Implementation of IT Governance Using ITIL Service Operation Domain in Indonesian Universities: A Comparative Analysis

Authors

  • Davin Lim Universitas Pelita Harapan
  • Evelline Christine Universitas Pelita Harapan
  • Kayla Namira Universitas Pelita Harapan
  • Owen Owen Universitas Pelita Harapan
  • Ade Maulana Universitas Pelita Harapan

DOI:

https://doi.org/10.55123/ijisit.v1i2.20

Keywords:

IT Governance, ITIL, Service Operation, Indonesian Universities, IT Service Management, Maturity Level

Abstract

This paper explores the implementation of IT governance in Indonesian universities, with a specific focus on the ITIL Service Operation domain. The research aims to assess the maturity levels of IT service management across various institutions and to identify areas for improvement. The study employs a comparative analysis approach, examining several research papers to understand the evolution of ITIL's benefits and challenges in the academic environment. Key findings indicate that while some universities exhibit advanced maturity levels in their IT governance, others are still in the early stages of development. Areas highlighted for improvement include comprehensive documentation, continuous improvement, technology integration, user satisfaction, and staff training. The study emphasizes the importance of adopting a systematic approach and leveraging best practices from the ITIL framework to optimize IT services, thereby enhancing operational efficiency and supporting educational objectives. The findings provide valuable insights into the strategic application of IT governance in enhancing the educational landscape through effective service management.

Downloads

Download data is not yet available.

References

[1] J. F. Rockart, “The changing role of the information systems executive : a critical success factors perspective,” Center for Information Systems Research, Alfred P. Sloan School of Management, pp. 3–13, 1980, Accessed: May 01, 2024. [Online]. Available: https://dspace.mit.edu/bitstream/handle/1721.1/2010/SWP-1297-08770929-CISR-085.pdf

[2] C. Tjonadi, K. V. Wijaya, V. Roselin, V. Natalie, and A. Maulana, “Manajemen Layanan Teknologi Informasi Perusahaan Perseroan Menggunakan Information Technology Infrastructure Library Service Operation: Literature Review,” JDMIS: Journal of Data Mining and Information Systems, vol. 1, no. 2, pp. 56–62, 2023.

[3] M. A. Winniford, S. Conger, and L. Erickson-Harris, “Confusion in the ranks: IT service management practice and terminology,” Information Systems Management, vol. 26, no. 2, pp. 153–163, 2009, doi: 10.1080/10580530902797532.

[4] J. E. Goldman and S. Ahuja, “Integration of COBIT, balanced scorecard and SSE-CMM as an organizational & strategic information security management (ISM) framework,” in ICT Ethics and Security in the 21st Century: New Developments and Applications, IGI Global, 2011. doi: 10.4018/978-1-60960-573-5.ch014.

[5] S. D. Galup, R. Dattero, J. J. Quan, and S. Conger, “An overview of IT service management,” Commun ACM, vol. 52, no. 5, pp. 124–127, May 2009, doi: 10.1145/1506409.1506439.

[6] M. Lubis, R. C. Annisyah, and L. Lyvia Winiyanti, “ITSM Analysis using ITIL V3 in Service Operation in PT.Inovasi Tjaraka Buana,” in IOP Conference Series: Materials Science and Engineering, Institute of Physics Publishing, May 2020. doi: 10.1088/1757-899X/847/1/012077.

[7] C. M. Young, “An Introduction to IT Service Management,” Gartner Research, 2004.

[8] S. Conger, M. Winniford, and L. Erickson-Harris, “Service Management in Operations,” Americas Conference on Information Systems (AMCIS), 2008, [Online]. Available: http://aisel.aisnet.org/amcis2008http://aisel.aisnet.org/amcis2008/362

[9] S. Conger, M. Winniford, and L. Erickson-Harris, “Service Management in Operations,” Americas Conference on Information Systems (AMCIS), 2008, [Online]. Available: http://aisel.aisnet.org/amcis2008http://aisel.aisnet.org/amcis2008/362

[10] ⁠D. Mahdalena and W. Cholil, “Penilaian It Service Management Pada Infrastruktur Teknologi Informasi Pt. Telkom Kota Bengkulu Menggunakan Itil V3,” Gema Teknologi, vol. 21, no. 1, pp. 34–41, 2020.

[11] F. O. Twum and W. K. Peprah, “The Impact of Service Quality on Students’ Satisfaction,” International Journal of Academic Research in Business and Social Sciences, vol. 10, no. 10, Oct. 2020.

[12] B. S. and R. R. M. Bakrie, “The influence of service quality, institutional reputation, students’ satisfaction on students’ loyalty in higher education institution,” International Journal for Educational and Vocational Studies, vol. 1, no. 5, pp. 379–391, 2019.

[13] P. Q. B. T. S. B. and L. K. U. Kalim, “Impact of Academic and Non-Academic Service Quality on International Students Satisfaction in Chinese Universities,” Journal of Education and Learning, vol. 11, no. 6, pp. 86–95, 2022.

[14] ⁠F. Effendy and E. Hariyanti, “Problem Manajemen Teknologi Informasi Berdasarkan Kerangka Kerja ITIL V3 dan COBIT 5,” J. Sist. Inf. Bisnis, vol. 8, no. 2, p. 43, 2018.

[15] J. Hartono, “‘Pedoman Survei Kuesioner,’ Mengembangkan Kuesioner, Mengatasi Bias dan Meningkatkan Respon ,” 2011.

[16] I. M.-C. and D. F.-B. M. Ospino-Pinedo, “Design of an IT Strategic Management Model for a University in Cartagena, Colombia,” Contemporary Engineering Sciences, vol. 11, no. 36, pp. 1789–1797, 2018.

[17] M. I. Hussein et al., “EDITORIAL BOARD,” Jour of Adv Research in Dynamical & Control Systems, vol. 11, no. 6, 2019, Accessed: May 01, 2024. [Online]. Available: https://repository.petra.ac.id/18438/9/Jurnal_JARDCS.pdf

[18] M. Muttaqin et al., Pengantar Teknologi Digital. Yayasan Kita Menulis, 2023.

[19] B. Albert, C. Tantono, D. Chainatra, M. S. Halim, N. Dickson, and F. I. Komputer, “Manajemen Layanan Teknologi Informasi pada Domain Service Operation di Perguruan Tinggi yang ada di Indonesia,” JDMIS: Journal of Data Mining and Information Systems, vol. 2, no. 1, pp. 37–42, 2024, doi: 10.54259/jdmis.v2i1.1613.

[20] M. Lubis, R. C. Annisyah, and L. Lyvia Winiyanti, “ITSM Analysis using ITIL V3 in Service Operation in PT.Inovasi Tjaraka Buana,” in IOP Conference Series: Materials Science and Engineering, Institute of Physics Publishing, May 2020. doi: 10.1088/1757-899X/847/1/012077.

[21] A. , V. J. Rocha, “Maturity models for information systems management.,” Journal of the Faculty of Sciences and Technology at University Fernando Pessoa, no. 1, pp. 93–107, 2004.

[22] T. , R. M. , F. R. , K. U. Bruin, “Understanding the main phases of developing a maturity assessment model,” 16th Australian Conference on Information Systems (ACIS), 2005.

[23] J. , K. R. , P. J. Becker, “Developing maturity models for IT management – A procedure model and its application,” Journal Business & Information S.

[24] F. Wilson, “The Quality Maturity Model: your roadmap to a culture of quality,” Emerald Publishing Limited, vol. 36, no. 3, pp. 258–267, 2015, Accessed: May 01, 2024. [Online]. Available: https://doi.org/10.1108/LM-09-2014-0102

[25] F. Wilson, “The Quality Maturity Model: Your roadmap to a Culture of Quality,” University of Oxford, UK, Jul. 2014.

[26] A. Maulana et al., Manajemen Bisnis Digital dan E-Commerce. Yayasan Kita Menulis, 2023.

[27] H. , S. B. and W. P. Egberongbe, “The assessment of quality maturity levels in Nigerian university libraries,” Emerald Publishing Limited, vol. 66, no. 6/7, pp. 399–414, 2017, Accessed: May 01, 2024. [Online]. Available: https://doi.org/10.1108/LR-06-2017-0056

[28] A. Nsamba, “Maturity levels of student Support E- services within an open distance E-learning University,” International Review of Research in Open and Distributed Learning, vol. 20, no. 4, pp. 61–78, 2019, doi: 10.19173/irrodl.v20i4.4113.

[29] F. Wilson, “The Quality Maturity Model: Assessing Organisational Quality Culture in Academic Libraries.,” Brunel University, London, 2013.

[30] T. C. Lin and K. J. Wang, “Project-based maturity assessment model for smart transformation in Taiwanese enterprises,” PLoS One, vol. 16, no. 7 July, Jul. 2021, doi: 10.1371/journal.pone.0254522.

[31] S. Diego, “A Quantitative Analysis of Organizational Complexity and ITIL Implementation,” 2019.

[32] H. Suwito, J. Kawamoto, S. Matsumoto, D. Gollmann, and K. Sakurai, “An Analysis of IT Assessment Security Maturity in Higher Education Institution,” Springer. [Online]. Available: https://hdl.handle.net/2324/1566107

[33] Universitas Multimedia Nusantara, Institute of Electrical and Electronics Engineers. Indonesia Section, Institute of Electrical and Electronics Engineers, and A. & I. C. S. (1st : 2017 : Y. International Conference on Smart Cities, Proceedings of 2017 4th International Conference on New Media Studies (CONMEDIA 2017) : November 08-10, 2017, Yogyakarta, Indonesia.

[34] A. Dobrkovic, D. A. Döppner, M. E. Iacob, and J. van Hillegersberg, “Collaborative literature search system: An intelligence amplification method for systematic literature search,” in Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), Springer Verlag, 2018, pp. 169–183. doi: 10.1007/978-3-319-91800-6_12.

[35] D. D. and P. S. D. Tranfield, “Towards a Methodology for Developing Evidence-Informed Management Knowledge by Means of Systematic Review ,” Br. J. Manag., vol. 14, no. 3, pp. 207–222, Sep. 2003.

[36] J. Webster and R. T. Watson, “ANALYZING THE PAST TO PREPARE FOR THE FUTURE: WRITING A LITERATURE REVIEW,” 2002. [Online]. Available: http://www.misq.org/misreview/announce.html

[37] Y. Levy and T. J. Ellis, “A systems approach to conduct an effective literature review in support of information systems research,” Inf Sci, vol. 9, pp. 181–211, 2006, doi: 10.28945/479.

[38] S. K. Boell and D. Cecez-Kecmanovic, “On being ‘systematic’ in literature reviews in IS,” Journal of Information Technology, vol. 30, no. 2. Palgrave Macmillan Ltd., pp. 161–173, Jun. 28, 2015. doi: 10.1057/jit.2014.26.

[39] M. Eickhoff and N. Neuss, TOPIC MODELLING METHODOLOGY: ITS USE IN INFORMATION SYSTEMS AND OTHER MANAGERIAL DISCIPLINES. 2017. [Online]. Available: http://aisel.aisnet.org/ecis2017_rphttp://aisel.aisnet.org/ecis2017_rp/86

[40] S. K. Boell and D. Cecez-Kecmanovic, “On being ‘systematic’ in literature reviews in IS,” Journal of Information Technology, vol. 30, no. 2. Palgrave Macmillan Ltd., pp. 161–173, Jun. 28, 2015. doi: 10.1057/jit.2014.26.

[41] B. Sturm and A. Sunyaev, “Design Principles for Systematic Search Systems: A Holistic Synthesis of a Rigorous Multi-cycle Design Science Research Journey,” Business and Information Systems Engineering, vol. 61, no. 1. Gabler Verlag, pp. 91–111, Feb. 12, 2019. doi: 10.1007/s12599-018-0569-6.

[42] S. Isniah, H. Hardi Purba, and F. Debora, “Plan do check action (PDCA) method: literature review and research issues,” Jurnal Sistem dan Manajemen Industri, vol. 4, no. 1, pp. 72–81, Jul. 2020, doi: 10.30656/jsmi.v4i1.2186.

[43] J. Webster and R. T. Watson, “ANALYZING THE PAST TO PREPARE FOR THE FUTURE: WRITING A LITERATURE REVIEW,” 2002. [Online]. Available: http://www.misq.org/misreview/announce.html

[44] L. Ersitha and T. Sutabri, “ANALYSIS OF MATURITY LEVEL OF IT GOVERNANCE USING ITIL V3 DOMAIN SERVICE OPERATION FRAMEWORK AT PALEMBANG OPEN UNIVERSITY ANALISIS MATURITY LEVEL TATA KELOLA IT MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN SERVICE OPERATION PADA UNIVERSITAS TERBUKA PALEMBANG,” Journal of Scientech Research and Development, vol. 5, no. 2, 2023, [Online]. Available: https://idm.or.id/JSCR/in

[45] S. Nur, J. Sudrajat, U. I. Nusantara, and S. Mardira Indonesia, “PERANCANGAN MANAJEMEN LAYANAN TEKNOLOGI INFORMASI MENGGUNAKAN FRAMEWORK INFORMATION TECHNOLOGY INFRASTUCTURE LIBRARY (ITIL) VERSI 3 DOMAIN SERVICE OPERATION STUDI KASUS DI SMK NEGERI 3 BANDUNG,” Jurnal Computech & Bisnis, vol. 14, no. 1, pp. 47–51, 2020, [Online]. Available: http://www.ucisa.ac.uk

[46] S. Hanief and W. Jefriana, “FRAMEWORK ITIL V3 DOMAIN SERVICE OPERATION DALAM ANALISIS PENGELOLAAN TEKNOLOGI BLENDED LEARNING,” Jurnal Teknologi Informasi dan Komputer, vol. 4, no. 1, Jan. 2018.

[47] A. Meitya Arifin and R. Hanafi, “ANALYSIS AND DESIGN ITSM SERVICE OPERATION DOMAIN ON ACADEMIC SERVICES OF INSTITUT PEMERINTAHAN DALAM NEGERI (IPDN) USING ITIL VERSION 3 FRAMEWORK,” e-Proceeding of Engineering, vol. 2, no. 2, Aug. 2015.

[48] M. Van Wis Lee, “ITIL 2011: The Maturity of IT Service Operation in Universitas Multimedia Nusantara, Indonesia,” IJNMT, vol. V, no. 2, Dec. 2018.

[49] W. K. Mahardika and A. W. R. Emanuel, “Analysis of Information Technology Services Using the ITIL V.3 Framework,” Jurnal Sisfokom (Sistem Informasi dan Komputer), vol. 12, no. 2, pp. 205–211, Jul. 2023, doi: 10.32736/sisfokom.v12i2.1624.

[50] M. K. Anam, N. Lizarti, and A. N. Ulfah, “Analisa Tingkat Kematangan Sistem Informasi Akademik STMIK Amik Riau Menggunakan ITIL V3 Domain Service Operation,” Fountain of Informatics Journal, vol. 4, no. 1, p. 8, May 2019, doi: 10.21111/fij.v4i1.2810.

[51] N. Ekaputri, Y. T. Mursityo, and A. R. Perdanakusuma, “Evaluasi Maturitas Manajemen Layanan Sistem Informasi Learning NSC Application (LENSA) Menggunakan Framework ITIL Versi 3 Domain Service Operation (Studi Pada Politeknik NSC Surabaya),” 2018. [Online]. Available: http://j-ptiik.ub.ac.id

[52] M. N. Yunus and T. Sutabri, “ANALISIS LAYANAN APLIKASI SIM PKB MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN SERVICE OPERATION PADA SMK UNGGUL NEGERI 2 BANYUASIN III,” Jurnal Teknologi Informasi Mura, vol. 15, no. 2, pp. 120–127, Dec. 2023.

[53] N. T. Nafisah and T. Sutabri, “Analisis Tingkat Kepuasan Mahasiswa Terhadap E-Learning Politeknik Negeri Sriwijaya Menggunakan Framework ITIL V3,” Indonesian Journal of Multidisciplinary on Social and Technology, vol. 1, no. 2, pp. 184–189, Jun. 2023, doi: 10.31004/ijmst.v1i2.147.

Downloads

Published

2025-12-25

How to Cite

Davin Lim, Christine, E., Namira, K., Owen, O., & Ade Maulana. (2025). Implementation of IT Governance Using ITIL Service Operation Domain in Indonesian Universities: A Comparative Analysis. IJISIT: International Journal of Computer Science and Information Technology, 1(2), 101–108. https://doi.org/10.55123/ijisit.v1i2.20

Issue

Vol. 1 No. 2 (2024): December 2024

Section

Articles

License

Copyright (c) 2024 Davin Lim, Evelline Christine, Kayla Namira, Owen Owen, Ade Maulana

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish their manuscripts in the International Journal of Computer Science and Information Technology agree to the following terms:
Copyright: Copyright on any article in the International Journal of Computer Science and Information Technology is fully retained by its authors under the Creative Commons Attribution-ShareAlike 4.0 International License / CC BY SA 4.0, with the following provisions:

  • First Publication Right: Authors acknowledge that the International Journal of Computer Science and Information Technology has the right of first publication under the CC BY-SA 4.0 license.
  • Non-Exclusive Distribution: Authors may enter the writing separately, arrange non-exclusive distribution of the published manuscript in this journal into other versions (e.g., submit to the author's institutional repository, publish in a book, etc.), acknowledging that the manuscript was first published in the International Journal of Computer Science and Information Technology.
  • Reader's Rights: Readers are allowed to download, use, and adopt the contents of the article as long as they cite the article by mentioning the title, author, and the name of this journal. Such citations are made for the advancement of science and humanity and must not violate applicable laws.