<![CDATA[The development of information technology is driving digital transformation in various public service sectors, including regional library services. One form of implementation is the use of digital library applications that allow the public to access online book lending and reading services via smartphones. However, the implementation of digital library services still faces various operational obstacles that can affect the quality of service to users. This study aims to analyze service management and incident handling in the iBekasiKab digital library application using the COBIT 5 framework in the DSS02 (Manage Service Requests and Incidents) domain. The study used a descriptive method with an evaluative approach through analysis of user reviews and ratings on the Google Play Store platform for the period 2024–2026. A total of 19 relevant reviews were analyzed and classified based on the type of service problem experienced by users. The results showed that the most dominant problem was the failure of the book lending process, characterized by the appearance of a 404 error, amounting to 42.1% of the total findings. In addition, obstacles to digital book access, application bugs, and user access issues were found. Based on the analysis using the perceived capability level approach in the COBIT 5 framework, the DSS02 process is at Level 1 (Performed Process), which indicates that the service has been running but service management and incident handling have not been carried out optimally and consistently. The results of this study are expected to be used as evaluation material to improve the quality of information technology-based digital library application services.]]>
