<![CDATA[Expedition company “PT. VWX Semarang” has implemented an information system in its service activities. However, there may be incidents or disruptions during service activities that can reduce business performance and quality. The purpose of this study was to determine the incident management procedures that have been implemented and measure the maturity level of incident management based on the ITIL V3 framework and provide recommendations for improvement. Data was obtained using observation, interview, and questionnaire. Respondents in this study were users of the service system at expedition company The results of this study indicate that the maturity level of incident management is at level 3 (defined); it means the activity or business process has existed and has become a habit, but the improvement process has not been comprehensively structured. Recommendations for improvement based on the ITIL V3 framework are given to reach the maximum maturity level.Keywords: ITIL V3; information technology; incident management; maturity level Abstrak. Perusahaan ekspedisi PT. VWX Semarang telah telah menerapkan sistem informasi dalam kegiatan pelayanannya, meskipun begitu masih terjadi insiden atau gangguan yang dapat menurunkan performa dan kualitas layanan tersebut. Tujuan penelitian ini adalah menganalisis manajemen insiden pada Perusahaan ekspedisi untuk menentukan tingkat kematangan layanan teknologi informasi berdasarkan kerangka kerja ITIL V3. Data diperoleh dengan observasi, wawancara dan angket kepada pengguna layanan manajemen insiden. Hasil penelitian menunjukkan bahwa tingkat kematangan manajemen insiden berada pada level 3 (defined) yaitu aktivitas atau proses bisnis telah ada dan menjadi kebiasaan namun terstruktur proses perbaikan secara menyeluruh. Perbaikan atas layanan teknologi informasi diarahkan agar proses manajemen insiden terstruktur menjadi terinstitusi pada tingkat kematangan yang meningkat.Kata Kunci: ITIL V3; teknologi informasi; manajemen insiden; tingkat kematangan]]>
