Measuring the Maturity Level of ITSM Using ITIL Framework

Abstract

At present Indonesia is facing a 4.0 industrial revolution in various industrial sectors including education called Education 4.0. This can be seen in the use of digital technology in the learning process. To support the digital transformation, educational institutions must maximize Information Technology Service Management (ITSM). IT service from STMIK Mikroskil is managed by an IT department. To improve this ITSM, the IT department first needs to know the current level of maturity. So far there has only been a measurement of IT service satisfaction based on a questionnaire filled out by students but has not included detailed processes and functions in delivering service. The purpose of this study is to measure the maturity of ITSM using ITIL framework. The ITIL Framework was chosen because it is the most popular framework. Measurements are made at the Service Operation stage which consists of 5 processes and 4 functions. Maturity measurement tool uses a questionnaire template defined by UCISA. The benefits obtained from this study are STMIK Mikroskil can find out the maturity level of the current ITSM (baseline). By knowing the level of maturity, STMIK Mikroskil is easier to improve weak service management.