Open AccessMaturity Level of ITSM Analysis Using ITIL V3 Framework in State Electricity Enterprise Purwokerto
Author(s) -
Resad Setyadi,
Enggar Priyatiningsih
Publication year - 2021
Publication title -
juita : jurnal informatika/jurnal informatika
Language(s) - English
Resource type - Journals
eISSN - 2579-8901
pISSN - 2086-9398
DOI - 10.30595/juita.v9i1.9594
Subject(s) - information technology infrastructure library , it service management , maturity (psychological) , process management , business , service (business) , capability maturity model , quality (philosophy) , operations management , information technology , computer science , engineering , marketing , psychology , developmental psychology , philosophy , software , epistemology , programming language , operating system
In the industrialized world, information technology has become an essential component that everyone can feel and use. However, IT's proper use can provide opportunities for increased productivity and effective and efficient company processes. The quality of the service supplied is related to managing the problems faced and handling its day-to-day service operations. The purpose of this research is to analyze the IT service management (ITSM) of the National Electricity Company (NEC) in Purwokerto with media analysis using the Information Technology Infrastructure Library (ITIL) v3 framework. The method used is a quantitative method with observation, distribution of questionnaires, and data analysis as a follow-up. Maturity level analysis becomes the target of assessment to become a reference for providing recommendations for the performance of ITSM. The results of the maturity level show that NEC Purwokerto is at the optimal level. The advice given is that NEC Purwokerto maintains IT services' performance so that the NEC Purwokerto company's business strategy continues to run well and improve