EVALUASI TINGKAT KEMATANGAN SISTEM INFORMASI LAPOR MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN SERVICE OPERATION

ROSA, ZELLA and Indah, Dwi Rosa and Sevtiyuni, Putri Eka (2021) EVALUASI TINGKAT KEMATANGAN SISTEM INFORMASI LAPOR MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN SERVICE OPERATION. Undergraduate thesis, Sriwijaya University.

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Abstract

The Office of Communication and Informatics of South Sumatra Province is one of the agencies within the Government, which carries out the authority for government affairs in Communication and Information.To meet the needs of the community in submitting aspirations and complaints, the Office of Communication and Informatics of South Sumatra Province has implemented the People's Online Aspiration and Complaints Service System (LAPOR). Until now, the system is still experiencing problems, such as an error when accessed, the slow access to the system and the handling of the system which always involves the Head Office. Therefore, it is necessary to evaluate the LAPOR system which can be used as a benchmark for the sustainability of the system. The framework used is the Information Technology Infrastructure Library (ITIL) V3 Domain Service Operation Framework. This research was conducted by distributing questionnaires, interviews and observations to get the maturity level. The results of the calculation of the maturity level in the Service Operation (SO) domain indicate that the average maturity level value in the SO domain is 3.50 or is still at level 3 (Define Process) while the expected value (to be) is 4.60 or is at level 5 (Optimized) and the average value of the gap (Gap Analysis) is 1.11 (Initia). From the results of the evaluation of the LAPOR system based on the calculation of the maturity level, several recommendations for the service operation domain can be taken into consideration in improving service operations and improvements in the future.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Sistem Layanan Aspirasi dan Pengaduan Online Rakyat, ITIL V3, Maturity Level
Subjects: T Technology > T Technology (General) > T10.5-11.9 Communication of technical information
Divisions: 09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User: Mrs Zella Rosa
Date Deposited: 04 Aug 2021 08:27
Last Modified: 04 Aug 2021 08:27
URI: http://repository.unsri.ac.id/id/eprint/51207

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