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All Journal International Journal of Artificial Intelligence Research
Jin-Mook Kim
Sun Moon University, South Korea
Computer Science & IT Electrical & Electronics Engineering

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The Development of ITSM Research in Indonesia: A Systematic Literature Review B.Herawan Hayadi; Husni Teja Sukmana; Eghar Shafiera; Jin-Mook Kim
International Journal of Artificial Intelligence Research Vol 5, No 2 (2021): December 2021
Publisher : STMIK Dharma Wacana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (631.666 KB) | DOI: 10.29099/ijair.v5i2.233

Abstract

IT Service Management (ITSM) is a framework used to support businesses by increasing IT service quality. Several studies have tried to examine the development of ITSM based on their respective interests. However, the development of ITSM in Indonesia has not been widely studied, such as the types of research that are most often investigated, what domains are often researched, the areas and types of companies being studied. The things above are the main objectives of this research. The method used in capturing data, screening, and analysis is the systematic literature review method. There are many findings obtained from this research. One of them is the domination of the service operation research area (45%) among other areas. Meanwhile, applied research had been researched quite consistently over the last five years. From these results,  it can be noticed that a deeper understanding of the synchronization between business and IT is needed. This is in accordance with the objectives of ITSM implementation so that future research is expected to provide balance in other areas, such as service strategy, design, transition, operation, and continuous service improvement.
Co-Authors B. Herawan Hayadi Eghar Shafiera Husni Teja Sukmana