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All Journal Jurnal Teknologi Informasi dan Ilmu Komputer Journal of Information Systems and Informatics Jurnal Ilmiah Ilmu Terapan Universitas Jambi
Marzuqi, Tubagus Ahmad
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Computer Science & IT Education Engineering Industrial & Manufacturing Engineering

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Journal : Journal of Information Systems and Informatics

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A Novel UX-Centered ITSM Framework for Technology Startups: Beyond Traditional Service Management Marcel, Marcel; Marzuqi, Tubagus Ahmad
Journal of Information System and Informatics Vol 7 No 2 (2025): June
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i2.1118

Abstract

This research explores the integration of User Experience (UX) principles into IT Service Management (ITSM) frameworks within resource-constrained B2B SaaS technology startups. Through a comprehensive qualitative case study methodology involving semi-structured interviews with seven stakeholders, participatory observation across 12 sessions, and systematic document analysis at a Jakarta-based startup serving SMEs, we uncovered a critical paradox: companies selling superior UX solutions to clients often neglect these principles in internal IT management. The primary contribution is a novel adaptive UX-Centered ITSM conceptual model featuring three interconnected layers: Core Principles, Implementation Domains, and Operational Elements, designed for incremental implementation based on startup capacity. Unlike rigid existing ITSM frameworks, this model introduces a prioritized approach with "Must Have," "Should Have," and "Can Be Added" categorizations specifically tailored for startup contexts. The research identified five contextual factors influencing implementation: organizational culture, leadership structure, resource limitations, team dynamics, and SME client characteristics. Findings reveal that UX-centered ITSM not only addresses internal operational challenges but creates strategic alignment between internal practices and external value propositions, forming the foundation for market credibility and business sustainability. This framework provides startup managers and IT practitioners with an actionable roadmap for transforming ad-hoc internal systems into user-centered services that support operational excellence while enhancing competitive positioning in digital transformation markets.
Detecting Experience Debt in Internal IT Services: A Minimal Touchpoint-Based XLA for Small EdTech Startups Marcel; Marzuqi, Tubagus Ahmad
Journal of Information System and Informatics Vol 8 No 2 (2026): April
Publisher : Asosiasi Doktor Sistem Informasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63158/journalisi.v8i2.1567

Abstract

Small EdTech startups often use SLA numbers to check whether internal IT services are working well. The problem is that these numbers usually show only whether the service was restored and how long it took. They do not show what users actually experienced while the problem was happening. This study looks at that hidden part. It uses the idea of experience debt to describe small but repeated service problems that slowly make daily work harder. The study was conducted in three small EdTech startups in Jakarta. It used survey data and interview data collected in the same period. The survey produced 274 valid responses across six touchpoints and five experience dimensions. The interviews involved 18 informants and focused on the service moments they remembered as most difficult. The weakest point appeared at TP2, where users faced access problems and often felt confused about what was happening, what to do next, and whether the issue was really finished. At TP4 and TP5, the main problem was fairness. Users often felt stuck in a process they could not see, had to repeat the same explanation, or did not know who was handling their request. From these findings, the study developed a simple touchpoint-based XLA as a one-page review tool. Its purpose is to help small teams notice user experience problems that normal SLA monitoring often misses. More research is still needed in other service settings and organisations.
Co-Authors Kristiani, Evelline Marcel Marcel Marcel