E-Commerce Service Design Readiness using ITIL framework with IT Balanced Scorecard Objective (Case Study: University E-Commerce)

Abstract

E-commerce has a big impact on economic growth. E-commerce provides equal opportunities for everyone to start a business without an obstacle. University X builds e-commerce namely Unimart with the ITIL framework. This research measures the readiness and success of implementing Service Design at Unimart using IT Balanced Scorecard (ITBSC). Scientific contributions in this study provide recommendations about the objectivity of each ITBSC perspective for e-commerce universities. Further research needs to be done on how the suitability of objective measurement from every ITBSC perspective for e-commerce universities. The results of Unimart readiness measurements based on ITIL v.3 service design assessment have an average value of 2.69. Maturity levels based on the assessment index in repeatable level. Measurements on ITBSC for each service design domain produce an average score of 2.93. The processes in the service design domain measured include; service management with an average of 2.64, service design principles with an average of 2.65, a service design process with an average of 2.75, service design technology with an average of 2.85, organizing service design with an average of 2.82, design service considerations with an average of 2.49, and service design implementation with an average of 2.66. Requirements in each process must be fulfilled to achieve the expected level of maturity. The score is at an adequate level of effectiveness. Thus, the level of effectiveness of e-commerce universities at the University of X is at an adequate level.