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Journal : Jurnal Informatika

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

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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