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All Journal Pendidikan Ekonomi Sinkron : Jurnal dan Penelitian Teknik Informatika The Indonesian Journal of Social Studies ENTITA: Jurnal Pendidikan Ilmu Pengetahuan Sosial dan Ilmu-Ilmu Sosial International Journal for Applied Information Management International Journal of Educational Review, Law And Social Sciences (IJERLAS) International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Kajian Moral dan Kewarganegaraan Edukasia: Jurnal Pendidikan dan Pembelajaran Jurnal Pengabdian Ibnu Sina Realible Accounting Journal JOSAR (Journal of Students Academic Research) Indonesian Journal of Science, Technology, and Humanities RESLAJ: Religion Education Social Laa Roiba Journal EduInovasi: Journal of Basic Educational Studies Jurnal Pendekar Nusantara International Journal of Geography, Social, and Multicultural Education (IJGSME) Jurnal Medika: Medika The Indonesian Journal of Computer Science Jurnal Kesehatan Marendeng Journal of Advances in Information Systems and Technology Journal of Digital Market and Digital Currency Jurnal Dialektika Pendidikan IPS
Sarmini
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Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary Other

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Journal : The Indonesian Journal of Computer Science

 1 
A Conceptual Framework for Integrating SUS into ITIL: Enhancing IT Service Management Through Usability Evaluation Rakhmadi, Aris; Rochmadi, Tri; Azis, Abdul; Ayuningtyas, Astika; Sarmini; Wahyusari, Retno
The Indonesian Journal of Computer Science Vol. 14 No. 5 (2025): The Indonesian Journal of Computer Science
Publisher : AI Society & STMIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33022/ijcs.v14i5.4842

Abstract

Effective IT service management must combine operational excellence with seamless user experience in today's digital era. This paper introduces the Deployment and Integration Framework for Assessment (DIFA), a conceptual model that integrates the System Usability Scale (SUS) within the IT Infrastructure Library (ITIL) framework. ITIL offers a structured approach to aligning IT services with business objectives, while SUS provides reliable usability measurements from the user's perspective. By embedding SUS assessments throughout ITIL's lifecycle—spanning service strategy, design, transition, operation, and continual improvement—DIFA enables organizations to evaluate and enhance IT services' usability systematically. This integration bridges the gap between process efficiency and user satisfaction, supporting informed decision-making, improved service adoption, and better alignment with user needs. The findings highlight the strategic value of combining usability evaluation with ITIL's best practices, offering a sustainable and scalable pathway for organizations to deliver IT services that are both technically robust and intuitively user-friendly.
Co-Authors Abdul Azis Abdul Khamid Agung Dwi Bahtiar El Rizaq Agus Suprijono Agus Suprijono AINUN NAFISAH Aminkun Imam Rafii Anita, Nur ANNA NOORDIA Ariningrum, Desrina Aris Rakhmadi Asnira Astika AyuningTyas, Astika Aswar Aswar BAYU SEGARA PUTRA, GEDE Budi Santosa Budiarto, Mochamad Kamil Budiman, Kholiq Catur Ambyah Budiono Cevy Amelia Chablullah Wibisono Chyntia Raras Ajeng Widiawati DEVI ANITA SARI Dilla Putri Liktaf DISCA AYU PANCA RISTNA Dominggas Talaksoru ENI FITRIA ENY ZUBAIDAH Fadila Kurniawati Fadratul Sharly Faturama, Rafi Fitri Sukmawati Gading Gamaputra Iman Pasu Marganda Hardianto Purba Javadi, Milad Jefferi bin Haji Mat Lazim , Mohamed Katon Galih Setyawan Khalid, Ferdila Khalimatus Sadiyah Kusmanto, Hari Lailatin Rohmatun Nisa Liza Rickiany Marzuqi, Muhammad Ilyas MAYA MUSTIKA KARTIKA SARI, MAYA Maya Richmayati Mufid, M. Khoirul Annas Waladul Muhammad Hilman Fikri Muhammad Ilyas Marzuqi Muhammad Sa’dii Fathir Muhammad Turhan Yani Mustika, Ita Mutmainnah Na'imah, Zaidatun Naila Mubarokah Nandawati, Almania NASUTION Ngaliman, Ngaliman NOFA ARIYANTI Nuansa Bayu Segara Nur Aisyah Nurpadila, Nurpadila Oksiana Jatiningsih Putri Hardina Pratiwi Putri, Angga Rahmanda, Lovita Rahmanu Wijaya Rani Safitri Manullang Ratih Tyas Arini Ratna Dewi Silalahi Rayessandi Raymond Raymond RISKHA PRISTIANA Rochmadi, Tri Rujianto Eko Saputro Satriawan, Bambang Septia Asri Silvia Mona Siti Maizul Habibah SLAMET SETIAWAN Sri Nuraeni Suci Ulamatullah, Tri Sugianto, Dwi Sukma Perdana Prasetya Sunarmi SUPRAPTO Suprijono , Agus Tinambunan, Hezron Sabar Rotua Tri Suci Ulamatullah ULTHUFNA KAUSARUL FITRIYA Wahyusari, Retno Warsono Wayan Catra Y Winda Oriza Safira Windayati, Diana Titik Yuanita Sidabutar Yunita, Ika Romadoni