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All Journal INSTALL: Information System and Technology Journal
Akhmad Hafi Ilmiyanor
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Computer Science & IT Decision Sciences, Operations Research & Management Education

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Evaluating Computer Service Store Governance and Service with COBIT 5: EDM01 and APO09 Trifebi Shina Sabrila; Akhmad Hafi Ilmiyanor; Hardi Yanti; Angella Maretmy; Abdul Latif; Ratna Lindawati
INSTALL: Information System and Technology Journal Vol 1 No 2 (2024): INSTALL : Information System and Technology Journal
Publisher : LPPM Universitas Sari Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33859/install.v1i2.800

Abstract

This study aims to analyze the application of the EDM01 (Ensuring the Setup and Maintenance of the IT Governance Framework) and APO09 (Managing Service Agreements) domains of the COBIT 5 framework in the context of computer service stores. Through survey methods and direct interviews, data is collected to evaluate the maturity level of the governance process and IT services in the store. The results of the analysis show that both process domains are at maturity level 2 (Managed), indicating that the process is well managed but still has potential for improvement. An evaluation of the gap between current and expected conditions reveals potential improvements in process consistency and effectiveness. These findings provide insights into how to improve service quality and operational efficiency in computer service shops, as well as ensure better customer satisfaction through the implementation of COBIT 5 best practices. This research provides a solid foundation for computer service shops to improve their IT governance in accordance with industry standards and meet business needs more effectively and efficiently.
Co-Authors Abdul Latif Angella Maretmy Hardi Yanti Ratna Lindawati Trifebi Shina Sabrila