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All Journal Syntax Jurnal Informatika Jurnal Eksplora Informatika JITTER (Jurnal Ilmiah Teknologi Informasi Terapan) JSiI (Jurnal Sistem Informasi) METHODIKA: Jurnal Teknik Informatika dan Sistem Informasi Jurnal Sistem Komputer & Kecerdasan Buatan Jurnal Digit : Digital of Information Technology Teknik: Jurnal Ilmu Teknik dan Informatika Prosiding Seminar Nasional Sisfotek (Sistem Informasi dan Teknologi Informasi) Gotong Royong
Marsani Asfi
Unknown Affiliation
Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mechanical Engineering Social Sciences

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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 AGUS Ananda Irfansyah Danang Haryuda Dea Meriyanti Denny Martha Devi, Silviana Diana Kholifah Nur A'Yuni Diding darisman Dwi Pasha Anggara Putra Fahrudin, Rifqi Fernando Valentino Feviyanti Tan Gagan Suganda Ika Widyastuti Ilwan Syafrinal Imas Mufti Indah Listiawati Josephine MDV Pattiasina Kuraesin, Sinsin Lena Magdalena Mesi Febima Muhammad Hatta Petrus Sokibi Priandini, Belfania Putri Agriza Nur Azizah Putri Ajeng Larasmanah Raden Muhamad Rama Poetra Ardiningrat Rahimah Ricky Perdana Kusuma Ridho Taufiq Subagio syifa ulkarim Tiara Eka Putri Uus Kusniati Wicaksono, Freddy