Implementation of IT Governance Using ITIL Domain Service Operation in the Education Sector in Indonesia
DOI:
https://doi.org/10.55123/ijisit.v1i2.14Keywords:
Incident Management, ITIL Framework, Educational Institutions, Service Management, IT Service ManagementAbstract
In the dynamic landscape of the Indonesian education sector, effective incident management within the Service Operation domain of ITIL V3 is essential for ensuring smooth IT service delivery and enhancing educational experiences. Utilizing a Systematic Literature Review approach, this study comprehensively examines incident management practices across various educational institutions in Indonesia. Findings reveal varying maturity levels in incident management, with institutions such as Politeknik Negeri Sriwijaya and Universitas Terbuka Palembang showcasing different degrees of maturity. While some institutions have reached advanced levels of maturity, others still require significant improvements. The implementation of ITIL frameworks offers substantial benefits in enhancing IT service management. However, there remains ample room for improvement, particularly in standardizing procedures and providing adequate training for IT staff. Consistent implementation of ITIL principles is crucial for advancing operational efficiency and service quality in the education sector.
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