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All Journal Information Technology and Telematics Dinamik JURNAL SISTEM INFORMASI BISNIS Pixel : Jurnal Ilmiah Komputer Grafis Elkom: Jurnal Elektronika dan Komputer Jurnal Informatika Scientific Journal of Informatics Proceeding SENDI_U Sinkron : Jurnal dan Penelitian Teknik Informatika IKRA-ITH Informatika : Jurnal Komputer dan Informatika JURNAL TEKNIK INFORMATIKA DAN SISTEM INFORMASI Jurnal Sisfokom (Sistem Informasi dan Komputer) Jurnal Teknik Informatika UNIKA Santo Thomas INTECOMS: Journal of Information Technology and Computer Science IKRA-ITH ABDIMAS J-SAKTI (Jurnal Sains Komputer dan Informatika) Jurnal Ilmiah Galuh Justisi Jurnal Pengabdian Masyarakat: Darma Bakti Teuku Umar Dinamika Informatika: Jurnal Ilmiah Teknologi Informasi J-SAKTI (Jurnal Sains Komputer dan Informatika) JITSI : Jurnal Ilmiah Teknologi Sistem Informasi Journal of Community Development and Disaster Management Jurnal Teknik Informatika Unika Santo Thomas (JTIUST) Jurnal Teknologi Sistem Informasi Jurnal Pengabdian Masyarakat Intimas (Jurnal INTIMAS): Inovasi Teknologi Informasi Dan Komputer Untuk Masyarakat Jurnal Abdimas Musi Charitas Jurnal Abdimastek (Pengabdian Masyarakat Berbasis Teknologi) Kesatria : Jurnal Penerapan Sistem Informasi (Komputer dan Manajemen)
Novita Mariana
Universitas Stikubank
Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Library & Information Science Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : Jurnal Informatika

 1 
Evaluasi Integrasi ITIL dan COBIT 5 untuk Manajemen Layanan TI ICRM+ Kusuma Ayu, Karisma; Utomo, Agus Prasetyo; Mariana, Novita
Jurnal Informatika Vol 25 No 1 (2025): Jurnal Informatika
Publisher : Institut Informatika Dan Bisnis Darmajaya

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study evaluates the effectiveness of integrating ITIL and COBIT frameworks in enhancing IT service quality in the "ICRM Plus" application and supporting organizational strategic goals. Data were collected through user surveys, measuring the consistency and variance in perceptions of service quality. The results indicate that the integration is not fully effective, with overall perceptions being neutral to slightly positive, suggesting significant room for improvement. Key areas requiring attention include strategy communication, incident response, and continuous service improvement. Statistical analysis of mean scores and standard deviations highlights inconsistencies in implementation and communication, which may hinder optimal support of IT services towards strategic objectives. The study emphasizes the importance of better coordination and consistent standard application across departments. Practical implications suggest the need for improvements in IT service management to achieve higher service quality. Future research could explore deeper correlations and conduct longitudinal studies to assess the impact of the recommended improvements.
Sistem Informasi Monitoring dan Evaluasi Kinerja Service Center Menggunakan Performance Dashboard Pradana, Kelvin; Utomo, Agus Prasetyo; Mariana, Novita
Jurnal Informatika Vol 24 No 2 (2024): Jurnal Informatika
Publisher : Institut Informatika Dan Bisnis Darmajaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30873/ji.v24i2.635

Abstract

This research focuses on the development of a performance dashboard application to measure Key Performance Indicators (KPIs) such as the Customer Satisfaction Index (CSI) and Net Promoter Score (NPS). The main issue is the inaccurate measurement of customer satisfaction, making it difficult for management to make the right decisions in designing business strategies. The system development methodology is the Rapid Application Development (RAD) approach, which allows for quick and efficient application development. This system enables the company to effectively monitor and analyze performance data that can aid in better decision-making. With the information provided by this system, the company can adjust its business strategies to improve customer satisfaction, increase loyalty, and achieve its business goals. The research findings show that this dashboard system can provide more accurate insights into customer satisfaction and loyalty, which in turn helps the company improve service performance, address weak areas, and plan more measurable strategic steps to effectively achieve business goals
Co-Authors Abdul Manan, Muhammad Musyahya Achmad Fauzi Adhe Indah Cahyani Adi Suliantoro Agus Prasetyo Utomo Aji Priyambodo Anisi, Yunus Aquinia, Ajeng Ardan Muchammad Arief Jananto Azhari, Lukman Beta Noranita Budilaksono, Sularso Ceacilia Srimindarti Chandra Devi, Bella Dewi Handayani Dewi Handayani Untari Ningsih Dwi Budi Santoso Effendi, Maya Syafriana Eko Nur Wahyudi Elsa Monika Affiani Endang Lestariningsih Ferdiana Kartika Putri Fitika Andraini Fratiwi, Dian Harris Surya Ardiansyah Hersatoto Listiyono Irfan Ismail Sungkar Istna Mar`atul Khusna Isworo Nugroho Isworo Nugroho Jupriyanto Jupriyanto, Jupriyanto Kais, Kailana Al Kasmari . Kevin Aqila Artama Kristophorus Hadiono Kusuma Ayu, Karisma Lailatul Irvana Lie Liana . Mahardani, Irna Mahpud, Mahpud Malik, Rizky Raihan Muchammad, Ardan Muhammad Syarif Hidayat, Muhammad Syarif Murti, Hari Novasanda Kartika Putra Al-amin Novasanda Kartika Putra Al-amin Pancawati Hardiningsih Pangestu, Galang Aji Pradana, Kelvin Pradana, Muhammad Iqbal Putri, Goldiffa Novinda R. Soelistijadi Rahmat Gernowo Rara Sri Artati Redjeki Rara Sriartati Redjeki Retnowati Retnowati Rina Candra Noor Santi RISANG ADI PUTRAWAN, YOSSIE Sari, Ranti Nurmala Sulastri Sulastri Sulastri Sunardi Sunardi Suwarno, M.Anno Suwartane, I Gede Agus Taufik Hidayat Teguh Khristianto Tri Arianto Tri Devi Anti Tri Devi Anti Utomo, Agung Prasetyo Wismarini, Th Dwiati Yohanes Suhari