<![CDATA[Hospital Management Information Systems require structured IT service management to ensure reliable incident handling and continuous service monitoring. This study assessed the maturity of Incident Management and Monitoring and Event Management at Al-Irsyad Hospital, Surabaya, using ITIL V4. A case-study approach combined questionnaire data from 40 HMIS users with an interview, direct observation, and document review. Questionnaire results initially indicated level 3 (Defined), with mean scores of 3.43 for Incident Management and 3.49 for Monitoring and Event Management. However, triangulation showed that both practices were more accurately positioned at level 2 (Managed) because procedures, records, escalation mechanisms, event classifications, and monitoring documentation had not been comprehensively standardized. Each practice therefore showed a three-level gap from the hospital’s long-term target of level 5 (Optimizing). Based on these findings, Service Value Chain–based recommendations, key performance indicators, and initial targets were formulated to support policy development, standardized workflows, official reporting channels, ticketing, automated monitoring, and subsequent performance evaluation. These recommendations constitute a structured implementation roadmap and require subsequent implementation and empirical evaluation.]]>
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