Measurement of the IT Helpdesk Capability Level Using the COBIT 5 Framework

Muttaqin, Faisal; Idhom, Mohammad; Akbar, F. A.; Swari, Made Hanindia Prami; Putri, Enina

doi:10.1088/1742-6596/1569/2/022039

Cited by 16 publications

(19 citation statements)

References 5 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Research related to cobit 5 [6], [9], [12], [23], and [26] the purpose of analyzing and the object is employees, while for research [13] uses COBIT 5 with the aim of analyzing and the object is employees and customers. Discuss the use of COBIT 5 and ISO in corporate governance, the strengths and weaknesses of each standard and the merging of the two standards for more comprehensive governance practices [19].…”

Section: Methodsmentioning

confidence: 99%

Evaluation of Information Technology Governance at DISKOMINFO Tasikmalaya City Using COBIT 2019

Rachmasari Biduri,

Ramdani

2023

JAISI

View full text Add to dashboard Cite

The Office of Communication and Informatics (DISKOMINFO) is an agency engaged in the fields of communication, informatics, coding and statistics. Based on the results of interviews with the Head of Application and Informatics DISKOMINFO Tasikmalaya City, it is known that there are obstacles related to limited resources. Starting from human resources, equipment, budget, and also other supporting facilities. So that an evaluation of information technology governance is needed to determine the capabilities possessed by the information technology. This study uses the COBIT 2019 framework using the RACI diagram as a mapping reference for observation and questionnaire distribution. The domains used are BAI02 (Managed Requirements Definition), DSS02 (Managed Service Requests and Incidents), and MEA01 (Managed Performance and Conformance Monitoring). The results of this study are to determine the capability level in each domain so that the current conditions of the Tasikmalaya City DISKOMINFO are obtained. After carrying out the analysis, it was found that the service performance from the BAI02 domain was at level 4, the service performance from the DSS02 domain was at level 2, and the service performance from the MEA01 domain was at level 3. The results of this service performance measurement made a recommendation to be implemented to increase the value information technology governance in accordance with the needs of DISKOMINFO Tasikmalaya City. Capability level objectives can be increased by carrying out activities that are not yet optimal by the agency until it reaches the full value for each level.

show abstract

Section: Methodsmentioning

confidence: 99%

Evaluation of Information Technology Governance at DISKOMINFO Tasikmalaya City Using COBIT 2019

Rachmasari Biduri,

Ramdani

2023

JAISI

View full text Add to dashboard Cite

show abstract

“…Terdapat beberapa framework yang sering digunakan dalam pengkuruan capability level yaitu COBIT dan ITIL. Framework COBIT 5 memiliki proses tata kelola dan manajemen aktivitas TI yang mudah dipahami oleh operasi TI dan manajer bisnis [7]. Penggunaan COBIT 5 juga diimplementasikan oleh penelitian yang dilakukan Sitohang (2019) untuk menganalisis tingkat kapabilitas TI dan memberikan rekomendasi perbaikan tata kelola TI di sekolah tinggi untuk mengatasi masalah terkait optimasi sumber daya.…”

Section: Pendahuluanunclassified

Capability Level Analysis of IT Governance Using COBIT 5 on Continuity and Availability Of Services (Case Study: LMS Spada Wimaya)

Putri

Juwairiah²,

Kodong³

2022

Telematika

View full text Add to dashboard Cite

Purpose: This study aims to assess the capability level to determine the condition of the capability level as-is, to-be, gap analysis and provide recommendations for improving IT governance in the continuity and availability process of LMS Spada Wimaya service. Design/methodology/approach: The capability level assessment refers to the COBIT 5 Process Assessment Model (PAM) assessment criteria with the research stages adopting the COBIT 5 Assessment Process Activities. Findings/result: Based on the urgency and problems that occur in LMS Spada Wimaya related to the continuity of service availability, the appropriate COBIT 5 enterprise goals are chosen, namely Business Service Continuity and Availability which describes in achieving the vision and mission goals of UPN "Veteran" Yogyakarta related to the procurement of LMS Spada Wimaya. The process of mapping results is prioritized based on impact and importance. The results of the assessment of the current capability level (as-is) in the BAI06, DSS03, DSS05, and MEA01 processes are at level 2 with the expected target capability level (to-be) at level 3 with a gap level of 1. DSS01, DSS02, and DSS04 are at level 1 with a target capability level (to-be) expected at level 3 with a gap level of 2. output criteria, setting performance goals and targets, making Standard Operating Procedures (SOP), conducting performance assessments to ensure compliance. Originality/value/state of the art: This study has the same focus as previous research, which is measuring the ability of the IT governance level with the criteria for the COBIT 5 Model Assessment Criteria (PAM), but is implemented in a different case study and the focus of the process is in accordance with the results of mapping the alignment of organizational goals with COBIT 5 IT goals according to urgency and problems that describe in achieving the vision and mission of the object of research.

show abstract

“…Misalnya COBIT, ITIL, dan ISO 17799. Dalam ketiga kerangka kerja ini, COBIT memberikan gambaran umum tentang manajemen TI [6]. COBIT 2019 merupakan COBIT versi terbaru dan merupakan penyempurnaan dari COBIT 5.…”

Section: Tata Kelola Teknologi Informasi Menggunakanunclassified

Tata Kelola Teknologi Informasi Menggunakan Framework COBIT 2019 (Studi Kasus: UPT TIK Universitas Tanjungpura Pontianak)

Sukamto

Novriando

Reynaldi

2021

JEPIN

View full text Add to dashboard Cite

UPT TIK UNTAN merupakan suatu lembaga yang melakukan pengelolaan TI. Tata kelola TI mencakup kepemimpinan, struktur serta proses organisasi yang memastikan bahwa TI dimanfaatkan seoptimal mungkin dan berkonsentrasi pada kinerja dan transformasi TI untuk memenuhi kebutuhan saat ini dan yang akan datang, baik dari sudut internal maupun eksternal. COBIT 2019 adalah kerangka kerja untuk tata kelola dan manajemen informasi dan teknologi perusahaan. Sedangkan COBIT Performance Management merupakan model yang berisi kerangka dasar dalam memberikan panduan untuk menilai dan mengukur tingkat kapabilitas dan tingkat kematangan yang berkaitan dengan proses tata kelola dan manajemen TI. Hasil pengukuran tata kelola TI pada UPT TIK UNTAN dinyatakan bahwa tingkat kapabilitas proses APO08 (Managed Relationships) yang dicapai berada pada tingkat 5. Tingkat kapabilitas proses APO09 (Managed Service Agreements) yang dicapai berada pada tingkat 1. Sedangkan tingkat kapabilitas proses APO11 (Managed Quality) yang dicapai berada pada tingkat 2. Kesenjangan antara tingkat kapabilitas proses saat ini dan tingkat kapabilitas harapan pada objektif proses APO08 bernilai 0, sedangkan pada objektif proses APO09 dan APO11 bernilai -1. Pada objektif proses APO09 kesenjangannya 2%, sedangkan pada objektif proses APO11 kesenjangannya 8%. Berdasarkan hasil analisis, maka diberikan rekomendasi perbaikan yang mengacu pada COBIT 2019 untuk meningkatkan tingkat kapabilitas harapan.

show abstract

Measurement of the IT Helpdesk Capability Level Using the COBIT 5 Framework

Cited by 16 publications

References 5 publications

Evaluation of Information Technology Governance at DISKOMINFO Tasikmalaya City Using COBIT 2019

Evaluation of Information Technology Governance at DISKOMINFO Tasikmalaya City Using COBIT 2019

Capability Level Analysis of IT Governance Using COBIT 5 on Continuity and Availability Of Services (Case Study: LMS Spada Wimaya)

Tata Kelola Teknologi Informasi Menggunakan Framework COBIT 2019 (Studi Kasus: UPT TIK Universitas Tanjungpura Pontianak)

Contact Info

Product

Resources

About