<![CDATA[This study aims to evaluate the maturity level of SP4N-LAPOR! service management at the Department of Communication and Informatics of South Sumatra Province using the ITIL v4 framework, focusing on Incident Management, Problem Management, and Continual Improvement. A mixed-methods approach was applied, combining interviews, observations, and structured questionnaires involving 10 respondents, including staff and process owners responsible for managing SP4N-LAPOR! services. The results indicate that the service maturity level is at Level 4 (Managed), meaning that processes are implemented and monitored, but they are not yet fully optimized. Key areas needing improvement include the standardization of procedures, completeness of documentation, and consistent application across all service activities. These findings highlight that while the department has a structured approach, continuous evaluation and refinement are necessary to enhance service quality. Strengthening procedural standardization and maintaining thorough documentation can support better alignment with ITIL v4 best practices. Overall, improving these areas is expected to increase efficiency, reliability, and user satisfaction in SP4N-LAPOR! service management, contributing to more effective public service delivery and continuous service improvement within the organization. ]]>
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