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All Journal INOVTEK Polbeng - Seri Informatika
Muhamad Rendi Novrian
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Computer Science & IT

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Evaluation of Information Technology Governance Maturity Using COBIT 2019: Study of a Telecommunication Company Muhamad Rendi Novrian; Dazki, Erick
INOVTEK Polbeng - Seri Informatika Vol. 10 No. 2 (2025): July
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/r54e5n79

Abstract

The development of information technology drives the need for effective IT governance, especially in the telecommunications sector, which faces challenges such as 5G, Iot, and strict regulations. This research aims to evaluate the maturity level of IT governance at PT Wahana Sukses Makmur and identify gaps against the COBIT 2019 standard to support business strategy. Quantitative methods were used through structured questionnaires to 15 respondents selected by purposive sampling, as well as internal document analysis. The data was analysed using the COBIT 2019 toolkit and triangulated to increase validity. The results show that IT governance maturity is at levels 1 and 2, far from the level 4 target in domains APO13, APO07, and DSS01. Recommendations include the formulation of risk-based information security policies, the development of an IT HR competency roadmap based on organisational needs, and continuous digitisation of operational processes. This research faced limitations in the number of respondents and access to certain internal documents, which affected the depth of analysis. The contribution of the research lies in the holistic evaluative approach based on COBIT 2019 in the real context of the Indonesian telecommunications sector, as well as practical implications in strategic decision-making related to IT governance.
Enterprise Architecture for Enhancing Self-Service Offerings in Digital Channels Within the Telecommunication Industry Muhamad Rendi Novrian; Dazki, Erick
INOVTEK Polbeng - Seri Informatika Vol. 10 No. 1 (2025): March
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/49hv4a67

Abstract

This research aims to analyse the influence of Enterprise Architecture (EA) on Digital Self-care Services (DSS) at PT Wahana Sukses Makmur. The background of this research is based on the company's need to improve the efficiency of digital services through better system integration. However, there are still gaps in the optimal implementation of EA to effectively support DSS. Therefore, this study examines the extent to which EA contributes to improving the quality of the company's digital services. This research uses a quantitative method with a simple linear regression approach. The population in this study were customers of PT Wahana Sukses Makmur, with a sample size of 100 respondents selected through appropriate sampling techniques. Data was collected through a questionnaire that measured customer perceptions of EA implementation and DSS quality. The results showed that EA has a significant influence on DSS, with an F test value of 104.070 and a significance level of 0.000 (p < 0.05). In addition, the t-test results show a regression coefficient of 0.875, which indicates that each one-unit increase in EA implementation will increase the quality of DSS by 0.875 units. Theoretically, this study confirms the important role of EA in supporting DSS development through improved system integration and optimisation of digital processes. The practical implications of this research suggest PT Wahana Sukses Makmur adopt a more structured enterprise architecture to improve operational efficiency, accelerate digital services, and create a more responsive and user-friendly customer experience.
Co-Authors Dazki, Erick