Evaluasi Manajemen Layanan Teknologi Informasi Berdsarkan ISO/IEC 20000-1 dengan Rekomendasi Perbaikan Berbasis ITIL V4 pada Instansi Pemerintah

Abstract

The rapid development of information technology compels government institutions to provide services that are effective, responsive, and compliant with established standards. However, information technology service management still encounters challenges in service documentation, incident management, operational procedures, as well as service monitoring and evaluation. This study aims to evaluate the conformity of information technology service management based on ISO/IEC 20000-1 as the evaluation standard, and to develop improvement recommendations based on the Information Technology Infrastructure Library (ITIL) V4 to address the identified gaps. A mixed methods approach was employed through observation, interviews, documentation, and questionnaire distribution. The evaluation was conducted by comparing existing service management practices with the requirements of ISO/IEC 20000-1, followed by gap analysis and maturity level assessment. The results indicate that the organization has not yet fully complied with several ISO/IEC 20000-1 requirements, particularly in the areas of Service Management System documentation, operational control, IT asset management, service performance evaluation, and continual improvement. The average maturity level was 2.5 (between Level 2 – Managed and Level 3 – Defined), indicating that service processes have been implemented but are not yet consistently documented and standardized. The ITIL V4-based recommendations developed in this study are expected to serve as a practical reference for improving information technology service management, making it more structured, well-documented, and aligned with the requirements of ISO/IEC 20000-1.