<![CDATA[The digital transformation of educational institutions requires effective IT service management to improve administrative efficiency, service transparency, and evidence-based decision-making. However, school IT services are often managed through fragmented and manual procedures, resulting in limited service monitoring and inconsistent documentation. This study aimed to develop and evaluate an ITIL-based Information Technology Service Management (ITSM) dashboard for school administrative services. The study employed a Research and Development (R&D) approach using the 4D model, consisting of Define, Design, Develop, and Disseminate. The study was conducted at SMPN 7 IT Manggelewa, Indonesia. Data were collected through documentation analysis, observation, interviews, expert validation, user evaluation, and service-performance assessment. The dashboard was implemented for four weeks, during which 30 service records were collected and analyzed for the post-implementation assessment. The results were compared descriptively with baseline service-performance data obtained before dashboard implementation. Three experts evaluated the product, while 20 school personnel participated in the user evaluation. The research instrument consisted of 15 items, while product validation consisted of 25 items. Instrument validation obtained an average Aiken’s V of 0.96, and product validation obtained an average Aiken’s V of 0.98, both indicating a very high level of validity. User evaluation produced an overall score of 91.33%, with ease of use, service transparency, and service responsiveness achieving 91%, 93%, and 90%, respectively. Service performance was evaluated using a descriptive before-and-after comparison rather than an inferential statistical test. The observed changes included a reduction in average response time from two days to six hours and resolution time from five days to two days, while service documentation increased from 55% to 96% and service transparency increased from 2.8 to 4.6. These findings indicate that the dashboard was highly valid and positively perceived by users and was associated with observable improvements in selected school IT service-performance indicators.]]>
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