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All Journal Jurnal Teknik Mesin, Industri, Elektro dan Informatika
Jodi Putra Aljabbar
Universitas Multi Data Palembang
Computer Science & IT Electrical & Electronics Engineering Industrial & Manufacturing Engineering

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Analisis Maturity Level Layanan SP4N-LAPOR! menggunakan Framework ITIL v4 pada Dinas Komunikasi dan Informatika Provinsi Sumatera Selatan Jodi Putra Aljabbar; Arif Yulianto
Jurnal Teknik Mesin, Industri, Elektro dan Informatika Vol. 5 No. 2 (2026): Jurnal Teknik Mesin, Industri, Elektro dan Informatika
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jtmei.v5i2.6095

Abstract

This study aims to evaluate the maturity level of SP4N-LAPOR! service management at the Department of Communication and Informatics of South Sumatra Province using the ITIL v4 framework, focusing on Incident Management, Problem Management, and Continual Improvement. A mixed-methods approach was applied, combining interviews, observations, and structured questionnaires involving 10 respondents, including staff and process owners responsible for managing SP4N-LAPOR! services. The results indicate that the service maturity level is at Level 4 (Managed), meaning that processes are implemented and monitored, but they are not yet fully optimized. Key areas needing improvement include the standardization of procedures, completeness of documentation, and consistent application across all service activities. These findings highlight that while the department has a structured approach, continuous evaluation and refinement are necessary to enhance service quality. Strengthening procedural standardization and maintaining thorough documentation can support better alignment with ITIL v4 best practices. Overall, improving these areas is expected to increase efficiency, reliability, and user satisfaction in SP4N-LAPOR! service management, contributing to more effective public service delivery and continuous service improvement within the organization.  
Co-Authors Arif Yulianto