Nazly Siti Julaiha Napu, Dea Maharani R. Yunus

Evaluasi Layanan Dinas Komdigi Kota Gorontalo Mengacu Pada Framework ITIL Versi 3 Domain Service Operation

Introduction

Evaluasi layanan dinas komdigi kota gorontalo mengacu pada framework itil versi 3 domain service operation. Evaluasi kinerja layanan IT Service Operation Dinas Komdigi Gorontalo dengan ITIL v3. Mayoritas proses di Level 3 (Defined) & 4 (Managed), memberikan rekomendasi perbaikan layanan.

Abstract

Penelitian ini bertujuan Penelitian ini bertujuan untuk mengevaluasi kinerja proses Service Operation berdasarkan kerangka kerja ITIL v3 di Dinas Komdigi Kota Gorontalo. Metode yang digunakan adalah pendekatan kuantitatif deskriptif dengan pengumpulan data melalui kuesioner. Instrumen diuji validitas dan reliabilitasnya, dan seluruh item dinyatakan valid serta reliabel. Hasil analisis menunjukkan bahwa tujuh dari sembilan subdomain berada pada maturity level Defined (Level 3), dan dua subdomain lainnya IT Operations Management dan Technical Management berada pada level Managed (Level 4). Nilai rata-rata keseluruhan adalah 3,39, yang menunjukkan bahwa sebagian besar proses telah distandarkan dan terdokumentasi, namun belum seluruhnya dikelola secara kuantitatif. Temuan ini menjadi dasar untuk rekomendasi perbaikan yang diarahkan pada penguatan pengukuran kinerja, monitoring otomatis, serta penerapan perbaikan berkelanjutan.

Review

This study presents a timely evaluation of the Service Operation processes at the Dinas Komdigi Kota Gorontalo, employing the well-regarded ITIL v3 framework. The objective to assess the performance of IT service operations within a public sector entity is commendable, as it directly contributes to enhancing public service delivery efficiency and effectiveness. The research adopts a quantitative descriptive approach, utilizing questionnaires for data collection. The meticulous validation and reliability testing of the instruments ensure a robust foundation for the findings, adding to the credibility of the study's conclusions. This methodological rigor is crucial for drawing actionable insights from the evaluation. The core findings reveal a promising state of IT service maturity within the department. Specifically, seven out of nine subdomains of Service Operation were found to be at the 'Defined' (Level 3) maturity level, indicating that processes are standardized and documented. Furthermore, two crucial subdomains, IT Operations Management and Technical Management, achieved a higher 'Managed' (Level 4) maturity level, suggesting a more proactive and controlled approach in these areas. The overall average maturity score of 3.39 provides a comprehensive snapshot, affirming that while most processes are well-established, there is still scope for quantitative management and optimization across all operations. Based on these insights, the study offers practical and targeted recommendations for improvement. The emphasis on strengthening performance measurement, implementing automatic monitoring, and fostering continuous improvement aligns perfectly with the identified gaps in quantitative management and further maturity progression. These recommendations are not only pertinent to the Dinas Komdigi Kota Gorontalo but could also serve as valuable guidance for other public sector organizations striving to enhance their IT service management capabilities. The research thus provides a solid foundation for strategic improvements in IT service delivery and operational excellence.

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