation of ITIL Guidelines for IT Support Process in a Service Organization,” Int. J. Inf. Electron. Eng., vol. 3, no. 3, 2013, doi: 10.7763/ijiee.2013.v3.329.

W. W. Budiyono., Nugroho, Eko. & Winarno, “Implementasi ITIL V3 Framework pada Perancangan Aplikasi Service Desk Management Berorientasi User,” vol. 1, no. 2, 2012.

G. Ayu, T. Krisanthi, I. M. Sukarsa, and I. P. A. Bayupati, “Governance Audit of Application Procurement Using Cobit Framework 1 Gusti Ayu Theresia Krisanthi, 2 I Made Sukarsa, 3 I Putu Agung Bayupati,” vol. 59, no. 2, pp. 342–351, 2005.

H. L. Putra, E. Darwiyanto, and G. A. A. Wisudiawan, “Audit Infrastruktur Teknologi Informasi Berbasis ITIL V3 Domain Service Operation pada FMS Departemen Engineering PT Grand Indonesia,” e-Proceeding Eng., vol. 2, no. 2, pp. 1–8, 2015.

P. Kusumah, S. Sutikno, and Y. Rosmansyah, “Model design of information security governance assessment with collaborative integration of COBIT 5 and ITIL (case study: INTRAC),” Proc. - 2014 Int. Conf. ICT Smart Soc. “Smart Syst. Platf. Dev. City Soc. GoeSmart 2014”, ICISS 2014, pp. 1–6, 2014, doi: 10.1109/ICTSS.2014.7013193.

A. Nabiollahi, R. A. Alias, and S. Sahibuddin, “A service based framework for integration of ITIL V3 and Enterprise Architecture,” Proc. 2010 Int. Symp. Inf. Technol. - Vis. Informatics, ITSim’10, vol. 1, 2010, doi: 10.1109/ITSIM.2010.5561369.

I. K. Raharjana, A. Puspadini, and E. Hariyanti, “Information technology supplier management in hospitals,” Bull. Electr. Eng. Informatics, vol. 7, no. 2, pp. 306–313, 2018, doi: 10.11591/eei.v7i2.694.

K. S. Negara, Peraturan Presiden Republik Indonesia tentang Sistem Pemerintahan Berbasis Elektronik. 2018.

KOMINFO, Panduan Umum Tata Kelola Teknologi Informasi Nasional. Jakarta: KOMINFO RI, 2007.

Kementeiran Badan Usaha Milik Negara, Peraturan Menteri Badan Usaha Milik Negara Republik Indonesia Tentang Prinsip Tata Kelola Teknologi Informasi Kementerian Badan Usaha Milik Negara. Indonesia, 2018.

K. P. dan Kebudayaan, PERATURAN MENTERI PENDIDIKAN DAN KEBUDAYAAN TENTANG TATA KELOLA TEKNOLOGI INFORMASI DAN KOMUNIKASI DI LINGKUNGAN KEMENTERIAN PENDIDIKAN DAN KEBUDAYAAN. 2013.

S. Cots, M. Casadesús, and F. Marimon, “Benefits of ISO 20000 IT service management certification,” Inf. Syst. E-bus. Manag., vol. 14, no. 1, pp. 1–18, 2016, doi: 10.1007/s10257-014-0271-2.

I. Ioniţǎ and V. Gordaş, “Impact of ISO/IEC 20000 series standards on development of an IT service management system,” Qual. - Access to Success, vol. 14, no. 134, pp. 75–79, 2013.

G. Disterer, “Why Firms Seek ISO 20000 Certification - A Study of ISO 20000 Adoption,” in European Conference on Information Systems (ECIS), 2012, pp. 31:1–12.

N. J. Cruz-Hinojosa and J. A. Gutiérrez-De-Mesa, “Literature review of the situation research faces in the application of ITIL in Small and Medium Enterprises,” Comput. Stand. Interfaces, vol. 48, pp. 124–138, 2016, doi: 10.1016/j.csi.2016.05.001.

M. Khouja, I. B. Rodriguez, Y. Ben Halima, and S. Moalla, “IT governance in higher education institutions: A systematic literature review,” Int. J. Hum. Cap. Inf. Technol. Prof., vol. 9, no. 2, pp. 52–67, 2018, doi: 10.4018/IJHCITP.2018040104.

K. Melendez, A. Dávila, and M. Pessoa, “Information technology service management models applied to medium and small organizations: A systematic literature review,” Comput. Stand. Interfaces, vol. 47, pp. 120–127, 2016, doi: 10.1016/j.csi.2015.10.001.

S. Cronholm and H. Göbel, “ITil compliance with a service perspective: A review based on service-dominant logic,” Proc. 27th Australas. Conf. Inf. Syst. ACIS 2016, pp. 1–12, 2016.

M. Hansen, T. Piontek, and M. Wißotzki, “IT Operation Management - A Systematic Literature Review of ICIS , EDOC and BISE,” pp. 115–126, 2015.

A. L. Mesquida, A. Mas, E. Amengual, and J. A. Calvo-Manzano, “IT service management process improvement based on ISO/IEC 15504: A systematic review,” Inf. Softw. Technol., vol. 54, no. 3, pp. 239–247, 2012, doi: 10.1016/j.infsof.2011.11.002.

M. Ramakrishnan, A. Shrestha, A. Cater-Steel, and J. Soar, “IT service management knowledge ecosystem – Literature review and a conceptual model,” ACIS 2018 - 29th Australas. Conf. Inf. Syst., pp. 1–8, 2018, doi: 10.5130/acis2018.bu.

S. Wiriya, W. Wongthai, and T. Phoka, “The enhancement of logging system accuracy for infrastructure as a service cloud,” Bull. Electr. Eng. Informatics, vol. 9, no. 4, pp. 1558–1568, 2020, doi: 10.11591/eei.v9i4.2011.

L. G. Manoel, M. A. C. Bouzada, and A. J. Alencar, “Computer Simulation Improving the IT Helpdesk Problem Management: A Systematic Literature Review,” Int. Bus. Manag., vol. 11, no. 1, pp. 68–77, 2017.

K. Melendez, A. Dávila, and M. Pessoa, “Information technology service management models applied to medium and small organizations: A systematic literature review,” Comput. Stand. Interfaces, vol. 47, pp. 120–127, 2016, doi: 10.1016/j.csi.2015.10.001.

B. Kitchenham, “Procedures for performing systematic reviews,” Australia, 2004.

P. Brereton, B. A. Kitchenham, D. Budgen, M. Turner, and M. Khalil, “Lessons from applying the systematic literature review process within the software engineering domain,” J. Syst. Softw., vol. 80, no. 4, pp. 571–583, Apr. 2007, doi: 10.1016/j.jss.2006.07.009.

F. Q. B. Da Silva et al., Replication of empirical studies in software engineering research: A systematic mapping study, vol. 19, no. 3. 2014.

G. Kalus and M. Kuhrmann, “Criteria for software process tailoring: A systematic review,” ACM Int. Conf. Proceeding Ser., pp. 171–180, 2013, doi: 10.1145/2486046.2486078.

S. De Sousa Borges, V. H. S. Durelli, H. M. Reis, and S. Isotani, “A systematic mapping on gamification applied to education,” Proc. ACM Symp. Appl. Comput., no. Icmc, pp. 216–222, 2014, doi: 10.1145/2554850.2554956.

T. Kähkönen and K. Smolander, “ERP integration: A systematic mapping study,” ICEIS 2013 - Proc. 15th Int. Conf. Enterp. Inf. Syst., vol. 1, pp. 23–35, 2013, doi: 10.5220/0004419900230035.

I. Kilubi, “The strategies of supply chain risk management – a synthesis and classification,” Int. J. Logist. Res. Appl., vol. 19, no. 6, pp. 604–629, 2016, doi: 10.1080/13675567.2016.1150440.

M. . Irawan, R. & Saeduddin, and R. Fauzi, “Penerapan Manajemen Layanan Teknologi Informasi Pada Perusahaan Manufaktur Menggunakan Itil Versi 3 Domain Service Strategy Studi Kasus : Pt Albasia Nusa Karya,” vol. 5, no. 3, pp. 7229–7235, 2018.

D. R. Wijaya, “Proposed it financial management process using ITIL (IT infrastructure library) for port Company in Indonesia,” J. Theor. Appl. Inf. Technol., vol. 74, no. 3, pp. 345–354, 2015.

D. R. ROMADHON, “PERENCANAAN INFORMATION TECHNOLOGY SERVICE PORTFOLIO MANAGEMENT PADA DEPARTEMEN INFORMATION TECHNOLOGY PT TERMINAL PETIKEMAS SURABAYA MENGGUNAKAN ITIL V3,” 2018.

I. K. Raharjana, Susmiandri, and A. Justitia, “Applying IT services business relationship management on security outsource company,” Int. Conf. Electr. Eng. Comput. Sci. Informatics, vol. 2018-Octob, pp. 426–431, 2018, doi: 10.1109/EECSI.2018.8752668.

A. Hermanto and Y. Muflihah, “Pemanfaatan Balance Scorecard Dan Cascading Strategi Organisasi Untuk Perancangan Strategi Layanan Penyedia,” Sintak 2019, pp. 62–69, 2019.

arifianita febrina Putri, “Pembuatan Portfolio Layanan Ti Bidang Sarana Prasarana Berdasarkan Service Strategy Itil V3 ( Studi Kasus : Institut Teknologi Sepuluh Nopember ) Developing an It Service Portfolio of Academic , Student Affairs , Finance and Infrastructure Facilities Base,” vol. 3, 2017.

Y. Priatama et al., “EVALUASI TATAKELOLA TEKNOLOGI INFORMASI DI PD BPR BANK BAPAS 69 MAGELANG MENGGUNAKAN ITIL V3 DOMAIN SERVICE STRATEGY,” J. Mnemon., vol. 2, no. 1, pp. 28–34, 2019.

H. Gunawan, “Strategic Management for IT Services Using the Information Technology Infrastructure Library (ITIL) Framework,” Proc. 2019 Int. Conf. Inf. Manag. Technol. ICIMTech 2019, vol. 1, no. August, pp. 362–366, 2019, doi: 10.1109/ICIMTech.2019.8843711.

E. Vinietta, I. Y. Mattheus Edward, and W. Shalannanda, “Secured communication service strategic planning using itil v3 framework case study: X service,” Proc. - ICWT 2016 2nd Int. Conf. Wirel. Telemat. 2016, pp. 47–50, 2017, doi: 10.1109/ICWT.2016.7870850.

H. Suherman, S. Putra, G. Firmansyah, and H. S. Sastramihardja, “Tinjauan Literatur Secara Sistematis Pada Service Strategy Information Technology Infrastructure Libary,” pp. 1269–1273, 2018.

N. S. Prameswari, PEMBUATAN SERVICE LEVEL REQUIREMENT, SERVICE LEVEL AGREEMENT DAN OPERATIONAL LEVEL AGREEMENT PADA LAYANAN HELP DESK SAP BERDASARKAN KERANGKA KERJA ITIL VERSI 2011 (STUDI KASUS : PT. PUPUK INDONESIA HOLDING COMPANY). 2016.

C. Ardelia, “AUDIT TEKNOLOGI INFORMASI PADA PT. SURI TANI PEMUKA MENGGUNAKAN FRAMEWORK INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL) VERSION 3.0,” vol. 0, 2020.

L. Priyadi, R. Fauzi, F. R. Industri, U. Telkom, and S. Design, “Penerapan Manajemen Layanan Teknologi Informasi Pada Pt Albasia Nusa Karya Dengan Menggunakan Framework Itil Versi 3 Pada Domain Service Design Application of Information Technology Services Management in Pt Albasia Nusa Karya Using Itil Framework Version,” vol. 6, no. 1, pp. 1935–1942, 2019.

N. S. Prameswari and T. D. Susanto, “PEMBUATAN DOKUMEN SERVICE LEVEL MANAGEMENT PADA LAYANAN HELP DESK SAP BERDASARKAN ITIL 2011,” Semin. Nas. Sist. Inf. Indones., no. November, 2016.

T. Haryanti and A. Pribadi, “E-commerce service design readiness using ITIL framework with IT balanced scorecard objective (Case Study: University e-Commerce),” Procedia Comput. Sci., vol. 161, pp. 283–290, 2019, doi: 10.1016/j.procs.2019.11.125.

J. F. Andry et al., “PERANCANGAN SERVICE CATALOGUE MANAGEMENT DAN SERVICE LEVEL MANAGEMENT PADA LAYANAN IT PUSAIR Puslitbang Sumber Daya Air , Bandung,” J. Digit, vol. 1, no. 2, pp. 436–445, 2016.

A. F. Adriansyah, B. Hardian, and G. Guarddin, “PENGEMBANGAN STANDAR DESAIN LAYANAN CLOUD BERDASARKAN ISO / IEC PT XYZ,” J. Instr., vol. 1, pp. 111–121, 2020.

S. N. HANIFAH, Integrasi framework cobit 5, itil v3 dan iso 27001 untuk pembuatan dokumen pengelolaan keamanan informasi. 2020.

F. Nadiyya, Murahartawaty, and L. Ramadani, “PERANCANGAN TATA KELOLA MANAJEMEN LAYANAN TEKNOLOGI INFORMASI MENGGUNAKAN ITIL V3 DOMAIN SERVICE DESIGN DI PEMERINTAHAN KOTA BANDUNG,” Ind. F. R., Oper. S., Transition, S., Publik, S, vol. 3, no. 2, pp. 3272–3278, 2016.

Z. Effendi, A. Herdiyanti, and T. D. Susanto, “Pembuatan Prosedur dan Formulir Service Desk Pemerintahan Kota Madiun Berdasarkan ITIL V3,” Sisfo, vol. 08, no. 02, pp. 117–128, 2019, doi: 10.24089/j.sisfo.2019.01.004.

J. Sudrajat, Y. Prihadi, and A. I. Suryana, “PENERAPAN MANAJEMEN LAYANAN TEKNOLOGI INFORMASI MENGGUNAKAN FRAMEWORK INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY V3 (studi kasus STMIK Mardira Indonesia),” J. Comput. Bisnis, vol. 13, no. 1, pp. 18–27, 2019.

E. Novilia, W. Cholil, and T. B. Kurniawan, “Analisa Tingkat Pelayanan IT Service Management pada Penerapan Sistem Ujian Nasional berbasis Komputer dengan menggunakan Kerangka Kerja ITIL v3,” Sains, Apl. Komputasi dan Teknol. Inf., vol. 2, no. 1, p. 24, 2020, doi: 10.30872/jsakti.v2i1.2570.

T. S. U. Manurung, Murahartawaty, and R. Hanafi, “Analisis Dan Perancangan ITSM Domain Service Design Pada Layanan Akademik Institut Pemerintahan Dalam Negeri (IPDN) Dengan Menggunakan Framework ITIL Versi 3,” e-Proceeding Eng., vol. 2, no. 2, pp. 5344–5350, 2015.

D. Herlinudinkhaji, “Evaluasi Layanan Teknologi Informasi ITIL Versi 3 Domain Service Desain pada Universitas Selamat Sri Kendal,” Walisongo J. Inf. Technol., vol. 1, no. 1, p. 61, 2019, doi: 10.21580/wjit.2019.1.1.4005.

FERIYAN, “Pembuatan manajemen katalog layanan menggunakan itil pada ppti institut bisnis dan informatika stikom surabaya,” 2016.

A. Hermanto and Supangat, “Integration of EA and IT service to improve performance at higher education organizations,” MATEC Web Conf., vol. 154, 2018, doi: 10.1051/matecconf/201815403008.

U. Hakima, “PENGEMBANGAN SERVICE CATALOGUE MANAGEMENT MENGGUNAKAN PENDEKATAN ITIL DAN COBIT DI PT BANK NEGARA INDONESIA TBK,” 2018.

V. H. Pratama, Murahartawaty, and E. K. Umar, “ASSESSMENT DAN PERANCANGAN ITSM DOMAIN SERVICE OPERATION BERDASARKAN ITIL VERSI 2011, ISO 20000, DAN ISO 15504 UNTUK MENINGKATKAN CAPABILITY LEVEL DENGAN PEMANFAATAN TOOLS REMEDY (STUDI KASUS:PT. TELKOM INDONESIA Tbk),” in e-Proceeding of Engineering, 2015, vol. 2, no. 2, pp. 5216–5224.

Y. Lisanti, D. Luhukay, and V. Mariani, “IT service and risk management implementation for online startup SME: Case study : Online startup SME in Jakarta,” Proc. 2017 Int. Conf. Inf. Manag. Technol. ICIMTech 2017, vol. 2018-Janua, no. November, pp. 300–303, 2018, doi: 10.1109/ICIMTech.2017.8273555.

A. A. Sukmandhani, B. D. Wijanarko, E. Gunawan, D. Pratama, F. L. Gaol, and I. Sutedja, “Measurement effectiveness and efficiency to improve the IT services using ITSM,” Proc. 2017 Int. Conf. Inf. Manag. Technol. ICIMTech 2017, vol. 2018-Janua, no. November, pp. 334–339, 2018, doi: 10.1109/ICIMTech.2017.8273561.

D. Herlinudinkhaji and A. F. Daru, “Audit Layanan Teknologi Informasi Berbasis Information Technology Infrastructure Library ( ITIL ),” J. Inform. Upgris, vol. 1, no. 2, pp. 103–111, 2015.

B. R. Aditya and M. B. Sanjaya, “Rekayasa Informasi Untuk Mendukung Keberlangsungan Proses Service Level Management,” JURIKOM (Jurnal Ris. Komputer), vol. 7, no. 2, p. 194, 2020, doi: 10.30865/jurikom.v7i2.2012.

M. Sembiring and K. Surendro, “Service catalogue implementation model,” 2016 4th Int. Conf. Inf. Commun. Technol. ICoICT 2016, vol. 4, no. c, 2016, doi: 10.1109/ICoICT.2016.7571894.

H. Ongowarsito, S. Candra, Johan, and Wirawan, “Knowledge Management Function Design in PT X *,” Pertanika J. Soc. Sci. Humanit., vol. 24, pp. 177–190, 2016.

S. S. Hilabi and B. Huda, “Layanan Teknologi Informasi E-Government Menggunakan Framework Informationtechnology Infrastructure Library V.3 (Itil V.3) Domainservice Transition (Studi Kasus Pemda Kabupaten Karawang),” Techno Xplore J. Ilmu Komput. dan Teknol. Inf., vol. 4, no. 1, pp. 1–12, 2019, doi: 10.36805/technoxplore.v4i1.540.

R. Hidayat et al., “Audit Infrastruktur Teknologi Informasi Berbasis Itil V.3 Domain Service Transition Pada SIPMAS Di Lppm It Telkom Purwokerto,” Indones. J. Bus. Intell., vol. 1, no. 1, p. 39, 2018, doi: 10.21927/ijubi.v1i1.896.

R. Arisenta, Suharjito, and A. A. Sukmandhani, “Evaluation model of success change management in banking institution based on ITIL V3 (Case Study),” Proc. 2020 Int. Conf. Inf. Manag. Technol. ICIMTech 2020, vol. 3, no. August, pp. 470–475, 2020, doi: 10.1109/ICIMTech50083.2020.9211191.

D. Wulandari and J. L. Buliali, “ITIL v3 and Van Grembergen Framework for System Transition Process,” IPTEK J. Proc. Ser., vol. 0, no. 5, p. 426, 2019, doi: 10.12962/j23546026.y2019i5.6383.

N. H. Harani, A. A. Arman, and R. M. Awangga, “Improving TOGAF ADM 9.1 Migration Planning Phase by ITIL V3 Service Transition,” in Journal of Physics: Conference Series, 2018, vol. 1007, no. 1, doi: 10.1088/1742-6596/1007/1/012036.

C. Sugiarto, Murahartawaty, and R. Hanafi, “Analisis Dan Perancangan ITSM Domain Service Transition Pada Layanan Akademik Institut Pemerintahan Dalam Negeri (IPDN) Dengan Menggunakan Framework Itil Versi 3,” e-Proceeding Eng., vol. 2, no. 2, pp. 5750–5757, 2015.

A. Rachmawati, “Aplikasi Help Desk Dalam Peran Layanan Service-Desk Pada Pt Shs,” pp. 43–53, 2020.

E. M. Sipayung, C. Fiarni, and E. Aditya, “Perancangan Sistem Informasi Helpdesk Menggunakan Framework ITIL V3,” J. Nas. Tek. Elektro dan Teknol. Inf., vol. 6, no. 2, 2017, doi: 10.22146/jnteti.v6i2.308.

A. Imron, W. Cholil, and L. Atika, “Perancangan Helpdesk Sistem Model Berbasis Itil Versi 3 Domain Problem Management Dan Incident Management,” J. Ilm. Inform. Glob., vol. 11, no. 1, pp. 1–8, 2020, doi: 10.36982/jig.v11i1.1065.

Y. Rahmawati, S. R. Natasia, I. P. Deny, and A. Sugih, “PERANCANGAN SISTEM MANAJEMEN INSIDEN LAYANAN TI PADA PT . POS INDONESIA KOTA BALIKPAPAN JUSIKOM PRIMA ( Junal Sistem Informasi Ilmu Komputer Prima ),” J. Sist. Inf. Ilmu Komput. Prima, vol. 4, no. 1, 2020.

N. Rahmasari, A. D. Herlambang, and A. A. Soebroto, “Penyusunan Standard Operating Procedure untuk Incident Management dan Problem Management Aset Digital Pada Perusahaan XYZ Berdas,” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 4, no. 5, pp. 1426–1436, 2020.

M. Lubis, R. C. Annisyah, and L. Lyvia Winiyanti, “ITSM Analysis using ITIL V3 in Service Operation in PT.Inovasi Tjaraka Buana,” IOP Conf. Ser. Mater. Sci. Eng., vol. 847, no. 1, 2020, doi: 10.1088/1757-899X/847/1/012077.

G. Tryansyah, “EVALUASI LAYANAN KUALITAS TEKNOLOGI INFORMASI APLIKASI SMANGKA PT PLN (PERSERO) UP2B SUMBAGSEL MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN SERVICE OPERATION.” Universitas Bina Darma, 2020.

K. Anam, “ANALISIS KEAMANAN TEKNOLOGI INFORMASI BERDASARKAN INDEKS KAMI 3:2005 DENGAN FRAMEWORK ITIL V.3 (Studi Kasus : PDAM Giri Menang Mataram),” vol. 3, 2020.

Z. Akbar and H. Mulyono, “Analisis dan Perancangan Sistem Informasi Manajemen Layanan Pelanggan pada PDAM Tirta Mayang Kota Jambi,” J. Manaj. Sist. Inf., vol. 2, no. 2, pp. 494–512, 2017.

A. Assegaff, H. Tanuwijaya, E. Sutomo, J. Vol, and N. Tahun, “PERENCANAAN INFORMATION TECHNOLOGY INCIDENT MANAGEMENT MENGGUNAKAN INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL) VERSI 3 PADA PT TERMINAL PETIKEMAS SURABAYA,” vol. 07, no. 04, pp. 1–8, 2018.

F. Effendy and E. Hariyanti, “Manajemen Masalah Teknologi Informasi Berdasarkan Kerangka Kerja ITIL V3 dan COBIT 5,” J. Sist. Inf. BISNIS, vol. 8, no. 2, p. 157, Oct. 2018, doi: 10.21456/vol8iss2pp157-165.

F. Fransiska, M. Murahartawaty, and A. Karma, “Perancangan Service Operation Pada Layanan Ti Pusair Dengan Menggunakan Framework Itil Versi 3,” Sisfo, vol. 05, no. 04, 2015, doi: 10.24089/j.sisfo.2015.09.004.

A. PRATAMA, PENGUKURAN LAYANAN TEKNOLOGI INFORMASI DENGAN MENGGUNAKAN KERANGKA KERJA ITIL PADA PT GRAMEDIA ASRI MEDIA, vol. 53, no. 9. 2018.

A. Yulianto, “Perancangan Standar Proses Manajemen Layanan Teknologi Informasi Berbasis Itil V3 2011 : Studi Kasus,” Paradigma, vol. 19, no. 2, pp. 85–91, 2017.

A. Holil et al., “Pembuatan Prosedur manajemen Insisden Berdasarkan ITIL V3 Dan COBIT 5 Pada Rumah Sakit PHC Surabaya,” J. Sist. Inf., vol. 5, pp. 462–469, 2015.

A. Junginger, “Analisis Kualitas Layanan TI pada Aplikasi SLiMs Menggunakan Framework ITIL V.3 Domain Service Operation (Studi Kasus : Kantor Perpustakan dan Arsip Daerah Kota Salatiga),” Rev. Bras. Ergon., vol. 9, no. 2, p. 10, 2016.

A. P. Wijaya, P. Widiadnyana, I. Bagus, and A. Swamardika, “Audit of Information Technology using ITIL V . 3 Domain Service Operation on Communications and Information Technology Agency,” Int. J. Eng. Emerg. Technol., vol. 1, no. 1, pp. 11–14, 2016.

A. F. Wijaya, M. N. N. Sitokdana, and P. Hapsari, “Analysis of Information Technology Services Management using the ITIL V3 Domain Service Operation Framework on SIMDA (Case Study: Boyolali Regency Inspectorate),” Int. Conf. Organ. Innov. (ICOI 2019), vol. 100, pp. 126–131, 2019, doi: 10.2991/icoi-19.2019.23.

O. P. Sihombing, “ANALISIS LAYANAN TEKNOLOGI INFORMASI PENDAFTARAN TANAH SISTEMATIS LENGKAP (PTSL) MENGGUNAKAN ITIL V3,” 2018.

T. Febriana, “PENGARUH KUALITAS PELAYANAN DAN BUDAYA ORGANISASI TERHADAP KETEPATAN INVESTIGASI INCIDENT MANAGEMENT DI PUSINTEK KEMENTERIAN KEUANGAN RI,” ComTech Comput. Math. Eng. Appl., vol. 6, no. 2, pp. 185–197, 2015.

N. B. UTOMO, “EVALUASI SERVICE DESK STUDI KASUS PADA DIREKTORAT JENDERAL BEA DAN CUKAI,” 2015.

A. F. Rizky, A. Herdiyanti, and T. D. Susanto, “Pembuatan Prosedur Operasional Standar Pengelolaan Insiden pada Government Resources Management Systems Kota Surabaya Berdasarkan ITIL V3,” Sisfo, vol. 06, no. 02, pp. 199–212, 2017, doi: 10.24089/j.sisfo.2017.01.004.

Y. Yusuf and A. Gunarto, “Evaluasi Penerapan Teknologi Informasi Menggunakan Framework Itil Versi 3,” Sienna, vol. 1, no. 1, pp. 24–34, 2020.

F. Samopa, H. M. Astuti, and M. A. Lestari, “The Development of Work Instruction as a Solution to Handle IT Critical Incidents in Units within an Organization,” Procedia Comput. Sci., vol. 124, pp. 593–600, 2017, doi: 10.1016/j.procs.2017.12.194.

M. V. W. Lee and W. Wella, “ITIL 2011: The Maturity of IT Service Operation in Universitas Multimedia Nusantara, Indonesia,” Int. J. New Media Technol., vol. 5, no. 2, pp. 90–94, 2019, doi: 10.31937/ijnmt.v5i2.914.

Maskur, A. Djunaedi, D. Adhipta, and Sumirah, “Perancangan Tata Kelola TI Dengan Menggunakan Framework Cobit 5 (Studi Kasus: Pemerintah Kab. Jeneponto),” J. Teknol. Inf. dan Komput., vol. 1, no. 1, pp. 10–15, 2016.

F. Ardhy and A. Safitri, “AUDIT SISTEM INFORMASI PEMBAYARAN SPP MENGGUNAKAN IT-IL Version 3,” J. Inf. dan Komput., vol. 8, no. 2, pp. 31–40, 2020, doi: 10.35959/jik.v8i2.182.

V. R. Palilingan and J. R. Batmetan, “Incident Management in Academic Information System using ITIL Framework,” IOP Conf. Ser. Mater. Sci. Eng., vol. 306, no. 1, pp. 0–9, 2018, doi: 10.1088/1757-899X/306/1/012110.

A. M. Arifin, Murahartawaty, and R. Hanafi, “ANALISIS TATA KELOLA DAN PERANCANGAN SOP SERVICE OPERATION PADA LAYANAN AKADEMIK INSTITUT PEMERINTAHAN DALAM NEGERI (IPDN) DENGAN MENGGUNAKAN FRAMEWORK ITIL VERSI 3,” J. Rekayasa Sist. Ind., vol. 2, pp. 53–58, 2015.

D. P. Wigandi and S. Sfenrianto, “Analysis of Information Technology Management Using ITIL Version 3 (Case Study: Al-Azhar 4 Islamic High School),” 2018 Int. Conf. Comput. Control. Informatics its Appl. Recent Challenges Mach. Learn. Comput. Appl. IC3INA 2018 - Proceeding, vol. 3, pp. 193–198, 2019, doi: 10.1109/IC3INA.2018.8629526.

Richard, F. L. Gaol, H. L. H. S. Warnars, E. Abdurachman, and B. Soewito, “Development of Web Application based on ITIL - Incident Management Framework in Computer Laboratory,” Proc. 2019 Int. Conf. Inf. Manag. Technol. ICIMTech 2019, vol. 1, no. August, pp. 120–125, 2019, doi: 10.1109/ICIMTech.2019.8843799.

H. Hardianto, “IMPLEMENTASI MESSAGING GATEWAY PADA HELPDESK TROUBLESHOOT TICKETING SYSTEM (Studi Kasus : PT. Alpha Alliance Trade (AAT) Indonesia),” vol. 2507, no. 1, pp. 1–9, 2020.

M. V. W. Lee, “pengukuran tingkat kematangan service operation departemen ti umn menggunakan kerangka kerja itil 2011.” Universitas Multimedia Nusantara, 2018.

M. Rizki, S. O. Kunang, F. I. Komputer, and U. B. Darma, “Analisis It Service Management ( Itsm ) Layanan Sisfo Universitas Bina Darma Palembang Menggunakan Framework Itil V3,” pp. 871–886, 2020.

Y. N. Sari, M. J. Effendi, A. Manajemen, I. Dan, K. Amik, and L. Dempo, “Evaluasi Penerapan Teknologi Informasi Pada Stie – Amik Lembah Dempo Pagaralam Menggunakan Framework Information Technology Infrastructure Library ( Itil Versi 3 ),” Semin. Nas. Teknol. Inf. dan Multimed. 2016, pp. 6–7, 2016.

Y. P. Handoko, “Pemanfaatan ITIL v3 untuk Mengatasi Masalah Layanan TI pada Sistem Terintegrasi di Perguruan Tinggi,” Semin. Nas. Sains, Tek. Komput. dan Rekayasa, vol. 3, no. 1, pp. 1–10, 2017.

A. R. Putri, Natasya Eka; Mursityo, Yusi Tyroni; Perdanakusuma, “Evaluasi Maturitas Manajemen Layanan Sistem Informasi Learning NSC Application (LENSA) Menggunakan Framework ITIL Versi 3 Domain Service Operation (Studi Pada Politeknik NSC Surabaya),” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 2, no. 11, pp. 5063–5069, 2018.

Y. O. A. Niovitta, P. Sudarmaningtyas, and E. Sutomo, “Perancangan Prosedur Pengelolaan Masalah Layanan Sistem dan Teknologi Informasi di Laboratorium Komputer Institut Bisnis dan Informatika STIKOM Surabaya,” JSIKA, vol. 5, no. 1, pp. 1–7, 2016.

W. K. Sari, “PEMBUATAN STANDARD OPERATING PROCEDURE DAN SOLUSI PENANGANAN INSIDEN KRITIS UNTUK JURUSAN BERDASARKAN INCIDENT MANAGEMENT ITIL V3 (STUDI KASUS : SISTEM INFORMASI, TEKNIK PERKAPALAN, TEKNIK INFORMATIKA),” vol. 9, no. 2, p. 10, 2016.

S. Hanief and I. W. Jefriana, “Framework Itil V3 Domain Service Operation Dalam Analisis Pengelolaan Teknologi Blended Learning,” J. Teknol. Inf. dan Komput., vol. 4, no. 1, pp. 59–65, 2018, doi: 10.36002/jutik.v4i1.395.

L. D. Fitrani and R. V. H. Ginardi, “Analysis Improvement of Helpdesk System Services Based on Framework COBIT 5 and ITIL 3rd Version (Case Study: DSIK Airlangga University),” IPTEK J. Proc. Ser., vol. 0, no. 1, p. 28, 2019, doi: 10.12962/j23546026.y2019i1.5102.

J. R. Batmetan, “Analisis Keamanan Informasi Menggunakan Framework ITIL Pada Domain Operation Services,” 2018, doi: 10.31219/osf.io/kwu5d.

M. T. Dharmawan, H. T. Sukmana, L. K. Wardhani, Y. Ichsani, and I. Subchi, “The ontology of IT service management by using ITILv.3 Framework: A case study for incident management,” Proc. 3rd Int. Conf. Informatics Comput. ICIC 2018, 2018, doi: 10.1109/IAC.2018.8780478.

R. A. Widiyaningrum, K. B. Sminar, and H. Sukmana, “AN APPROACH TO DESIGN SERVICES KEY PERFORMANCE,” Int. J. Inf. Technol. Bus. Manag., vol. 35, no. 1, pp. 18–24, 2015.

A. G. M. Arafah, “AUDIT INFRASTRUCTURE TECHNOLOGY INFORMATION SYSTEM PADA FRONTLINER BERDASARKAN FRAMEWORK ITIL V.3 SERVICE OPERATION. ( Studi Kasus Pada BANK CENTRAL ASIA Staff Operasional Frontliner Regional Bandung Asia Afrika),” 2018.

W. A. Paramesti, Y. T. Mursityo, and A. Rachmadi, “Evaluasi Incident Management Dan Problem Management Pada Bank Mandiri Unit Electronic Channel Operations ( Eco ) Region Ix Kalimantan Menggunakan Framework Itil V3 Domain Service Operation,” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 3, no. 9, pp. 8487–8495, 2019.

W. Rekha Bella Novia, “ITIL 2011 : Maturity Level of Service Operation,” ITIL 2011 Matur. Lev. Serv. Oper., vol. VI, no. 1, pp. 50–54, 2019.

J. S. Suroso, S. W. Putri, and Sasmoko, “Implementation of incident and problem management to achieve service level agreement,” ACM Int. Conf. Proceeding Ser., no. 27, pp. 66–69, 2017, doi: 10.1145/3135954.3135972.

D. MAHDALENA and W. CHOLIL, “PENILAIAN IT SERVICE MANAGEMENT PADA INFRASTRUKTUR TEKNOLOGI INFORMASI PT. TELKOM KOTA BENGKULU MENGGUNAKAN ITIL V3,” GEMA Teknol., vol. 21, pp. 34–41, 2020, doi: 10.14710/gt.v21i1.33082.

A. D. Nugraha and N. Legowo, “Implementation of incident management for data services using ITIL V3 in telecommunication operator company,” Proc. - 2017 Int. Conf. Appl. Comput. Commun. Technol. ComCom 2017, vol. 2017-Janua, pp. 1–6, 2017, doi: 10.1109/COMCOM.2017.8167093.

R. Aldiansyah, S. T. Murahartawaty, E. K. U. S. T, F. R. Industri, and U. Telkom, “ASSESSMENT DAN PERANCANGAN ITSM DOMAIN SERVICE OPERATION BERDASARKAN ITIL VERSI 2011, ISO 20000, DAN ISO 15504 UNTUK MENINGKATKAN CAPABILITY LEVEL DENGAN PEMANFAATAN TOOLS REMEDY,” vol. 2, no. 2, pp. 5283–5288, 2015.

S. A. Mahardhika, I. Aknuranda, and Y. T. Mursityo, “Evaluasi Tingkat Kematangan Manajemen Layanan Pemantauan Base Transceiver Station ( BTS ) Pada Unit Network Monitoring System ( NMS ) Berdasarkan ITIL V3 Dengan Domain Service Operation Pada Badan,” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 3, no. 4, pp. 3208–3216, 2019.

E. Hidayat, “PENGARUH PENANGANAN SERVICE REQUEST TERHADAP TERJADINYA GANGGUAN SISTEM DI PT. TELKOMSEL,” 2018.

R. S. Arafat, Murahartawaty, and E. K. Umar, “Perancangan Service Operation Pada Layanan Angkutan Penumpang Pt . Kereta Api Indonesia ( Persero ) Menggunakan Framework Itil Versi 3 Design of Service Operation on Passanger Transport Service of Pt Kereta Api Indonesia ( Persero ) Using Itil Version 3,” vol. 2, no. 2, pp. 3268–3275, 2015.

M. Haris and M. Ariandi, “Pembuatan Standard Operating Procedure (SOP) Domain Service Desk Berdasarkan Kerangka Kerja ITIL V3,” Bina Darma Conf. Comput. Sci., vol. 1, no. 3, pp. 763–770, 2019.

O. N. Putra and S. Kuswayati, “Penerapan Togaf ADM Dan ITIL Dalam Pengembangan Enterperise Architecture,” Media Inform., vol. 16, no. 2, pp. 37–50, 2017.

S. P. RAFLESIA and K. SURENDRO, “Designing Gamified-Service Towards User Engagement and Service Quality Improvement,” BMC Public Health, vol. 5, no. 1, pp. 1–8, 2017.

S. P. Raflesia, K. Surendro, and R. Passarella, “The user engagement impact along information technology of infrastructure library (ITIL) adoption,” ICECOS 2017 - Proceeding 2017 Int. Conf. Electr. Eng. Comput. Sci. Sustain. Cult. Herit. Towar. Smart Environ. Better Futur., pp. 184–187, 2017, doi: 10.1109/ICECOS.2017.8167130.

R. A. Maulana, “Analisis software itsm menggunakan ahp berdasarkan faktor itil v3,” Universitas Islam Negeri Syarif Hidayatullah Jakarta, 2016.

S. P. Raflesia and K. Surendro, “A Conceptual Framework for Implementing Gamified-Service to Improve User Engagement by Using ITIL,” BMC Public Health, vol. 5, no. 1, pp. 1–8, 2017.

N. P. S. M. Suryani, I. M. D. Ardiada, and I. G. N. Janardana, “Audit of Governance Information Technology Services Using ITIL v3 Focuses on Service Operation Domain in Institution X,” Int. J. Eng. Emerg. Technol., vol. 2, no. 2, pp. 91–95, 2017.

S. Khairunnisa, “PEMERINGKATAN SOFTWARE ITSM BERDASARKAN KRITERIA ITIL V3 PADA PROSES SERVICE OPERATION MENGGUNAKAN METODE FUZZY SIR ( SUPERIORITY AND INFERIORITY RANKING ) PEMERINGKATAN SOFTWARE ITSM BERDASARKAN KRITERIA ITIL V3 PADA PROSES SERVICE OPERATION MENGGUNAKAN,” Universitas Islam Negeri Syarif Hidayatullah Jakarta, 2018.

R. Wijaya and R. V Hari, “Perancangan Tata Kelola Service Desk Menggunakan Kerangka Kerja Information Technology Infrastructure Library ( Itil ) V . 3 Pada Pt Berlian Jasa Terminal Indonesia,” Pros. Semin. Nas. Manaj. Teknol. XXV, pp. 1–8, 2016.

I. Ranggadara and H. Prastiawan, “Strategy Implementing Continual Service Improvement With ITIL Framework At PT Anabatic Technologies TBK,” Int. Res. J. Comput. Sci., vol. 5, no. 2, pp. 70–76, 2018.

K. Aeni and R. Adzin, “ITSM Strategy Using CSI on ITIL V.3 To Improve IT Services,” INTENSIF J. Ilm. Penelit. dan Penerapan Teknol. Sist. Inf., vol. 4, no. 2, pp. 203–214, 2020, doi: 10.29407/intensif.v4i2.14297.

R. D. Pribadi, Y. Herry, A. I. Hadiana, and W. Witanti, “Pengukuran Tingkat Kematangan Teknologi Informasi Berbasis Itil V.3 Di Universitas Jenderal Achmad Yani,” J. Ilm. Teknol. Inf. Terap., vol. IV, no. 1, pp. 11–17, 2017.

A. Firmansyah, “Upaya Peningkatan SLA Pada IT Service Management di PT Trikomsel Oke Tbk Berdasarkan Kerangka Kerja ITIL V3,” SIGMA J. Teknol. Pelita Bangsa, vol. 6, no. 2, pp. 105–111, 2017.

R. P. Utami, E. Darwiyanto, and I. Asror, “Audit Infrastruktur Teknologi Informasi dengan Standar Information Technology Infrastructure Library (ITIL) V. 3 Domain Service Strategy dan Service Design (Studi Kasus: I-gracias),” Bandung Telkom Univ., 2016.

T. U. Handayani, S. B. Yudhoatmojo, P. I. Sandhyaduhita, and A. Y. L. Yohanes, “Policy and procedure design for video conference service using Soft-System Methodology: A case study of PT pertamina (Persero),” Proc. 2nd Int. Conf. Informatics Comput. ICIC 2017, vol. 2018-Janua, pp. 1–6, 2018, doi: 10.1109/IAC.2017.8280536.

Karnadi and Armansyah, “AUDIT SISTEM INFORMASI PELAYANAN PDAM (SIPL-PDAM) MENGGUNAKAN ITIL VERSION 3 DOMAIN SERVICE TRANSITION DAN SERVICE OPERATION,” vol. 6, pp. 60–72, 2020.

L. A. K. Wardani, M. Murahartawaty, and L. Ramadani, “Perancangan Tata Kelola Layanan Teknologi Informasi Menggunakan ITIL versi 3 Domain Service Transition Dan Service Operation Di Pemerintah Kota Bandung,” J. Inf. Syst. Eng. Bus. Intell., vol. 2, no. 2, p. 81, 2016, doi: 10.20473/jisebi.2.2.81-87.

E. S. Hermita, Y. G. Sucahyo, and A. Gandhi, “Designing IT Service Management at Indonesia Internet Domain Names Registry Association’s Helpdesk Function,” ACM Int. Conf. Proceeding Ser., pp. 10–15, 2020, doi: 10.1145/3418981.3418987.

I. Maita and S. Akmal, “ANALISIS TATA KELOLA TEKNOLOGI INFORMASI DENGAN BEST PRACTICE ITIL V3 SERVICE OPERATION (Studi Kasus: Pustaka dan Arsip Kampar),” J. Ilm. Rekayasa dan Manaj. Sist. Inf., vol. 2, no. 1, pp. 60–65, 2016.

A. D. Suryawan and Veronica, “Information Technology Service Performance Management Using COBIT and an ITIL Framework: A Systematic Literature Review,” Proc. 2018 Int. Conf. Inf. Manag. Technol. ICIMTech 2018, no. November, pp. 223–228, 2018, doi: 10.1109/ICIMTech.2018.8528197.

A. D. Suryawan and Veronica, “Information Technology Service Performance Management Using COBIT and ITIL Frameworks : A Case Study,” Proc. 2018 Int. Conf. Inf. Manag. Technol. ICIMTech 2018, no. November, pp. 223–228, 2018, doi: 10.1109/ICIMTech.2018.8528197.

N. Nurfaizah, E. Utami, and M. R. Arief, “RANCANGAN INFORMATION TECHNOLOGY SERVICE MANAGEMENT MENGGUNAKAN INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (Studi Kasus: STMIK AMIKOM Purwokerto),” Telematika, vol. 8, no. 2, pp. 18–31, 2015.

A. N. Fajar and D. R. Andini, “The Influence of IT Service Management Performance Measurement to Customer Satisfaction,” Proc. 2018 Int. Conf. Inf. Manag. Technol. ICIMTech 2018, no. September, pp. 109–113, 2018, doi: 10.1109/ICIMTech.2018.8528195.

D. S. Ilvarianto and N. Legowo, “Incident management implementation using continual service improvement method at PT AOP,” Proc. - 2017 Int. Conf. Appl. Comput. Commun. Technol. ComCom 2017, vol. 2017-Janua, pp. 1–7, 2017, doi: 10.1109/COMCOM.2017.8167094.

E. A. W. Nadya, Analisis Continual Service Improvement dan Customer Acquisition Cost Untuk Aplikasi Pengiriman Peti kemas pada Perusahaan Pelayaran (Studi Kasus Samudera …. 2019.

Aminullah and I. Krisnadi, “Analisis Strategi IT Service Management Untuk Dukungan Pemeliharaan Sistem Pengelolaan Database,” 2017.

M. G. L. PUTRA, Rekomendasi Perbaikan Layanan Sistem Informasi Akademik Universitas Islam Kalimantan Muhammad Arsyad Al Banjary Menggunakan Metode Analytical Hierarchy Process ( AHP ) Berdasarkan kerangka kerja ITIL Versi 3. 2018.

W. R. Wicaksana, T. D. Susanto, and A. Herdiyanti, “Pembuatan Standar Operasional Prosedur (SOP) Manajemen Akses Untuk Aplikasi E-Performance Bina Program Kota Surabaya Berdasarkan Kerangka Kerja ITIL V3 Dan ISO 27002,” Sisfo, vol. 06, no. 01, pp. 105–120, 2016, doi: 10.24089/j.sisfo.2016.09.008.

L. W. Santoso and Yulia, “Itil service management model for e-learning,” J. Adv. Res. Dyn. Control Syst., vol. 11, no. 7 Special Issue, pp. 217–224, 2019.

R. Yandri, Suharjito, D. N. Utama, and A. Zahra, “Evaluation model for the implementation of information technology service management using fuzzy ITIL,” Procedia Comput. Sci., vol. 157, pp. 290–297, 2019, doi: 10.1016/j.procs.2019.08.169.

A. Limanto et al., “A study of Information Technology Infrastructure Library (ITIL) framework implementation at the various business field in Indonesia,” 2017 5th Int. Conf. Cyber IT Serv. Manag. CITSM 2017, pp. 1–4, 2017, doi: 10.1109/CITSM.2017.8089244.

A. Millah, Kerangka Kerja Information Technology Service Management Untuk Mengukur Tingkat Layanan Teknologi Informasi. 2018.

M. R. Pribadi and H. Irsyad, “Audit Tata Kelola PT PLN Pembangkitan Sumbagsel Dengan COBIT 5 dan ITIL V3,” Semin. Nas. Teknol. Inf. Dan Komun. X Palembang-Indonesia, pp. 386–392, 2018.

E. Hikmawati, “Penyusunan Prosedur Operasional Standar Pengelolaan Proyek Berdasarkan Kerangka Kerja ITIL V3 dan PMBOK 5th,” J. Teknol. Rekayasa, vol. 3, no. 1, p. 99, 2018, doi: 10.31544/jtera.v3.i1.2018.99-104.

I. M. Faiz, E. Y. Pramono, I. Pratomo, and O. Penangsang, “Maturity Level Study of SCADA at Pusat Pengaturan Beban Java-Bali Area Using ITIL Self-Assessment,” Proceeding - 2018 Int. Semin. Intell. Technol. Its Appl. ISITIA 2018, pp. 83–88, 2018, doi: 10.1109/ISITIA.2018.8711132.

Handoko and Catherine, “Penerapan Framework ITIL Untuk Manajemen Bencana dan Pemulihan pada Rumah Sakit ABC,” J. SIFO Mikroskil, vol. 21, no. 1, pp. 27–36, 2020.

I. MAYRIANTIKA, “PERENCANAAN MANAJEMEN LAYANAN TEKNOLOGI INFORMASI MENGGUNAKAN FRAMEWORK INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL) V3 (STUDI KASUS : DINAS KOMUNIKASI INFORMATIKA DAN STATISTIKA PROVINSI RIAU),” vol. 3, pp. 1–23, 2018.

A. Ekanata and A. S. Girsang, “Assessment of capability level and IT governance improvement based on COBIT and ITIL framework at communication center ministry of foreign affairs,” 2017 Int. Conf. ICT Smart Soc. ICISS 2017, vol. 2018-Janua, pp. 1–7, 2018, doi: 10.1109/ICTSS.2017.8288871.

M. Nur, J. R. Batmetan, and H. K. Manggopa, “Smart City Maturity Level Analysis Using ITIL Framework,” vol. 299, no. Ictvet 2018, pp. 243–247, 2019, doi: 10.2991/ictvet-18.2019.55.

F. Hartawan and J. S. Suroso, “Information Technology Services Evaluation Based ITIL V3 2011 and COBIT 5 in Center for Data and Information,” vol. 10192, pp. 44–51, 2017, doi: 10.1007/978-3-319-54430-4_5.

A. S. Wibowo, Selo, and D. Adipta, “Kombinasi Framework COBIT 5, ITIL dan ISO/IEC 27002 untuk Membangun Model Tata Kelola Teknologi Informasi di Perguruan Tinggi,” Semin. Nas. Teknol. Inf. dan Komun. 2016, vol. 2016, no. Sentika, pp. 18–19, 2016.

A. Hermanto and G. Kusnanto, “Evaluation of the information technology system services for medium higher education based on ITIL (A case study of polytechnic XYZ),” Proc. 2017 4th Int. Conf. Comput. Appl. Inf. Process. Technol. CAIPT 2017, vol. 2018-Janua, pp. 1–7, 2018, doi: 10.1109/CAIPT.2017.8320678.

A. Rubhasy and I. Maliki, “Evaluasi Kapabilitas Tata Kelola Teknologi Informasi Menggunakan Kerangka Kerja COBIT 5 dan ITIL Pada Perguruan Tinggi STMIK Indonesia Jakarta,” Semin. Nas. Teknol. Inf. dan Komun., vol. 1, no. 1, pp. 83–90, 2018.

A. C. MUTIA, “EVALUASI TINGKAT KESIAPAN LAYANAN TEKNOLOGI INFORMASI DENGAN MENGGUNAKAN KERANGKA KERJA COBIT 5 DAN ITIL V3 2011,” 2018.

K. Irfandhi, A. Indrawati, D. Alexandra, K. Wanandi, Y. Harisky, and S. Liawatimena, “Implementation of Information Technology Service Management at Data And Information System Center of XYZ University,” ComTech Comput. Math. Eng. Appl., vol. 7, no. 1, p. 41, 2016, doi: 10.21512/comtech.v7i1.2220.




Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

________________________________________________________

International Journal Of Artificial Intelligence Research

Organized by: Departemen Teknik Informatika STMIK Dharma Wacana
Published by: STMIK Dharma Wacana
Jl. Kenanga No.03 Mulyojati 16C Metro Barat Kota Metro Lampung

Email: jurnal.ijair@gmail.com

View IJAIR Statcounter

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.