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All Journal Green Intelligent Systems and Applications
Destian, Bagus Resa
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Computer Science & IT Control & Systems Engineering Electrical & Electronics Engineering

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Journal : Green Intelligent Systems and Applications

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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 Pamungkasari, Panca Dewi