Efektivitas Penanganan Gangguan Sistem melalui Incident Management Practice ITIL 4
Tinjauan Sistematis 15 Studi Kasus Organisasi di Indonesia
DOI:
https://doi.org/10.55606/jutiti.v6i2.7290Keywords:
Incident Management, ITIL, Maturity Level, Service Operation, Sistem InformasiAbstract
Information Technology (IT) service management is a fundamental pillar for supporting organizational operations in the digital era, across both public and private sectors. However, high dependence on IT is often not balanced with measurable governance, risking decreased service quality for users. This study aims to evaluate the maturity level of IT service management using the Information Technology Infrastructure Library (ITIL) framework as the primary audit instrument. The research method employed is a descriptive literature review and comparative analysis of 15 organizational case studies in Indonesia, encompassing government agencies, the hospitality sector, healthcare services, and commercial platforms. The results indicate significant variations in maturity levels; while a few educational organizations have reached level 4 (Managed), the majority of public and private services remain at level 3 (Defined) and level 2 (Repeatable). Key findings identify critical obstacles such as unsystematic incident management, manual helpdesk systems, high dependence on centralized servers in public services, and a lack of HR competence in implementing formal Standard Operating Procedures (SOP). This study's contribution provides a map of current IT service maturity conditions and strategic recommendations for IT managers to standardize operational procedures and enhance staff capacity to ensure sustainable, high-quality, and measurable service in the future.
Downloads
References
Alfiqhyanto, D., & Supriyanto, A. (2026). Analisa evaluasi dan perancangan manajemen layanan TI pada pemerintah daerah menggunakan framework ITIL V4. JATI (Jurnal Mahasiswa Teknik Informatika), 10(1), 1168–1175. https://doi.org/10.36040/jati.v10i1.16956
Diyandi, N. T., Arianti, A., Nisa, A., Setiani, R. A., & Setiawan, I. (2025). Analisis manajemen layanan teknologi informasi menggunakan framework ITIL V4 pada PT Puskomedia Indonesia Kreatif. Merkurius: Jurnal Riset Sistem Informasi dan Teknik Informatika, 3(6), 268–282. https://doi.org/10.61132/merkurius.v3i6.1199
Fajriah, R., & Meiyanti, R. (2025). Implementasi framework ITIL V4 pada perancangan electronic IT helpdesk di Kelurahan Duri Kepa Jakarta Barat. Jurnal Satya Informatika, 10(1), 26–40. https://doi.org/10.59134/jsk.v10i1.681
Fajriah, R., & Meiyanti, R. (t.t.). Implementasi framework ITIL V4 pada perancangan electronic IT helpdesk di Kelurahan Duri Kepa Jakarta Barat.
Hudaya, W., & Budihartanti, C. (2025). Audit teknologi informasi menggunakan ITIL versi 4. Journal of Information System, Applied, Management, Accounting and Research, 9(4), 1370. https://doi.org/10.52362/jisamar.v9i4.2063
Ilyasa, M. K., & Bisma, R. (2022). Analisis manajemen insiden dan masalah layanan IT pada Balitbang Jatim. JEISBI, 3(1). https://doi.org/10.26740/jeisbi.v3i1.44376
Krismayanti, D., & Sutabri, T. (2023). Analisis IT service management (ITSM) pada layanan administrasi mahasiswa STIPER Sriwigama menggunakan framework ITIL V3. Indonesian Journal of Multidisciplinary on Social and Technology, 1(3), 190–195. https://doi.org/10.31004/ijmst.v1i3.149
Mambu, J. Y., Matindas, E., Adam, S., & Wulyatiningsih, T. (2023). Self assessment manajemen layanan menggunakan framework Information Technology Infrastructure Library (ITILv4) pada incident management Rumah Sakit Hermina, Lembean, Sulawesi Utara. Jurnal Informasi dan Teknologi, 5(2), 9–18. https://doi.org/10.37034/jidt.v5i2.319
Maulana, Y. M. (2023). Model analisis incident management pada layanan teknologi informasi berdasarkan framework Information Technology Infrastructure Library V3. Jurnal SAINTEKOM, 13(2), 123–135. https://doi.org/10.33020/saintekom.v13i2.398
Napu, N. S. J., & Yunus, D. M. R. (2025). Evaluasi layanan Dinas Komdigi Kota Gorontalo mengacu pada framework ITIL versi 3 domain service operation. SIMKOM, 10(2), 310–323. https://doi.org/10.51717/simkom.v10i2.936
Putri, G. B., & Sutabri, T. (2023). Analisis manajemen layanan teknologi informasi menggunakan ITIL V3 domain service operation pada perusahaan CV. Cemerlang Komputer Palembang. Indonesian Journal of Multidisciplinary on Social and Technology, 1(2), 162–167. https://doi.org/10.31004/ijmst.v1i2.144
Putri, I. R. D., & Nuryana, I. K. D. (2024). Analisis manajemen insiden dan masalah pada helpdesk terhadap perbaikan kualitas pelayanan publik berdasarkan framework ITIL V4: Studi kasus Dispendukcapil Kota Kediri. JEISBI, 5(1). https://doi.org/10.26740/jeisbi.v5i1.59108
Ruswita, I., & Syamsuar, D. (2023). Analisis kematangan layanan teknologi informasi hotel menggunakan ITIL V.3 framework. SMATIKA JURNAL, 13(1), 1–8. https://doi.org/10.32664/smatika.v13i01.680
Syakirah, M., & Pratama, D. (2025). Analisis layanan IT service management menggunakan framework ITIL V4 pada DLHP Sumatera Selatan. BITNET, 11(2). https://doi.org/10.33084/bitnet.v11i2.12919
Tarwoto, Setiasih, S. I., Ismiyati, R., Riziana, A. T., Mitha, U. K., & Saputri, D. Y. (2024). Peningkatan efektivitas operasional melalui implementasi ITIL V3 pada sistem informasi “New Modern” dengan fokus service operation: Studi kasus CV Cahaya Makmur Abadi. NUANSA INFORMATIKA, 18(1), 85–92. https://doi.org/10.25134/ilkom.v18i1.91
Triwahono, M. V., & Mulyati, M. (2026). Penerapan framework ITIL V4 pada evaluasi tata kelola insiden dan masalah layanan IT di PT. Putra Laskar Merdeka. Jurnal Sosial Teknologi, 6(1), 220–231. https://doi.org/10.59188/jurnalsostech.v6i1.32666
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Jurnal Teknik Informatika dan Teknologi Informasi
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
