Analysis of Information Technology Services Using ITIL v3 and ISO 21001:2018 in Academic Information Systems at Institut Seni Indonesia Yogyakarta

Nugroho,; Rahardjo Emanuel, Andi Wahju; Santoso, Albertus Joko

doi:10.1109/icitda60835.2023.10427446

2023 8th International Conference on Information Technology and Digital Applications (ICITDA) 2023

DOI: 10.1109/icitda60835.2023.10427446

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Analysis of Information Technology Services Using ITIL v3 and ISO 21001:2018 in Academic Information Systems at Institut Seni Indonesia Yogyakarta

Nugroho,

Andi Wahju Rahardjo Emanuel,

Albertus Joko Santoso

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2024

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Enhancing Information Technology Governance in Universities: A Smart Chatbot System based on Information Technology Infrastructure Library

Ahriz,

Gharbaoui,

Benmoussa

et al. 2024

Eng. Technol. Appl. Sci. Res.

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The rapid evolution of information and communication technologies has created a pressing need for higher education institutions to modernize their Information Technology (IT) governance practices. This article proposes an innovative solution to enhance the governance and efficiency of IT services while optimizing and personalizing user experience. The proposed solution consists of a chatbot using Artificial Intelligence (AI) and Natural Language Processing (NLP) combined with the Information Technology Infrastructure Library (ITIL) standard to automate the management of IT services in the digital work environment (ENT). Intended for students, teachers, and administrators, this chatbot provides reactive support by responding to requests, reducing waiting times, and improving satisfaction. It also helps decrease operational costs and the workload of support teams by autonomously handling recurring requests. Beyond efficiency improvements, the chatbot contributes significantly to IT governance by providing structured service management, improving decision-making through real-time data, and supporting compliance with governance frameworks. An online survey conducted among 120 students revealed slow processing of requests and unavailability of services, justifying the need for this chatbot. The chatbot was designed with advanced NLP and Machine Learning (ML) technologies. Preliminary tests demonstrate the chatbot’s response reliability, with an accuracy rate of 96% and a response time decrease to an average of 4.17 seconds. The use of chatbots has considerable potential for universities to improve the efficiency of digital services offered to students.

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Enhancing Information Technology Governance in Universities: A Smart Chatbot System based on Information Technology Infrastructure Library

Ahriz,

Gharbaoui,

Benmoussa

et al. 2024

Eng. Technol. Appl. Sci. Res.

View full text Add to dashboard Cite

show abstract

scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.

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Analysis of Information Technology Services Using ITIL v3 and ISO 21001:2018 in Academic Information Systems at Institut Seni Indonesia Yogyakarta

Cited by 1 publication

References 14 publications

Enhancing Information Technology Governance in Universities: A Smart Chatbot System based on Information Technology Infrastructure Library

Enhancing Information Technology Governance in Universities: A Smart Chatbot System based on Information Technology Infrastructure Library

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