Analisis Dan Pengukuran Tingkat Kematangan Manajemen Layanan Teknologi Informasi Pada Aplikasi Mytelkomsel Menggunakan Framework ITIL V3
DOI:
https://doi.org/10.61722/jssr.v4i1.8216Keywords:
ITIL V3; Service Operation; IT Service Management; Maturity Level; MyTelkomselAbstract
This study aims to analyze and measure the maturity level of information technology service management in the MyTelkomsel application using the ITIL V3 framework, focusing on the Service Operation domain. The method used was descriptive quantitative, using a questionnaire containing 15 questions representing the five main ITIL V3 processes, distributed to 54 MyTelkomsel users. The test results showed the instrument was valid and reliable. Data analysis showed that all processes were at Level 4 (Managed) with an average score of 3.89, indicating that IT service management has been implemented consistently, documented, and measured according to ITIL V3 practices. However, improvement to Level 5 (Optimized) is still needed through process automation, strengthening access security, and implementing continuous evaluation to improve service quality.
References
Alhari, Muhammad Ilham, Arip Ramadan, Fandisya Rahman, and Pima Hani Safitri. “Analisis Manajemen Layanan Domain Service Operation Itil V3: Pada Perusahaan Software House: Service Management Analysis in Itil V3 Service Operation Domain At Software House Company.” Jurnal Sistem Informasi Dan Bisnis Cerdas 17, no. 1 (2024): 50–58.
Rahmana, Muhamad Yusuf. “Evaluasi Penerapan It Service Management (Itsm) Dengan Framework Itil V3 Di Universitas Xyz.” Jurnal Informatika Dan Teknik Elektro Terapan 13, no. 3 (2025). https://doi.org/10.23960/jitet.v13i3.7196.
Ronaldo, Muhammad Deva, and Muhammad Zaki. “Evaluasi Manajemen Layanan Teknologi Informasi Berdasarkan Proses Service Operation ITIL V3 Pada Puskesmas Pasir Putih.” Sisfo: Jurnal Ilmiah Sistem Informasi 9, no. 1 (2025): 77–88. https://doi.org/10.29103/sisfo.v9i1.21795.
Salim, Axel Natanael, and Tata Sutabri. “Analisis IT Service Management ( ITSM ) Pada Layanan Marketplace Shopee Menggunakan Framework ITIL V3” 17 (2023): 144–53.
Stephanie, Stephanie, Ayumi Ayumi, Angela Fayola, Rosita Darianty, and Ade Maulana. “Implementation and Impacts of ITIL Service Operation Within The Telecommunication Industry.” IJISIT: International Journal of Computer Science and Information Technology 1, no. 1 (2024): 31–40. https://doi.org/10.55123/ijisit.v1i1.22.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 JOURNAL SAINS STUDENT RESEARCH
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
