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All Journal Jurnal Simetris Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) International Journal of Artificial Intelligence Research Dinamisia: Jurnal Pengabdian Kepada Masyarakat Conference SENATIK STT Adisutjipto Yogyakarta Angkasa: Jurnal Ilmiah Bidang Teknologi Compiler KACANEGARA Jurnal Pengabdian pada Masyarakat Building of Informatics, Technology and Science JISKa (Jurnal Informatika Sunan Kalijaga) International Journal of Engineering, Technology and Natural Sciences (IJETS) Community Development Journal: Jurnal Pengabdian Masyarakat Journal of Innovation Information Technology and Application (JINITA) Journal of Computer Networks, Architecture and High Performance Computing Journal of Applied Data Sciences International Journal for Applied Information Management Formosa Journal of Multidisciplinary Research (FJMR) Indonesian Journal on Data Science Jurnal Pengabdian Widya Dharma The Indonesian Journal of Computer Science
Astika AyuningTyas, Astika
Institut Teknologi Dirgantara Adisutjipto, Yogyakarta
Aerospace Engineering Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mechanical Engineering Public Health Social Sciences Other

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Journal : The Indonesian Journal of Computer Science

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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 Adetya Dyas Saputra Agus Basukesti Agus Basukesti, Agus Agustian, Harliyus Ahmad Ashari Ahmad Ashari Akbar, M. Pandu Rizky Ali Mustadi Alif Restu Pramudi Anggraini Kusumaningrum Anggraini Kusumaningrum Anggraini Kusumaningrum Anggraini Kusumaningrum, Anggraini Annurroni, Ilyas Anton Honggowibowo Anton Setiawan Honggowibowo Anton Setiawan Honggowibowo Anton Yudhana Aris Rakhmadi Arwin Datumaya Wahyudi Sumari Cessara, Deno Daseftra Dewi Retnowati, Nurcahyani Dwi Kholistyanto Dwi Nugraheny, Dwi Emy Setyaningsih Fakhri Yahya, Muhammad Ferryka, Putri Zudhah Gabriel Naka Sorateleng Habib Satrio Atmojo Harliyus Agustian Haruno Sajati Heni Pujiastuti Imam Riadi Irawan, Ayu Endita Irawaty, Mardiana Iwan Adhicandra Kholistyanto, Dwi Lely Delvia Sipayung Leonardo Tampubolon Lopes, Jodio Blasius Lukman Nadjamuddin Machsunah, Yayuk Chayatun Machsunah Mauidzhoh, Uyuunul Moh Risaldi Ningsih, Tri Widyastuti Nurcahyani Dewi Retnowati Nurcahyani Dewi Retnowati Nurcahyani Dewi Retnowati Nurcahyani Dewi Retnowati Nurwijayanti Kusumaningrum Nuryatno, Edi Triono Nuryatno, Edy Tri Opsidion Tegar Pratama Pamungkas, Dedi Bintang Pramudi, Alif Restu Pujiastuti, Asih Putra, Novan Ramdanu Retnowati , Nurcahyani Dewi Risaldi, Moh Rochmadi, Tri Rofiq Harun Salam Aryanto Sarmini Sipayung, Lely Delvia Sucahyo, Nur SUDARYANTO SUDARYANTO Sukmawati, Ellyzabeth Syafriza, Azizatul Alif Syam, Syahriani Uyuunul Mauidzhoh Uyuunul Mauidzoh Uyuunul Mauidzoh Wahyusari, Retno Waworuntu, Alexander Wintolo, Hero Wulandari, Rindi Nur Yenni Astuti, Yenni Yuliani Indrianingsih Yuliani Indrianingsih Yuliani Indrianingsih Yuliani Indrianingsih Yuliani Indrianingsih