Penilaian Kinerja Layanan TI SIPP Berdasarkan ITIL: Studi Kasus Pengadilan Negeri Tasikmalaya

Nicken Syahira Anjani (Universitas Siliwangi, Indonesia)
Tiara Dwi Yogaputri (Universitas Siliwangi, Indonesia)
Rabbani Halim Natadireja (Universitas Siliwangi, Indonesia)
Muhammad Rabil Wahid (Universitas Siliwangi, Indonesia)
Helmy Dzulfikar (Universitas Siliwangi, Indonesia)

JUSIFOR : Jurnal Sistem Informasi dan Informatika
Vol 5 No 1 (2026): JUSIFOR - Juni 2026

This study evaluates the performance of the Information Technology services supporting the Case Tracking Information System (SIPP) at the Tasikmalaya District Court using the ITIL Service Operation framework. A qualitative interview-based approach was employed to assess incidents, service availability, and infrastructure conditions. The results show that SIPP still experiences recurring errors, system downtime, and synchronization issues, while incident handling remains reactive and undocumented. Escalation to national administrators is informal and lacks traceability, and infrastructure limitations further reduce system stability. Overall, the maturity level of IT services falls within the low-to-medium category, indicating the need for formal procedures, structured incident recording, and infrastructure improvements to enhance service reliability.