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Journal : Applied Technology and Computing Science Journal

Governance Capability Gap Analysis of SIMLITABMAS: A COBIT 2019-Based Evaluation Methodology and Literature Review Fina Amru Millati; Rahmat, Basuki; Muttaqin, Faisal
TEKNOLOGI DITERAPKAN DAN JURNAL SAINS KOMPUTER Vol 8 No 2 (2025): December
Publisher : Universitas Nahdlatul Ulama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/atcsj.v8i2.8460

Abstract

This study aims to evaluate and enhance the Information Technology (IT) governance capability of the SIMLITABMAS system using the COBIT 2019 framework. By integrating a literature study with a formal evaluation methodology, the research focuses its analysis on the Deliver, Service, and Support (DSS) domain, specifically DSS02 (Managed Service Requests and Incidents), DSS03 (Managed Problems), and DSS05 (Managed Security Services). Literature review results indicate that the DSS domain is a critical juncture in university digital services, which frequently encounters obstacles due to manual procedures. Capability measurement results reveal that SIMLITABMAS is currently at Level 3 (Defined) with a fulfillment rate of 75.2%. This finding confirms a one-level gap toward the target of Level 4 (Measured), driven by a high dependency on informal communication channels such as WhatsApp and low digital literacy among users regarding system manuals. As a strategic solution to bridge this gap, this study recommends the implementation of AI Chatbot technology as a 24/7 automated helpdesk. The integration of the COBIT 2019 methodology with this automation solution is proven to transform service governance from an ad-hoc stage toward a more standardized, secure, and quantitatively measurable support system to sustainably support institutional research productivity.
Co-Authors Abdurrahman, Nizar Abdurraman, Abdurraman Achmad Ali Muayyadi Achmad Junaidi Adi Laksono, Surya Adidaifa, Muhammad Fikri Adila, Ma’ratul Afandi, Azhar Agung Satrio Nugroho Agus Khumaidi Agus Supriyanto Agussalim, Agussalim Agussalim, Agussalim Ahmad Sugiana ajibekti, ari Akbar, Iqbal Imani Khoirul Akbar, Milad Nufal Akbar, Nugraha Malik Akbar, Refansya Rachmad Al Haromainy, M. Muharrom Alfian Muhajir Aminuyati Anak Agung Ayu Niti Wedayani Andreas Nugroho Sihananto Angga Rusdinar Anggraini Puspita Sari Anwar, Mochamad Saiful Aprilia, Salma Ardi Pramono Ardo, Sebastian Edric Arifin, Moehammad Riyadh Arifuddin, Asyima Aristya Nur, Dey Salwa Arrosyid, Muhammad Habib Arsatt, Maz Isa Ansyori Arum Prabowo, Galih Asmara, Hadhimulya Aspar, Hukmiyah Atsani, Nadhifah Azizah, Ratih Nuur Azmi, Naurah Arika Bagus Kantwa Abhimantra, Gede Basuki Rahmat Budi Nugroho Chandrasa Soekardi Desri Kristina Silalahi Dewi, NI Putu Wahyu Eastiya Dian Puspita Sari Dianita Wardani Diyasa, I Gede Susrama Mas Dyah Purwaningrum Elvira Sari Dewi Enoko, Ebby Dimiyan Erdian, Mochamad Aldyn Erixno, Oon Erlangga, Heri Erwin Susanto Eustachius Hagni Wardoyo Eva Yulia Puspaningrum Fachrezi, Ahriyad Fahanani, Agwin Fahmi Farahdiba, Idha Fariztia, Alifia Intan Fathoni, Jazimah Nur Fauzan Novriandy, Muhammad Febriano, Luis Figo Fetty Tri Anggraeny Fina Amru Millati Geofany, Shania Ardelia Hardiant, Excell Defry Hargianti Dini Iswandari Harliza, Baiq Fanindya Harsono Harsono Hartanto, Beni Haryanto, Wawan Hasan Hasan Hasanah, Hesti Dwi Puteri Henni Endah Wahanani Herawati, Yoshi Inne Hilman, Acep Humam, Anang Muh. Nufal Ida Ayu Eka Widiastuti Idhana, Ilham Ainur idhom, Mohammad Ima Arum Lestarini Indah Nurhidayati, Indah Indah Sulistyowati, Indah Indrayana, Yanna Indriyanti, Anggi Iqlima, Aisya Yafis Irsyad, Ananda Muhammad IRSYADI, FAKIH Irwan, Hadrian Irwan, Hadriani Islamy, Habiel Jales Saputra, Dewangga Jangkung Raharjo Karim, Mohammad Wafi Nabil Karmila Karmila karmila karmila Kartini Kartini Kharisma Bani Adam Khilda Afifah Kristianingrum, Niko Dima Kumara, Ghanendra Amru Kumboyono Kumboyono Kusminah, Imah Luluk Lestari, Ni Putu Sasmita linda mayasari, linda Lizard Sambawo Dimara, Denis Lukman, Dian Azizah M Darfyma Putra Makbul Muksar Masyhuri, Alif Syahda Adji Matalangi, Matalangi Maulana Herza, Fakhri Maulana, Asrul Maulana, Hendra Maulana, Muhammad Rafi Moh. Sidik Priadana Mohamad Ramdhani Mohede, Nadif Rayhan Julio Mudzakir, Mohammad Alfian Muhammad Muharrom Al Haromainy Muhammad Ridho Rosa Muhammad Risal, Muhammad Muhammad Zakiyullah Romdlony Mulyono Mulyono Munawwarah. M, St. Mustafid Mustafid Muttaqin, Faisal Muyasaroh Nadhifah, Umi Ngkolu, Nurmulia Wunaini Nisrina, Safira Fegi Nur Firmansyah, Taufik Nurchalifah, Jessenia Eldora Nurlaili, Afina Lina Nursyahada, Kesya Oktaviani, Avi Pangestu, Arif Fajar Paradiesta, Andi Frieskha Naurah Parlika, Rizky Pintaningrum, Yusra Praptiningsih, P Prasetyo, Edi Dwi Putra, AASM Meiswaryasti Putra, Handie Pramana R Rizal Isnanto R. Rizal Isnanto Rah Adi Fahmi Ginanjar Rahman, Daffa Sahrul Rahman, Moch. Aulia Ramadhan, Dimasfika Rizqi Ramadhani, Farah Rasjid, Azka Avicenna Ratantja Kusumajati, Fatwa Rendy Munadi Rijali, Muhammad Rinayati Rinayati Rizal Fahmi Romi Ermawan, Romi S Sudirman, S Sajiwo, Achmad Fauzihan Bagus Salsabila, Baiq Ghefira Rojwani Putri Salsabila, Tsania Zulfa Salsabilah, Andini Fitriyah Salsabilah, Maida Sania Samad, Mohammad Ardani Samsul Hadi Saputra, Nurman Sardjasasmita, Agi Sari, Cempaka Kumala Sari, Putu Suwita Sari, Putu Suwita Sari Sari, Wahyuni Kartika Savitri, Puti Amelia Setiawan, Yusuf Setyaningsih, Diva Ayu Simangunsong, Abednego Sinaga, Keysha Angelica Soedjarwo, Soedjarwo Sony Sumaryo Sri Sugiarti R, Eva Sri Wahyuning Sugeng Santoso Sugiyarto Sugiyarto Sulthan Ahmad Suryani, Elsa Indah Susrama Mas Diyasa, I Gede Swastirani, Astika Syadilla, Iryne Putri Syahputra, Chandra Wibawa Syarif, Darmiati Syihabuddin, Muhammad Tamba, Irpan Antonius T Taufiq, Riyadh Tsuru, Masato Ubai Dillah Umi Narimawati Untari, Lania Pradiva Viet Ha, Nguyen Wahyu Sulistya Affarah, Wahyu Sulistya Wahyuningsih, Pujianti Wardoyo, E. Hagni Widi Saputro, Tegar Wilson Silitonga, David Wulandari, Ikrawanty Ayu Wulandjani, Harimurti Yoga Pamungkas Susani