Nur Aeni Hidayah, Khansa Dzakiyyah Amany, Farah Adila

Penilaian Tata Kelola IT Pada PT Angkasa Pura Indonesia Berbasis COBIT 2019 Dengan Domain DSS02

Introduction

Penilaian tata kelola it pada pt angkasa pura indonesia berbasis cobit 2019 dengan domain dss02. Evaluasi tata kelola IT PT Angkasa Pura Indonesia berbasis COBIT 2019 (DSS02) untuk manajemen insiden & permintaan layanan. Capai tingkat kapabilitas Level 4 & tingkatkan keandalan layanan TI.

Abstract

PT Angkasa Pura Indonesia sebagai operator bandara utama menghadapi tantangan dalam menjaga keandalan layanan teknologi informasi (TI), khususnya dalam pengelolaan insiden dan permintaan layanan. Penelitian ini bertujuan untuk mengevaluasi tingkat kematangan tata kelola TI menggunakan kerangka kerja COBIT 2019, dengan fokus pada domain DSS02 (Managed Service Requests). Metode yang digunakan adalah kuantitatif deskriptif melalui penyebaran kuesioner kepada unit layanan TI. Hasil evaluasi menunjukkan bahwa rata-rata tingkat kapabilitas berada pada Level 4 (Predictable) dengan skor 4,26 dari 5, yang menunjukkan bahwa proses telah terdokumentasi, terstandarisasi, dan mulai menerapkan pendekatan berbasis data. Analisis kesenjangan mengungkapkan beberapa area yang masih perlu ditingkatkan, terutama pada aspek penutupan insiden dan komunikasi dengan pengguna. Rekomendasi mencakup integrasi sistem ticketing, otomatisasi klasifikasi insiden, serta pelatihan rutin bagi staf TI. Penelitian ini diharapkan dapat menjadi acuan strategis dalam peningkatan tata kelola TI yang sesuai dengan kebutuhan operasional bandara dan praktik terbaik internasional.

Review

The paper "Penilaian Tata Kelola IT Pada PT Angkasa Pura Indonesia Berbasis COBIT 2019 Dengan Domain DSS02" tackles a highly pertinent subject: the assessment of IT governance maturity within a critical infrastructure operator, PT Angkasa Pura Indonesia. Given the organization's role as a major airport operator, maintaining the reliability of IT services, particularly in incident and service request management, is crucial for operational continuity and overall efficiency. The study's focused application of the COBIT 2019 framework, specifically the DSS02 (Managed Service Requests) domain, provides a robust and internationally recognized lens through which to evaluate these vital IT processes. Utilizing a quantitative descriptive methodology, the research gathered data through questionnaires distributed to the IT service unit. The findings reveal a commendable state of IT capability, with an average score of 4.26 out of 5, placing the organization at Capability Level 4, described as "Predictable." This indicates that the processes for managing service requests are well-documented, standardized, and have begun to integrate data-driven approaches. Despite this high level of maturity, the gap analysis successfully identifies specific areas requiring further attention, particularly in the consistent closure of incidents and the effectiveness of communication with users, which are common challenges in IT service management. To address these identified deficiencies, the paper offers practical and actionable recommendations. These include the integration of existing ticketing systems, the automation of incident classification, and the implementation of routine training programs for IT staff. These recommendations are well-aligned with contemporary IT service management best practices and hold significant potential for improving operational responsiveness and user satisfaction. Ultimately, this research provides a valuable strategic reference for PT Angkasa Pura Indonesia, offering a clear roadmap for enhancing its IT governance in a manner that aligns with its demanding operational requirements and international best practices.

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