ANALISA TINGKAT KEMATANGAN MANAJEMEN LAYANAN TI MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN SERVICE OPERATION (STUDI KASUS : SISTEM INFORMASI AKADEMIK UNIVERSITAS MERCUBUANA )

RITONGA, ABDUL ROCHIM (2025) ANALISA TINGKAT KEMATANGAN MANAJEMEN LAYANAN TI MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN SERVICE OPERATION (STUDI KASUS : SISTEM INFORMASI AKADEMIK UNIVERSITAS MERCUBUANA ). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the maturity level of Information Technology (IT) service management in the Academic Information System of Mercu Buana University using the ITIL v3 framework, particularly focusing on the Service Operation domain. The research methodology involves observation, interviews, questionnaire and document analysis. Evaluation is conducted on IT governance practices and the university's readiness in implementing ITIL. The findings indicate that Mercu Buana University has implemented some ITIL best practices, yet there is room for improvement, especially in service responsiveness and service quality enhancement. Recommendations are provided to enhance IT governance processes to improve efficiency and effectiveness of IT services in the academic environment. Keywords: IT Service Management, ITIL v3 Framework, Academic Information System, Maturity Level, Mercu Buana University. Penelitian ini bertujuan untuk menganalisis tingkat kematangan manajemen layanan Teknologi Informasi (TI) pada Sistem Informasi Akademik Universitas Mercu Buana menggunakan framework ITIL v3, terutama pada domain Service Operation. Metode penelitian melibatkan observasi, wawancara, kuisioner dan analisis dokumen. Evaluasi dilakukan terhadap praktik tata kelola TI serta kesiapan universitas dalam menerapkan ITIL. Hasil penelitian menunjukkan bahwa Universitas Mercu Buana telah menerapkan beberapa praktik terbaik ITIL, namun masih ada ruang untuk peningkatan, terutama dalam responsivitas layanan dan peningkatan kualitas layanan. Rekomendasi diberikan untuk memperbaiki proses tata kelola TI guna meningkatkan efisiensi dan efektivitas layanan TI di lingkungan akademik. Kata kunci: Manajemen Layanan TI, Framework ITIL v3, Sistem Informasi Akademik, Tingkat Kematangan, Universitas Mercu Buana.

Item Type:	Thesis (S1)
Call Number CD:	FIK/SI. 25 008
NIM/NIDN Creators:	41822110001
Uncontrolled Keywords:	Manajemen Layanan TI, Framework ITIL v3, Sistem Informasi Akademik, Tingkat Kematangan, Universitas Mercu Buana.
Subjects:	000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan > 025.5 Service to Users/Layanan Kepada Pengguna Perpustakaan > 025.52 Reference and Information Services/Layanan Referensi dan Informasi > 025.523 Cooperative Information Services/Layanan Informasi
Divisions:	Fakultas Ilmu Komputer > Sistem Informasi
Depositing User:	khalimah
Date Deposited:	11 Feb 2025 04:14
Last Modified:	11 Feb 2025 04:14
URI:	http://repository.mercubuana.ac.id/id/eprint/94094

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