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All Journal Seminar Nasional Aplikasi Teknologi Informasi (SNATI) Techno.Com: Jurnal Teknologi Informasi Elkom: Jurnal Elektronika dan Komputer Seminar Nasional Informatika (SEMNASIF) WARTA Emitor: Jurnal Teknik Elektro Khazanah Informatika: Jurnal Ilmu Komputer dan Informatika Computatio : Journal of Computer Science and Information Systems Compiler Jurnal Teknik Informatika (JUTIF) Emerging Information Science and Technology Proceeding ISETH (International Summit on Science, Technology, and Humanity) Jurnal Bakti Nusa Prosiding University Research Colloquium Mestro Shahih : journal of islamicate multidisciplinary The Indonesian Journal of Computer Science ABDIMASTEK Computing and Information System Journal Dedikasi Nusantara
Aris Rakhmadi
Universitas Muhammadiyah Surakarta
Religion Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mechanical Engineering Medicine & Pharmacology Social Sciences Other

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Journal : The Indonesian Journal of Computer Science

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A Conceptual Framework for Integrating SUS into ITIL: Enhancing IT Service Management Through Usability Evaluation Rakhmadi, Aris; Rochmadi, Tri; Azis, Abdul; Ayuningtyas, Astika; Sarmini; Wahyusari, Retno
The Indonesian Journal of Computer Science Vol. 14 No. 5 (2025): The Indonesian Journal of Computer Science
Publisher : AI Society & STMIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33022/ijcs.v14i5.4842

Abstract

Effective IT service management must combine operational excellence with seamless user experience in today's digital era. This paper introduces the Deployment and Integration Framework for Assessment (DIFA), a conceptual model that integrates the System Usability Scale (SUS) within the IT Infrastructure Library (ITIL) framework. ITIL offers a structured approach to aligning IT services with business objectives, while SUS provides reliable usability measurements from the user's perspective. By embedding SUS assessments throughout ITIL's lifecycle—spanning service strategy, design, transition, operation, and continual improvement—DIFA enables organizations to evaluate and enhance IT services' usability systematically. This integration bridges the gap between process efficiency and user satisfaction, supporting informed decision-making, improved service adoption, and better alignment with user needs. The findings highlight the strategic value of combining usability evaluation with ITIL's best practices, offering a sustainable and scalable pathway for organizations to deliver IT services that are both technically robust and intuitively user-friendly.
Co-Authors Abdul Azis Ady Purna Kurniawan Agus Triyono Aji, Doni Kurnia Aldino Kemal Adi Gumawang Anshori Anshori, Anshori Anton Yudhana Ariyanto, Ragil Ary Prasetya, Dedi Astika AyuningTyas, Astika Dienulloh Ulil Abshar, Muhammad Fadlillah, Umi Faqih Dzulqarnain, Muhammad Fatah Yasin Hartono, Susilo Ihsan Adi, Mahfud Ihsan Cahyo Utomo Iqbal Firdaus, Malvin Lukito Edi Nugroho Muchlas Muhammad Muhammad Nashif, Haidar Muhammad Syukri N Nugroho Novilia Purwita Putri Nurgiyatna Puspitasari, Yuliana Putri, Novilia Purwita Qanza, Aiza Fravy Ragil Ariyanto Rahmawati, Nila Dwi Ratnasari Nur Rohmah Rochmadi, Tri Rochmijatun, Siti Safiq Rosad Sarmini Sunardi Sunardi Ulva Erida Nur Rochmah Wahyusari, Retno Wulandari, Novita Desi Yusrifa, Khumaila Masfarina Yusuf Sulistyo Nugroho