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All Journal JUSIFOR : Jurnal Sistem Informasi dan Informatika
Nicken Syahira Anjani
Universitas Siliwangi, Indonesia
Computer Science & IT Decision Sciences, Operations Research & Management Engineering Library & Information Science

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Penilaian Kinerja Layanan TI SIPP Berdasarkan ITIL: Studi Kasus Pengadilan Negeri Tasikmalaya Nicken Syahira Anjani; Tiara Dwi Yogaputri; Rabbani Halim Natadireja; Muhammad Rabil Wahid; Helmy Dzulfikar
JUSIFOR : Jurnal Sistem Informasi dan Informatika Vol 5 No 1 (2026): JUSIFOR - Juni 2026
Publisher : Fakultas Sains Dan Teknologi, Universitas Raden Rahmat Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70609/jusifor.v5i1.8532

Abstract

This study evaluates the performance of the Information Technology services supporting the Case Tracking Information System (SIPP) at the Tasikmalaya District Court using the ITIL Service Operation framework. A qualitative interview-based approach was employed to assess incidents, service availability, and infrastructure conditions. The results show that SIPP still experiences recurring errors, system downtime, and synchronization issues, while incident handling remains reactive and undocumented. Escalation to national administrators is informal and lacks traceability, and infrastructure limitations further reduce system stability. Overall, the maturity level of IT services falls within the low-to-medium category, indicating the need for formal procedures, structured incident recording, and infrastructure improvements to enhance service reliability.
Co-Authors Helmy Dzulfikar Muhammad Rabil Wahid Rabbani Halim Natadireja Tiara Dwi Yogaputri