Measurement Of Maturity Model Using The Service Operation Of SIAKBA in ITIL V3 At KPU

Author

Irfan Dwiguna Sumitra, S.Kom., M.Kom. Ph.D

Abstrak

The General Election Commission (KPU) is utilizing the advancing information technology (IT) to construct an Information System for KPU and the Ad hoc Board members known as SIAKBA. This IT system is progressively becoming more sophisticated as it undergoes further development. This study aims to assess the maturity model of the information system developed by the KPU and the Ad hoc Agency, employing the ITIL framework and adopting a Service Operation methodology. This study employs pertinent facts and information to assess the maturity of the information system. The research methodology employed in this study encompasses the utilization of questionnaires administered to relevant stakeholders, employing the RACI framework, as well as quantitative analysis to assess practices and procedures within the respective domain. Moreover, many metrics are utilized to assess performance within the KPU and Ad hoc Agency information systems. These metrics include incident resolution time, problem management effectiveness, change success rate, and service availability. The findings from the study on the KPU Information System and the ad hoc agency indicate a maturity level of 2.36, explicitly corresponding to level 2 as per the repeating table. Hence, it is imperative to conduct additional identification processes for the KPU to enhance its operational capabilities and deliver high-quality IT services.