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Abstract
Framework ITIL V3, sebagai panduan praktik terkemuka dalam pengelolaan organisasi, menjadi fokus penelitian ini. Dilakukan evaluasi kematangan sistem dengan metodologi termasuk perencanaan (tinjauan pustaka, observasi, dan angket), pengumpulan data (angket dan wawancara), evaluasi (perhitungan), dan pengambilan keputusan. Analisis ITIL juga mempertimbangkan faktor-faktor keberhasilan (CSFs) dan kaitannya dengan metodologi lain seperti UTAUT dan TAM. Hasil wawancara menunjukkan dua situasi berbeda: implementasi ITIL yang kurang optimal di Kementerian Pendidikan (MOE) karena masalah pengetahuan dan sikap, sementara 24Slides Company berhasil mengintegrasikan struktur organisasi global. Pengadilan Negeri Purbalingga menghadapi tantangan meningkatkan layanan Teknologi Informasi seperti layanan perpustakaan online, pertukaran putusan online, PTSP, layanan antrian sidang, dan SIPP. Beberapa layanan belum memenuhi harapan pengguna karena desain yang kurang ramah dan kekurangan layanan online tertentu. Diperlukan analisis lebih lanjut tentang kematangan manajemen layanan Teknologi Informasi dengan menggunakan Framework ITIL V3, khususnya untuk mengatasi permasalahan di Pengadilan Negeri Purbalingga.
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References
- Bernard, P., 2012. Foundation of ITIL 2011 Edition. Zaltbommel: Van Haren Publishing.
- Channon, D. F. & Sammut-Bonnic,T., 2014. Gap Analysis. Dalam: P. S. C. L. Cooper, ed. 2014. Wiley Encyclopedia of Management, 3rd ed. Chichester: John Wiley & Sons. pp.1–2.
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- Wijaya, A. P., Widiadnyana, P., Bagus, I. & Swamardika, A., 2016. Audit of Information Technology using ITIL V.3 Domain Service Operation on Communications and Information Technology Agency. International Journal of Engineering and Emerging Technology, 1(1), pp.11–14.
References
Bernard, P., 2012. Foundation of ITIL 2011 Edition. Zaltbommel: Van Haren Publishing.
Channon, D. F. & Sammut-Bonnic,T., 2014. Gap Analysis. Dalam: P. S. C. L. Cooper, ed. 2014. Wiley Encyclopedia of Management, 3rd ed. Chichester: John Wiley & Sons. pp.1–2.
Lema, L., Calvo-Manzano, J. A., Colomo-Palacios, R. & Arcilla, M., 2015. ITIL in Small to Medium-sized Enterprises Software Companies: Towards an Implementation Sequence. Journal of Software: Evolution and Process, 27(12), pp.528–538.
Nevin, M., 2014. The Strategic Alliance Handbook: A Practitioners Guide to Business-to-Business Collaborations. 1st ed. London: Routledge.
OGC, 2011. ITIL Service Operation. London: The Stationary Office.
Pribadi, R. D., Yulison, H. C., Hadiana, A. I. & Witanti, W., 2017. Pengukuran Tingkat Kematangan Teknologi. Jurnal Ilmiah Teknologi Informasi Terapan,4(1), pp.11–17.
Talla, M. & Valverde, R., 2013. An Implementation of ITIL Guidelines for IT Support Process in a Service Organization. International Journal of Information and Electronics Engineering, [e-journal] 3(3), pp.334–340. Tersedia melalui: <http://www.ijiee.org/show-37-343-1.html> [Diakses 9 November 2023]
Wijaya, A. P., Widiadnyana, P., Bagus, I. & Swamardika, A., 2016. Audit of Information Technology using ITIL V.3 Domain Service Operation on Communications and Information Technology Agency. International Journal of Engineering and Emerging Technology, 1(1), pp.11–14.