Evaluasi Manajemen Layanan Teknologi Informasi pada Aplikasi Shopee Berdasarkan Framework ITIL V4
DOI:
https://doi.org/10.55606/jutiti.v6i1.7199Keywords:
E-commerce, IT Service Management, ITIL V4, Shopee, System EvaluationAbstract
This study aims to evaluate information technology service management in the Shopee application using the Information Technology Infrastructure Library (ITIL) V4 framework. The research adopts a qualitative approach and utilizes observation and literature study techniques to analyze the various features and services provided by the Shopee application. The evaluation focuses on how Shopee implements ITIL V4 principles in supporting service quality, operational efficiency, and user satisfaction within its e-commerce platform. The results indicate that Shopee has implemented the core principles of ITIL V4 through the Service Value System (SVS), Service Value Chain, and the four dimensions of service management, namely organizations and people, information and technology, partners and suppliers, and value streams and processes. The implementation of these principles can be observed through several key features, including customer service support, order tracking systems, and integrated refund mechanisms that facilitate user transactions and problem resolution. However, the study also identifies several areas that require improvement, particularly in terms of customer service responsiveness and system stability under certain conditions. Therefore, a more optimal implementation of ITIL V4 is expected to further improve service quality and enhance user satisfaction. This study is expected to serve as a useful reference for evaluating and developing IT service management practices in e-commerce platforms.
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