IT Service Management (ITSM) Using ITIL Domain Service Operation Method in Hospitals

Authors

  • Nicholas Calim Universitas Pelita Harapan
  • Edbert Muis Universitas Pelita Harapan
  • Audrey Tamalate Universitas Pelita Harapan
  • Winnie Felicia Universitas Pelita Harapan
  • Ade Maulana Universitas Pelita Harapan

DOI:

https://doi.org/10.55123/ijisit.v2i1.25

Keywords:

ITIL, IT Service Management, Service Operation, Hospital, Hospital Service

Abstract

The hospital is an institution operating in the healthcare sector, which is an integral part of social and health organizations. The increasing complexity and unstructured nature of hospital operations necessitate the importance of implementing information technology to aid in managing hospital operations. One effective method to implement is the ITIL domain service operation method. The methodology used in this research is a literature review, where the research is based on tested data and facts that have been proven true. This research also explains the important processes and aspects involved in hospital service management using the ITIL domain service operation. Furthermore, it discusses barriers, benefits, and the service desk within hospital IT service management. The study also includes an explanation of customer satisfaction in using hospital services effectively. This research is beneficial in providing a comprehensive understanding of hospital IT service management using the ITIL domain service operation method.

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Published

2025-06-30

How to Cite

Nicholas Calim, Edbert Muis, Audrey Tamalate, Winnie Felicia, & Ade Maulana. (2025). IT Service Management (ITSM) Using ITIL Domain Service Operation Method in Hospitals. IJISIT: International Journal of Computer Science and Information Technology, 2(1), 118–126. https://doi.org/10.55123/ijisit.v2i1.25

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Vol. 2 No. 1 (2025): Juni 2025

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Copyright (c) 2026 Nicholas Calim, Edbert Muis, Audrey Tamalate, Winnie Felicia, Ade Maulana

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