Skripsi

PENGUKURAN TINGKAT KEMATANGAN LAYANAN OPEN TICKET UPT TIK MENGGUNAKAN INFORMATION TECHNOLOGY INFRASTUCTURE LIBRARY (ITIL V4)

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nformation technology services play a crucial role in supporting academic activities in higher education institutions. One of the important IT services is a ticket-based service system used to handle incidents and service requests from users. Open Ticket UPT TIK Universitas Sriwijaya is a system implemented to manage information technology service complaints and requests submitted by students. This study aims to measure the maturity level of the Open Ticket service using the Information Technology Infrastructure Library (ITIL) version 4 framework.This research applies a quantitative approach by collecting data through a questionnaire using a five-point Likert scale. A total of 381 undergraduate students from the 2022 cohort, representing 10 faculties at Universitas Sriwijaya, participated as respondents. The ITIL V4 service management practices analyzed in this study include Incident Management, Service Request Management, Service Desk Management, Monitoring and Event Management, and Continual Improvement.The results indicate that the overall maturity level of the Open Ticket service is 3.82, which corresponds to Level 4 (Managed). This finding shows that the service processes are well-managed, measured, and controlled. However, continuous improvement efforts are still required to enhance service quality and achieve optimal IT service management Keywords : ITIL V4, Maturity Level, IT Service Management, Open Ticket System

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Availability

Detail Information

Series Title

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Call Number

T1959522026

Publisher

Indralaya : Prodi Sistem Informasi, Fakultas Ilmu Komputer Universitas Sriwijaya., 2026

Collation

xvi, 91 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

004.0680 7

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Prodi Sistem Informasi
Tingkat Kematangan Layanan

Specific Detail Info

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Statement of Responsibility

TUTI

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