IMPLEMENTATION OF SUSTAINABLE SERVICE IMPROVEMENT IN ORGANIZATIONS USING FRAMEWORK INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL)

Abstract

IT Service Management (ITSM) is a way for managing information technology that aims to align the needs of businesses and IT departments in order to provide services that are both efficient and effective while maintaining quality standards. ITIL, which stands for "Information Technology Infrastructure Library," is now seen as a common framework for ITSM in businesses that run on IT infrastructure and services. This research was conducted to apply the ITIL model at the service operation stage, and Continual Service Improvement (CSI) in the Academic Guidance Information System (SIBIMA). Based on the analysis and data from the SIBIMA web user questionnaire, it can be concluded that the SIBIMA web user is satisfied with the SIBIMA web. Users are satisfied with the quality of the SIBIMA web, satisfied with the information quality of the SIBIMA web, and satisfied with the service quality of the SIBIMA web.