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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 Jurnal Ilmiah Ilmu Terapan Universitas Jambi Citra Delima Scientific journal of Citra Internasional Institute JuTISI (Jurnal Teknik Informatika dan Sistem Informasi)
Marcel Marcel
Unknown Affiliation
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Industrial & Manufacturing Engineering Nursing Public Health Social Sciences

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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.
INFORMAL COORDINATION AS SHADOW WORKFLOW: REWORK AND PROCESS FRICTION IN A SMALL FIRM IT ACCESS Marcel, Marcel; Marzuqi, Tubagus Ahmad
Jurnal Ilmiah Ilmu Terapan Universitas Jambi Vol. 10 No. 2 (2026): Volume 10, Nomor 2, April 2026
Publisher : LPPM Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jiituj.v10i2.53984

Abstract

This study examines how operational rework appears in internal access management in a small technology consulting firm in Jakarta, where work processes are still loosely organized. Using a mixed methods approach, the study reviewed 97 operational cases across six months and combined them with interviews with people directly involved in handling access issues. The analysis focused on access requests, password resets or account recovery, and escalations or handoffs, not general service complaints. The results show that the biggest burden comes less from the technical fix itself and more from three transition points: moving cases from WhatsApp to formal channels (41%), waiting for approval (48%), and handing cases to another person in charge (37%). Access requests faced the strongest approval barriers, while escalations and handoffs created the most repeated clarification, case transfers, and cases returning after they seemed finished. The interviews also show that WhatsApp often works as a shadow workflow: fast at the start, messy later when the initial context is not fully recorded, approvals depend on certain intermediaries, or a case looks closed even though the solution is only temporary. The novelty of this study lies in its practical view of rework through three layers, namely entry friction, processing friction, and closure distortion, along with a lightweight diagnostic that small companies can use to spot process waste without needing a complex evaluation system.
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