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All Journal Jurnal Ilmiah Soulmath : Jurnal Edukasi Pendidikan Matematika JITK (Jurnal Ilmu Pengetahuan dan Komputer) PROCESSOR Jurnal Ilmiah Sistem Informasi, Teknologi Informasi dan Sistem Komputer Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Jurnal E-Bis: Ekonomi Bisnis Coopetition : Jurnal Ilmiah Manajemen JURPIKAT (Jurnal Pengabdian Kepada Masyarakat) Quantitative Economics and Management Studies Jurnal Ilmiah Manajemen dan Ilmu Sosial : Co-Management Journal of Applied Accounting And Business (JAAB) Journal of Trends Economics and Accounting Research Jurnal Sistem Informasi Triguna Dharma (JURSI TGD) International Journal Administration, Business & Organization Padma: Jurnal Pengabdian Kepada Masyarakat LOKATARA SARASWATI JURNAL PENGABDIAN KEPADA MASYARAKAT (ADI DHARMA) Jurnal Informatika dan Rekayasa Komputer Jurnal Ekonomi Manajemen Bisnis dan Akuntansi Jurnal Pengabdian Masyarakat Unama Indonesian Journal of Strategic Management (IJSM)
Gunardi
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Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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SCRUM AND ITIL-BASED SUPPORT SYSTEM DESIGN AND IMPLEMENTATION AT RAPHA THERESIA HOSPITAL Kasrizal; Sharipuddin; Devitra, Joni; Gunardi
JITK (Jurnal Ilmu Pengetahuan dan Teknologi Komputer) Vol. 11 No. 3 (2026): JITK Issue February 2026
Publisher : LPPM Nusa Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33480/jitk.v11i3.7004

Abstract

This research addresses the challenges of manual IT service management at Rapha Theresia Hospital, where existing processes lacked systematic tracking and reporting, leading to operational inefficiencies. The purpose was to design and implement a web-based IT support system for systematic documentation of IT requests and repairs, integrating the Scrum agile development methodology with the ITIL framework, and enabling comprehensive IT performance reporting for management evaluation. The study employed a hybrid methodological approach, combining Scrum for iterative development and ITIL for robust service delivery. Research methods included problem identification, and iterative implementation across four sprints with defined Service Level Agreements (SLAs). Rigorous User Acceptance Testing (UAT) validated the system's functionality. Results show successful implementation of a centralized system managing IT requests, assets, and reports, significantly improving operational efficiency, service reliability, and fostering data-driven decision-making. The system enhanced coordination, transparency, and accelerated service resolution within the IT team.
Co-Authors Abdul Haris Abdul Haris Agus Rahayu Aisyah yulianti, Rini Ananda Dstari, Dwi Ane Sachintania Aninda Safirah Asyhadi, Ahmad Ayu, Dinka Baehaqi Beni Irawan Beni Irawan Borroek, Maria Rosario De Keizer, Hendriady Devi Fujianti Dewi Mulyati, Dewi Dyah Bayu Framesthi ENDRI ENDRI Euis Bandawaty FA Bambang Fachry Abda El Rahman Fadhilah, Jihan Feranika, Ayu Ghea Permata Rizky Gunardi Gunardi Halim, Fransiska Atrik Husan Fauzi, Adi Hutahaean, Limbert Idah Rosidah Jasmir Joni Devitra, Joni Kartikaningsih, Dewi Karyadi Kasrizal kesumah, priatna Lili Adi Wibowo Linda Wulandari, Linda MARDIANA Mialasmaya, Siti Mujiani, Sari Murweni, Ira Noka, Isara Abda Nugraha Nugroho , Agus Nurhayati Nurhayati Nurriyah, Iqlima Patresia, Erin Perwito, Perwito Raihan, Fikri Ramdani Rakasiwi, Gama Resita Rahmadani Rianti Agustini, Silvia Riky Faza RINA PERMATASARI Riza Pahlevi, Riza Rizki Maulana Rohaini, Eni Ronald Rosario, Maria Sharipuddin Siti Patonah Sugianto Ikhsan SUGIYANTO Sunaryo Turyandi, Itto Veranita, Mira WAHYUDI Wahyudi Wahyudi Wahyudi Wahyudi Yani Ramdani Yorita Astri, Lola Yossinomita Yudhistira, Reynaldi YUSUF, RAMAYANI