Evaluasi Efektivitas Bot Scraping Google Maps dengan ITIL V3 Domain Service Operation

M Eka Dzaky Ramadhany (Universitas Islam Negeri Sunan Ampel Surabaya)
Muhammad Andik Izzuddin (Universitas Islam Negeri Sunan Ampel Surabaya)
Ilham Ilham (Universitas Islam Negeri Sunan Ampel Surabaya)

Jurnal Nasional Komputasi dan Teknologi Informasi
Vol 8, No 6 (2025): Desember 2025

Abstrak - Penelitian ini bertujuan untuk menganalisis efektivitas bot scraping Google Maps dalam mendukung layanan statistik pada sebuah lembaga penyedia data publik di Indonesia menggunakan kerangka ITIL V3 Service Operation. Metode yang digunakan adalah deskriptif kuantitatif dengan data diperoleh melalui observasi dan wawancara. Instrumen penelitian disusun berdasarkan lima domain utama ITIL V3, yaitu event management, incident management, problem management, request fulfillment, dan access management. Hasil penelitian menunjukkan bahwa bot scraping berfungsi secara efektif dengan skor rata-rata 3,5. Domain Request Fulfillment memiliki skor tertinggi, menunjukkan kemampuan bot dalam memenuhi kebutuhan pengguna, sedangkan Problem Management memiliki skor terendah yang mengindikasikan perlunya peningkatan pada identifikasi akar penyebab masalah. Penerapan ITIL V3 terbukti membantu organisasi publik dalam mengoptimalkan kinerja layanan berbasis otomasi dan menjaga keandalan operasionalnya. Temuan ini menunjukkan pentingnya penerapan standar manajemen layanan TI untuk meningkatkan kualitas dan keberlanjutan layanan digital di sektor publik.Kata kunci : ITIL V3; Service Operation; Bot Scraping; Google Maps; Manajemen Layanan TI; Abstract - This study aims to analyze the effectiveness of a Google Maps scraping bot in supporting statistical services at a public data provider in Indonesia using the ITIL V3 Service Operation framework. The method used is descriptive quantitative with data obtained through observation and interviews. The research instrument is structured based on the five main domains of ITIL V3, namely event management, incident management, problem management, request fulfillment, and access management. The results show that the scraping bot functions effectively with an average score of 3.5. The Request Fulfillment domain has the highest score, indicating the bot's ability to meet user needs, while Problem Management has the lowest score, indicating the need for improvement in identifying root causes of problems. The implementation of ITIL V3 has been proven to help public organizations optimize the performance of automation-based services and maintain operational reliability. These findings demonstrate the importance of implementing IT service management standards to improve the quality and sustainability of digital services in the public sector.Keywords: ITIL V3; Service Operation; Scraping Bot; Google Maps; IT Service Management;