Impelementation of Information Technology Service Management at Data And Information System Center of XYZ University

Abstract

Information Technology (IT) is increasingly progressing. Nowadays, the success of a business of the organization/company is highly dependent on the IT infrastructure used. Therefore, organizations/companies have to manage their IT service to be optimal to their customers. Looking at this matter and the increasing dynamics of XYZ University, then Data and Information System Center (Pusdatin) - an IT provider of XYZ University began implementing IT Service Management (ITSM) from 2013 using the latest version of Information Technology Infrastructure Library (ITIL), namely ITIL v3 as a framework for implementing ITSM in its business processes. However, along the way, there are still some problems happen in Pusdatin in order that ITSM can actually support and align with the objectives of XYZ University. Through this paper, the authors want to explain how the implementation of ITSM at Pusdatin, identify the problems related to the implementation of ITSM, and provide the solutions for each problem. The methods used are direct observation to Pusdatin, conductan interview with the Head of Pusdatin and Staff of Pusdatin, and also perform a literature review of books and papers that discuss about ITIL. The result of this research is that ITSM process of Pusdatin generally works quite well but there are still some shortcomings because ITSM is not 100% implemented in all areas.

The Development of ITSM Research in Indonesia: A Systematic Literature Review

“…Research that has been conducted in educational institutions has received more attention since 2015 to date, especially educational institutions located in East Java Province with a total of 14 studies. Research with the educational domain is found in both universities [172], [185], [186], or high schools [108], and this is natural because most of these researchers are academics on campus, so there is the possibility of selecting objects in the Education unit due to easier access to data.…”

Blockchain-Based Software Process Improvement (BBSPI): An Approach for SMEs to Perform Process Improvement

“…These experts investigate the current practices and recommend a collection of changes along with guidelines by benchmarking a state-of-the-art standard for the improvement of their existing practices and procedures. Other than that, the government of the United Kingdom has officially developed a framework that comprises of practices that organizations can follow themselves to improve the software processes [12].…”