ANALISIS SISTEM MANAJEMEN LAYANAN TEKNOLOGI INFORMASI BERDASARKAN FRAMEWORK ITIL V3 (STUDI KASUS: PUSAT TEKNOLOGI INFORMASI DAN KOMUNIKASI UNIVERSITAS NEGERI JAKARTA)

GHAIDA DANAYA LAMIS, . (2026) ANALISIS SISTEM MANAJEMEN LAYANAN TEKNOLOGI INFORMASI BERDASARKAN FRAMEWORK ITIL V3 (STUDI KASUS: PUSAT TEKNOLOGI INFORMASI DAN KOMUNIKASI UNIVERSITAS NEGERI JAKARTA). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Teknologi informasi berperan penting dalam mendukung kegiatan akademik di perguruan tinggi. Universitas Negeri Jakarta (UNJ) melalui PUSTIKOM menyediakan layanan TI, salah satunya SIPETIK sebagai media pelaporan insiden. Namun, hingga saat ini belum pernah dilakukan evaluasi komprehensif terhadap penerapan Service Desk, Incident Management, dan Problem Management berdasarkan kerangka kerja khusus layanan TI. Audit sebelumnya masih bersifat umum sehingga belum diketahui tingkat kematangan (maturity level) proses ITSM serta kesesuaiannya dengan praktik terbaik ITIL V3. Oleh karena itu, penelitian ini bertujuan untuk mengukur tingkat kematangan layanan TI PUSTIKOM UNJ berdasarkan ITIL V3 pada domain Service Operation. Penelitian ini menggunakan metode campuran (mixed method) dengan pendekatan kualitatif melalui ITIL V3 Self-Assessment dan wawancara, serta pendekatan kuantitatif melalui kuesioner kepada 102 mahasiswa UNJ. Hasil penelitian menunjukkan bahwa Service Desk, Incident Management, dan Problem Management berada pada level Optimized. Dari sisi pengguna, tingkat kepuasan layanan TI PUSTIKOM UNJ berada pada kategori Baik, meski demikian masih diperlukan peningkatan pada kualitas dan pemerataan layanan jaringan internet. Kata kunci: ITIL V3, Service Desk, Incident Management, Problem Management, Maturity Level ****** Information technology plays a vital role in supporting academic activities at universities. The University of Jakarta (UNJ), through PUSTIKOM, provides IT services, one of which is SIPETIK, an incident reporting system. However, to date, no comprehensive evaluation has been conducted regarding the implementation of the Service Desk, Incident Management, and Problem Management based on a specific IT service framework. Previous audits were still general in nature, so the maturity level of the ITSM process and its alignment with ITIL V3 best practices remain unknown. Therefore, this study aims to measure the maturity level of UNJ PUSTIKOM’s IT services based on ITIL V3 within the Service Operation domain. This study employs a mixed-methods approach, combining qualitative methods—specifically the ITIL V3 Self-Assessment and interviews—with quantitative methods via a questionnaire administered to 102 UNJ students. The results indicate that the Service Desk, Incident Management, and Problem Management processes are at the Optimized level. From the users’ perspective, the satisfaction level with PUSTIKOM UNJ’s IT services falls into the “Good” category; however, improvements are still needed in the quality and equitable distribution of internet network services. Keywords: ITIL V3, Service Desk, Incident Management, Problem Management, Maturity Level

Item Type:	Thesis (Sarjana)
Additional Information:	1. Fuad Mumtas, M. T. I 2. Vina Ardelia Effendy, M. T. I
Subjects:	Teknologi dan Ilmu Terapan > Teknik Komputer
Divisions:	FT > S1 Sistem dan Teknologi Informasi
Depositing User:	Ghaida Danaya Lamis .
Date Deposited:	17 Jul 2026 06:45
Last Modified:	17 Jul 2026 06:47
URI:	http://repository.unj.ac.id/id/eprint/66694

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