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All Journal Seminar Nasional Aplikasi Teknologi Informasi (SNATI) Teknik dan Ilmu Komputer Jurnal Edukasi dan Penelitian Informatika (JEPIN) Journal of Computer Science and Informatics Engineering (J-Cosine) Jurdimas (Jurnal Pengabdian Kepada Masyarakat) Royal Journal of Information Systems and Informatics Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Ekonomi dan Bisnis Kontemporer Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen International Journal of Applied Business and International Management Citra Delima Scientific journal of Citra Internasional Institute JuTISI (Jurnal Teknik Informatika dan Sistem Informasi)
Marcel Marcel
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Nursing Public Health Social Sciences

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Journal : Journal of Information Systems and Informatics

 1 
Enhancing IT Change Management through Communities of Practice and Social Learning: A Case Study at a University Marcel, Marcel; Kristiani, Evelline; Mudita, Damida Shu
Journal of Information System and Informatics Vol 6 No 2 (2024): June
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v6i2.781

Abstract

As information technology (IT) is taking over numerous aspects of our lives, handling IT changes becomes more and more urgent for the higher education institutions. The study that aims to explore the influence of social learning within a Community of Practice (CoP) in IT change management at the University X in Jakarta was conducted. Through a case study approach that involves document analyses, semi-structured interviews, and participant observations, it was shown the pivotal role of CoPs in facilitating the IT changes by promoting social interaction and collaboration. The CoP can help to find the problem early and build a risk-reduction plan around it. This research finds that despite challenges maintaining consistent procedures, inter-departmental coordination, and the necessity of broadened training and communication, integrating CoPs with COBIT 2019 principles can offer a unified approach to IT transformation for the universities. The integration will allow universities to have better plan around changes in technology and offers practical examples for other higer education institutions.
Enhancing Organizational Learning through Social Media: Insights from Social Learning Theory Marcel, Marcel; Kristiani, Evelline; Mudita, Damida Shu
Journal of Information System and Informatics Vol 6 No 3 (2024): September
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v6i3.843

Abstract

This qualitative case study investigates social media and its effect on organizational learning within a technology manufacturing company. Seven participants, including a general manager and IT specialist, team leaders, frontline managers, and an HR coordinator, were interviewed through semi-structured interviews to get insights on the use of social media for organizational learning. The finding indicated that social media learning effectiveness is constrained by poor governance, lack of consistent leadership support, and technological enablers. There also are cultural challenges to overcome, such as generational differences and differing levels of digital literacy. By outlining the significant factors that need to be addressed for technology manufacturers to incorporate social media into their learning strategies fully, this study provides valuable practical advice on using social media for best organizational learning. For successful integration, the study indicates that strategic alignment and better digital literacy should exist. Future research should explore how these barriers might be overcome and test different social media approaches in various organizational contexts.
Improving IT Service Management (ITSM) Capability in Small Application Development Firms Using FitSM: A Case Study Integrated with Socio-Technical Systems Theory Kristiani, Evelline; Marcel, Marcel
Journal of Information System and Informatics Vol 6 No 4 (2024): December
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v6i4.904

Abstract

This paper looks at how the FitSM framework, together with Socio-Technical Systems (STS) theory, can help improve IT Service Management (ITSM) in a small software development firm. Limited resources often cause small businesses to manage services inefficiently, which leads to inconsistent delivery and dissatisfaction among clients. The study focuses on a single software company in Jakarta, where ITSM processes like incident management, change management, and configuration management were assessed. The research involved interviews with key staff, an evaluation of current practices, and a gap analysis to identify areas needing improvement. The results show that most processes are at an early stage, with some progress in Configuration Management. By using FitSM’s structured approach and addressing teamwork and communication issues through STS theory, the company can improve service reliability and efficiency. The study concludes that combining FitSM with socio-technical principles provides a practical solution for small companies to enhance their ITSM practices and overall service quality.
Enhancing IT Service Desk for Hybrid Work: Insight from a TOE and TTF Case Study Marcel, Marcel; Aotearoa, Garpepi Hanief
Journal of Information System and Informatics Vol 7 No 1 (2025): March
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i1.971

Abstract

Adopting hybrid work has brought new challenges of IT service desks in small companies with limited resources. This study focuses on a software company in Jakarta with 15 employees, exploring how its size influences the ability to resolve issues, manage tickets, and keep both remote and on-site staff satisfied. Utilizing the Technology-Organization-Environment (TOE) Framework and the Task-Technology Fit (TTF) Model, we investigated ticket records, surveyed 13 employees, and conducted group discussions for deeper analysis. On average, the initial response time was 3.5 hours, but remote staff often faced slower resolutions, averaging 3.8 hours compared to 3.2 hours for on-site employees. The most common problems were connectivity issues, which made up 40 percent of tickets, and login and access challenges, which made up 30 percent. Feedback from a Survey indicated moderate satisfaction with most ratings between 3 and 4 on a 1–5 scale, with gaps in communication and guidance, particularly for remote workers being identified. We suggest refined troubleshooting, enhanced communications, and simplified tracking methods for monitoring issues (real time) to overcome these challenges. These improvements may allow small businesses to make the most of IT support, minimize recurring issues and better accommodate hybrid workplace needs.
Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in Jakarta Marcel, Marcel; Azhar, Nur Chalik
Journal of Information System and Informatics Vol 7 No 2 (2025): June
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i2.1081

Abstract

This research investigates contextual ITSM adaptation across educational levels through a comparative case study of a university and secondary school in Jakarta. Using qualitative methodology with interviews, observations, and document analysis, we examined implementation patterns at University X (5,000 students, 12 IT staff) and SMA Y (450 students, 2 IT staff). Results show universities achieved semi-formal ITSM maturity levels 2-3 while secondary schools operated at pragmatic levels 1-2, reflecting resource disparities where universities allocated 4% versus 1.5% of operational budgets to IT services. Key findings reveal persistent perception gaps where academic staff predominantly view IT as "repair function" rather than strategic service, with most service requests still submitted through informal channels instead of standardized procedures. Three primary implementation challenges emerged: resource limitations, structural complexity, and cultural resistance. Based on these findings, we propose a phased transformation model (Stabilization, Standardization, Development) accommodating "layered maturity" - allowing institutions to operate at different maturity levels across ITSM domains rather than uniform advancement. This research contributes a contextual ITSM implementation framework bridging industry standards with educational realities, providing practical guidance for institutions balancing digital transformation aspirations with resource constraints, particularly relevant for developing countries facing similar educational technology challenges.
A Novel UX-Centered ITSM Framework for Technology Startups: Beyond Traditional Service Management Marcel, Marcel; Marzuqi, Tubagus Ahmad
Journal of Information System and Informatics Vol 7 No 2 (2025): June
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i2.1118

Abstract

This research explores the integration of User Experience (UX) principles into IT Service Management (ITSM) frameworks within resource-constrained B2B SaaS technology startups. Through a comprehensive qualitative case study methodology involving semi-structured interviews with seven stakeholders, participatory observation across 12 sessions, and systematic document analysis at a Jakarta-based startup serving SMEs, we uncovered a critical paradox: companies selling superior UX solutions to clients often neglect these principles in internal IT management. The primary contribution is a novel adaptive UX-Centered ITSM conceptual model featuring three interconnected layers: Core Principles, Implementation Domains, and Operational Elements, designed for incremental implementation based on startup capacity. Unlike rigid existing ITSM frameworks, this model introduces a prioritized approach with "Must Have," "Should Have," and "Can Be Added" categorizations specifically tailored for startup contexts. The research identified five contextual factors influencing implementation: organizational culture, leadership structure, resource limitations, team dynamics, and SME client characteristics. Findings reveal that UX-centered ITSM not only addresses internal operational challenges but creates strategic alignment between internal practices and external value propositions, forming the foundation for market credibility and business sustainability. This framework provides startup managers and IT practitioners with an actionable roadmap for transforming ad-hoc internal systems into user-centered services that support operational excellence while enhancing competitive positioning in digital transformation markets.
Building Digital Trust in Jakarta’s Micro and Small Enterprises: From Awareness to Adaptation Marcel, Marcel; Monica, Katherin
Journal of Information System and Informatics Vol 7 No 3 (2025): September
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i3.1246

Abstract

Digital transformation opens many opportunities for micro, small, and medium enterprises (MSMEs) while also creating new challenges in security and trust. This study examines how MSMEs in Jakarta build digital trust through basic information security practices using a mixed-method approach. A survey involving 30 MSMEs showed that 70 percent of respondents understood the importance of strong passwords and 80 percent were aware of phishing risks. However, only 40 percent used two-factor authentication and 20 percent followed formal security guidelines. Interviews with ten business owners revealed that awareness often develops after personal experiences with fraud, while adaptive strategies such as self-learning, small internal training sessions, and the use of built-in security tools help them cope with limited knowledge and resources. The integration of quantitative and qualitative findings resulted in a conceptual model of incremental digital trust adaptation that progresses through awareness, practical adaptation, and gradual governance. Theoretically, the model explains digital trust as a continuous and context-based process within MSMEs. Practically, it provides guidance for governments, business associations, and digital platforms in creating simple, scalable, and realistic programs to strengthen the digital resilience of small enterprises.
A Lightweight ITSM Framework for Balancing Service Value and Cost Efficiency in Digital MSMEs Marcel, Marcel; Alexander, Jessica
Journal of Information System and Informatics Vol 7 No 4 (2025): December
Publisher : Asosiasi Doktor Sistem Informasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63158/journalisi.v7i4.1301

Abstract

This study explores how Indonesian Micro, Small, and Medium Enterprises (MSMEs) manage IT services with limited staff and budgets, proposing that a simpler, lightweight approach to IT service management (ITSM) is more suitable for this context. A mixed-method case study was conducted with four MSMEs in Greater Jakarta—two technology-based and two non-technology-based. Key performance indicators such as response time, downtime, and customer satisfaction were derived from service logs and customer ratings, while semi-structured interviews with owners and staff were analyzed for recurring themes. Results revealed that non-technology-based MSMEs achieved a median response time of 12.5 minutes and an average satisfaction score of 4.55, while technology-based MSMEs had a median response time of 1.8 hours and an average score of 3.95. Technology firms logged approximately seven hours of downtime per month, compared to 1.5 hours in non-tech firms, indicating a trade-off between faster responses and higher satisfaction at the cost of less systematic documentation and control. All MSMEs utilized freemium SaaS tools, marketplace dashboards, limited-service hours, and no dedicated IT staff to minimize costs. The study proposes a lightweight ITSM framework and checklist, adaptable with free tools, for use in MSME incubators and support programs, advancing ITSM literature for resource-constrained businesses.
Co-Authors Alexander, Jessica Amelia, Fitra Amyou Amyou Aotearoa, Garpepi H. Aotearoa, Garpepi Hanief Arman Arman Azhar, Nur Chalik Bakkara , Gegorius Cristian Candra, Nicholas Kisu Christian, Juan Christian, Neil Cynthia Hayat Cynthia Hayat Derry Susilo Endi Putro Erick, Erick Fang, Loh Yi Heriyanto Heriyanto Herman Nurtjahjo Jeffry Jeffry Kee, Daisy Mui Hung Kristiani, Evelline Kristiyani , Wenny Lai, Agnes Cynthia Laksono, Abdi Suryo Marzuqi, Tubagus Ahmad Mengjiao, Liu Monica, Katherin Mudita, Damida Shu Nicolaas, Leslie Patricia Calindra Perangin Angin, Prasasti Ping, Kory Keith Pratama, Dimas W. Purwati, Diah Indah Putra, Andiko Damar Putratama, Andhika Putri, Intan Triana Rajkawel Rajkawel Ramulia, Kevin Rianto Nurcahyo Rifani, Rifani Setiawan, Theodorous Stevanus Vin Cent Yi, Low Xin Yudhi Windarto Zein, M. I. Mahavira