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All Journal JURNAL SISTEM INFORMASI BISNIS Bulletin of Electrical Engineering and Informatics Bulletin of Electrical Engineering and Informatics Prosiding SNATIKA Vol 01 (2011) Jurnal Sistem dan Informatika Journal of Information Systems Engineering and Business Intelligence Bulletin of Electrical Engineering and Informatics Proceeding of the Electrical Engineering Computer Science and Informatics Jiko (Jurnal Informatika dan komputer) MULTINETICS Jutisi: Jurnal Ilmiah Teknik Informatika dan Sistem Informasi Jurnal Pengabdian kepada Masyarakat Nusantara J-Icon : Jurnal Komputer dan Informatika Khazanah Informatika : Jurnal Ilmu Komputer dan Informatika
Eva Hariyanti
Program Studi Sistem Informasi Fakultas Sains Dan Teknologi, Universitas Airlangga
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Social Sciences

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Journal : JURNAL SISTEM INFORMASI BISNIS

 1 
Manajemen Masalah Teknologi Informasi Berdasarkan Kerangka Kerja ITIL V3 dan COBIT 5 Effendy, Faried; Hariyanti, Eva
JSINBIS (Jurnal Sistem Informasi Bisnis) Vol 8, No 2 (2018): Volume 8 Nomor 2 Tahun 2018
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (378.741 KB) | DOI: 10.21456/vol8iss2pp157-165

Abstract

In this study, we attempted to develop Information Technology (IT) document of problem management for the export company. This document used as guidance for the company’s employees to manage IT problem. Not every company's IT division has IT problem management strategy, the priority of problem-solving is usually done by the First In first out (FIFO) method by not considering the impact and the problem urgency. COBIT 5 and ITIL V3 DSS03 related to Problem management were used as standards to review and benchmark on how problem management activities should be done. The output of this research is a Standard Operating Procedure (SOP) document. The Problem management SOP document consists of three stages, the first stage is the preparation of  SOP with 5 sub-stages, namely: list activity of ITIL V3 and COBIT 5 DSS03, mapping activity of ITIL V3 and COBIT 5 DSS03, verification of company new activities, mapping of activity actor based on RACI DSS02 and mapping of workproduct. The second stage is the adjustment of SOP documents with 2 sub-stages, namely: interviews for identification of needs and mapping of activity actor with the company's organizational structure. The third stage is the verification of SOP documents. The SOP documents contain 11 procedure with five actors. Overall SOP document can eventually become a reference for the company to manage IT problem. 
Performance Analysis of Information Technology Services in Higher Education using COBIT 2019 Hariyanti, Eva; Nuzulita, Nania; Ranandha, Muhamad Erza; Indari, Ima Tri
Jurnal Sistem Informasi Bisnis Vol 15, No 1 (2025): Volume 15 Number 1 Year 2025
Publisher : Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/vol15iss1pp45-51

Abstract

Higher education institutions increasingly leverage information technology (IT) to improve their services. IT services are crucial in managing and supporting students, faculty, and staff. As IT governance evolves, measuring performance to identify potential service delivery issues becomes essential. This research adopts the COBIT 2019 framework, particularly the Deliver, Service, Support (DSS) domain, as a structured approach to assessing IT services' capability and maturity levels at a public university in Indonesia. The research methodology involves identifying measurement areas, collecting data, evaluating capability and maturity levels, validity testing, and providing recommendations. The study results show that the IT service maturity level of the university related to management practices in managed operations (DSS01), managed service requests and incidents (DSS02), and managed problems (DSS03) has reached level 3. Five activities in the IT service management have not been performed optimally: monitoring incidents and problems to improve task reliability, integrating key internal IT processes with outsourced service providers, comparing measures and plans with insurance policy requirements, evaluating physical modifications to IT sites to re-evaluate environmental risks, and including review knowledge in the service review meeting with the business customer. The validity results indicate that most of the measurement results align with the actual conditions of IT services, with an average validity score of 4.14. This study suggests specific improvements related to those five activities feasible for the university to implement to enhance its IT services.
Co-Authors Ananda E S Setyadji Anggreni Annisa Rahma Putri Arief R R Putrananda Arthalia, Arthalia Arum Tiyas Handayani Ayundha Puspadini Badrus Zaman Bagus Puji Santoso Daffa H Permadi Dandy Pramana Hostiadi Endah Purwanti Eto Wuryanto Faried Effendy fatimah Fatimah Fatonah, Nenden Siti Fikri Maulana Aziz Fildzah Akhlaqulkarimah Goyayi, Maria Lauda Joel Husna, Oktavia Intifada I Made Darma Susila Ibadillah, Ibnu Ibnu Ibadillah Iin Mardiyana Indari, Ima Tri Indra Kharisma Raharjana Irene Realyta Halldy Trosi Tangkawarow Junairiah Junairiah Kharristantie Sekarlangit Suryadewi Made Balin Janeswari Malvin Mikhael Moningka Manik Prasanthi Bendesa Mohammad Yazdi Pusadan Mukhammad Ilham Nur Faizin Mukhammad Ilham Nur Faizin, Mukhammad Ilham Nur Nania Nuzulita Naurah Hedy Pramiyas Nayottami, Inten Bajra Novia Nurhasanah Arrasyid Nurjanah, Endang Nyoman Agus Arya Dwija Sutha Oxy Setyo Hapsari Paradista , Mirtha Aini Purbandini Soeparman, Purbandini Purbandini, Purbandini Rais I Nustara Ranandha, Muhamad Erza Reyhan B Pratama Shabirina, Detria Azka Tegar A Masyhuda Utomo, Bagus Satriawan Wahju Utomo, Bagus Satriawan Wahju Yahrani, Fakhrana Almas Syah Yohanes Priyo Atmojo Yohannes Alexander Agusti Sinaga