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Journal : Teknik: Jurnal Ilmu Teknik dan Informatika

Analisis Efektivitas Layanan M-Paspor Berdasarkan ITIL V3 pada Kantor Imigrasi Kelas I TPI Cirebon Putri Ajeng Larasmanah; Marsani Asfi; Agus
Teknik: Jurnal Ilmu Teknik dan Informatika Vol. 5 No. 2 (2025): Oktober : Teknik: Jurnal Ilmu Teknik dan Informatika
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi - Studi Ekonomi Modern

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51903/teknik.v5i2.910

Abstract

This study evaluates the effectiveness of M-Passport service management at the Immigration Office Class I TPI Cirebon using the ITIL V3 framework, focusing on Service Strategy and Service Operation. A quantitative approach was applied through observation, structured interviews, and questionnaires distributed to applicants and staff. Data were analyzed using Maturity Level assessment and GAP Analysis. The findings indicate that the M-Passport service has reached Level 4 (Managed) with an average score of 3.77, showing that processes are measurable, controlled, and consistently implemented. However, Incident Management remains at Level 3 (Defined) with the largest deviation from the expected level, while Problem Management, Request Fulfillment, and Business Relationship Management also show minor gaps. The study recommends strengthening incident handling procedures, enhancing communication strategies, improving applicants’ digital literacy, and increasing staff competencies. These improvements are expected to optimize ITIL V3 implementation and enhance technology-based public service delivery.
Co-Authors Ab., Ahmad Adella Rohma Daniar AGUS SETIAWAN Ahmad Alwi Sofyan Al-giffari Amir Machmud, Amir Andi Hasbi Anshari Nur, Muh. Nadzirin Apriani, Ayu Arisandi, Diki Asarif Asnawi, Nur Rahmah Aswari Atik Mardiati B, Herlinah Dadang Hikmah Purnama, Dadang Hikmah Debi Putri Serena Deva Ramadhan, Fadel Devi Dg Iji, Allein Erida Diah Anggeraini Hasri Diana Dewi Sartika, Diana Dewi Dini Suryanti Emi Masyitah Eni Ery Setyanegara Faisal Fauziah Hakim Febrianti, Eka Lia Ferdinan Tambing Ferzi, M. Alta Tetra Firmansyah Putra Gilang Wiranda Goeltom, Andar Danova L Habibul Akram Halim, Nur Hasanah, Nurlaila IBNU SANI Irawan Irfandi Irwandi Isabella, Amelia Jailani, Kurnia Jayawarsa, A.A. Ketut Johan, Dasman Joko Joni Firmansyah Junaedy khuzaini, Khuzaini Kristiandi, Kiki Kurniasari, Megawati Kusumawardani, Sagita Lailatul Mukaromah M IRFAN, M M. Yusuf Mahmuddin Mahmuddin Mardhatillah Marsani Asfi Mawardi Djamaluddin Meli Muchlian, Meli Mentari Merdekawati, Dewi Minggusta Juliadarma Mogi, Gabriela Mohamad Erihadiana, Mohamad Muh Kasim Muh Yahya Muhammad Muhammad Alfa Sikar Muhammad Arif Hardiman MUHAMMAD DINAR Muhammad Fitriadi Muhammad Hasan Muhammad Yassir Muhammad Yusran Muslim Marpaung Nasution, Khasanah Rina Puspita Noviyanti Soleman Nur Ilmiah Rivai Nur Rahmah Asnawi Nurhafisa, Eysi Nurhidayat PAREZA ALAM Pebrianti, Nurzalina Poke, Andi Alif Rahmatullah Putri Ajeng Larasmanah Rambe, Muhammad Rahman REZA FAHLEVI Rezki Amaliyah AR Rudiansyah, Febrika Rukin, Rukin Saeful Rohman Saifudin Salianda Sari Rahayu Rahman Siti Kadariah Suryadiputra Liawatimena Syahrial Shaddiq Tamrin Taher Thamrin Tahir Tuti Supatminingsih Vivi Putri, Meylia Wailissa, Abd Rauf Yulia