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All Journal IAES International Journal of Artificial Intelligence (IJ-AI) International Journal of Advances in Data and Information Systems Green Intelligent Systems and Applications Makara Journal of Technology Masyarakat Berkarya: Jurnal Pengabdian dan Perubahan Sosial Masyarakat Mandiri: Jurnal Pengabdian Dan Pembangunan Lokal
Pamungkasari, Panca Dewi
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Integrating TOGAF 10 and ISO 20000-1:2018 for Digital Multi-finance Service Level Agreement/Mean Time to Repair improvements Destian, Bagus Resa; Pamungkasari, Panca Dewi
Green Intelligent Systems and Applications Volume 6 - Issue 1 - 2026
Publisher : Tecno Scientifica Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53623/gisa.v6i1.963

Abstract

Digital transformation in the multi-finance sector demands service architectures that are flexible, reliable, and scalable; however, misalignment between architectural design and operational execution often leads to weak service performance. This study proposes an integrated framework that combines TOGAF 10 artifacts with ISO/IEC 20000-1:2018 processes to systematically estimate Service Level Agreement (SLA) targets and reduce Mean Time to Repair (MTTR). Using a Design Science Research approach, the framework was implemented in a 14-month case study at PT XYZ Multi-finance. The resulting artifacts include a bidirectional traceability model linking business objectives to SLA and MTTR indicators, as well as an operability pattern catalog to support “design for operability.” The implementation delivered measurable operational improvements: MTTR decreased from a peak of 775 minutes to below 60 minutes, Mean Time to Detect (MTTD) was reduced by approximately 90%, SLA compliance increased to 99.7%, and incidents caused by manual configuration errors declined. These results demonstrate that integrating enterprise architecture design with service management processes can significantly improve service reliability and overall operational performance.
Co-Authors Achmad Pratama Rifai Akbar, Hafizh Naufaly Armaisya, Dimas Dwi Asfandima, Ilhan Alim Asif Awaludin Asrul Sani Azhiman, Muhammad Fauzan Babag Purbantoro Deni Yulian Destian, Bagus Resa Djoko Widodo Erina Rahmazani Farahdinna, Frenda Ferdiansyah Ferdiansyah Fitriany, Heni Ghina Rahma Gopal Sakarkar Heezen, Damy Matheus Huu Tho, Nguyen Ikhsan, Muhammad Ramadhan Ira Diana Sholihati Josaphat Tetuko Sri Sumantyo, Josaphat Tetuko Sri Lili Dwi Yulianto Muhammad Mustaqim Muhammad Rangga Muhammad Zahran Alfarizi Nagase, Yasuhito Nagase Nandila, Alisyafira Sayyidina Nguyen, Huu Tho Nur Hidayah, Camelia Nur Mayke Eka Normasari Penchala, Sathish Kumar Permana, Ari Prihatmaja, Dhonadio Aurell Azhar Purbantoro, Babag Sari Ningsih Setiawan, Kevin Stephen Sholihati, Ira Diana Tanaji, Irvantara Pradmaputra Ucuk Darusalam Widayaka, Elfady Satya Wijaya, Yunan Fauzi Wijaya