IT Services Research Articles

Evaluation of Information Technology Services Using the Information Technology Infrastructure Library Framework

This study aims to evaluate PT Gramedia Asri Media to find out whether the company's IT services meet the best standards of the ITIL V3 Service Operations framework. Service Operations focus includes Problem Management, Incident Management, Access Management, Request Fulfillment, and Event Management. Evaluation is carried out in four stages: planning, field inspection, reporting, and follow-up. The results indicate the maturity level of IT service implementation. For data collection, questionnaires were distributed to five people who were surveyed and interviewed with the heads of engineering services and support staff. The results show that the company's IT service maturity level is at level one. In addition, this research produced seventy suggestions for companies to improve their IT services. The results show that almost all suggestions were well received by the company, and some of them have been implemented at PT Gramedia Asri Media. However, of course, with the problems discovered from this research, there will be a desire to improve service and performance.

Strategic management in digital transformation: prioritizing strategic initiatives through Analytic Hierarchy Process (AHP) in Indonesia’s services sector

Purpose: The rapid pace of digital transformation has significantly impacted the IT services sector, particularly in emerging markets, such as Indonesia. This thesis explores the strategic challenges faced by Indonesian IT service providers as they navigate a competitive landscape characterized by evolving customer demands, technological advancements, and market dynamics. This research aims to prioritize strategic initiatives that align with market needs and enhance the competitive positioning of these providers. Research Methodology: By integrating strategic management frameworks such as Porter’s Five Forces, Value Chain Analysis, and SWOT Analysis with the Analytic Hierarchy Process (AHP), this study addresses the issue of stagnant revenue in PT ABC, a leading IT service provider in Indonesia. The findings indicate that AI-based product innovation and the development of low-code solutions are critical strategies for driving sustainable growth and meeting the increasing demand for advanced technological solutions. Limitations: This study underscores the importance of customer-centric approaches and continuous adaptation to maintain a competitive edge in a volatile, uncertain, complex, and ambiguous (VUCA) environment. Contributions: This research contributes to the strategic management literature by demonstrating the practical application of AHP in the context of digital transformation within the IT services sector, and provides actionable insights for IT service providers in emerging markets facing similar challenges.

IT Risk Management Analysis Based on ISO 31000 and Bow Tie Analysis (BTA) in Higher Education Institution

The Division of Applications and Software is a part of the Academic Support Unit (UPA) for Information and Communication Technology at Universitas Jember (UNEJ) or UPA TIK UNEJ. Based on interviews, UPA TIK UNEJ has not yet implemented risk management, leading to recurring issues in their IT services. Risk management is crucial for preventing and mitigating negative impacts that can harm the organization. Additionally, it is a requirement for internal quality management system audits, according to UNEJ Rector's Decision Number 20588/UN25/LL/2018. This study aims to identify, analyze, and assess potential risks in the Division of Applications and Software at UPA TIK UNEJ and to apply Bow Tie Analysis (BTA) to identify preventive and mitigative actions for the highest-rated risks. The approach used is ISO 31000:2018, which provides a comprehensive framework for risk management. For in-depth risk analysis, the BTA method, combining event tree analysis (ETA) and fault tree analysis (FTA), is utilized. The research begins with context establishment through interviews, followed by risk identification, analysis, assessment, and mitigation. The results show 21 risks identified in the process of developing information systems or applications. The top three priority risks are coded R02, R04, and R19. The second priority includes 17 risks, and the third priority includes 1 risk.

Outsourcing in the automotive industry of the Kyrgyz Republic: Development prospects

The study was conducted to assess the prospects for the development of outsourcing in the automotive industry of the Kyrgyz Republic and its impact on productivity, economic efficiency, and innovation in the industry. The study used statistical analysis methods to process data on production and employment from official sources, a comparative analysis of successful examples of international cooperation, and methods for assessing risks associated with outsourcing. As a result of the study, it was established that outsourcing in the automotive industry of the Kyrgyz Republic helps to reduce operating costs and increase production efficiency. It was also determined that the transfer of non-core functions to external contractors allows companies to focus on key processes, which accelerates the introduction of innovations. It was also confirmed that outsourcing helps to attract international companies, stimulating economic growth, and creating new jobs. However, the risk of loss of control over the quality and timing of tasks, which requires the development of effective mechanisms for interaction with contractors to minimise possible negative consequences, is identified. The study showed that the successful implementation of outsourcing requires the active participation of government agencies to create a supportive regulatory framework and incentives to attract investment. The results demonstrated that outsourcing contributes to the development of related industries such as auto parts manufacturing and IT services, which in turn stimulates the growth of the local labour market. In the long term, the use of outsourcing can become a key factor in increasing the competitiveness of the country's automotive industry in the international arena. The study provided valuable data on the impact of outsourcing on the efficiency and innovative development of the automotive industry, which can serve as a basis for developing strategies to optimise production processes and improve economic performance in this industries

Investor attention and environmental performance of Chinese high-tech companies: the moderating effects of media attention and coverage sentiment

In the context of China’s rapid economic development, corporate pollutant emissions are increasing, underscoring the imperative for further enhancement of corporate environmental performance. Given the significance of high-tech enterprises in the environmental domain, this study examines the impact of investor attention on the corporate environmental performance of Chinese high-tech enterprises. This study utilized data from 463 high-tech enterprises in mainland China from 2011 to 2022 and employed the dynamic panel generalized method of moments (GMM) technique. The findings indicate that investor attention has a negative impact on the corporate environmental performance of high-tech enterprises. This research also finds that both media attention and coverage sentiment mitigate the negative relationship between investor attention and environmental performance of high-tech firms. Heterogeneity analysis reveals that in the sample of IT service industry, heightened media attention exacerbates the negative impact of investor attention on corporate environmental performance, and media coverage sentiment exhibits no significant moderating effect. Within samples of non-polluting and state-owned enterprises, increased media coverage sentiment amplifies the negative impact of investor attention on corporate environmental performance. This paper suggests that policymakers should foster a media environment that supports accurate and thorough environmental reporting while businesses should proactively engage with media to align investor perceptions with sustainable environmental practices.

Project Management Maturity Level and PMBOK 7th Recommendations: Case Study of an IT Service Provider Company

Project Management Maturity Level and PMBOK 7th Recommendations: Case Study of an IT Service Provider Company

Leonhard Med, a trusted research environment for processing sensitive research data.

This paper provides an overview of the development and operation of the Leonhard Med Trusted Research Environment (TRE) at ETH Zurich. Leonhard Med gives scientific researchers the ability to securely work on sensitive research data. We give an overview of the user perspective, the legal framework for processing sensitive data, design history, current status, and operations. Leonhard Med is an efficient, highly secure Trusted Research Environment for data processing, hosted at ETH Zurich and operated by the Scientific IT Services (SIS) of ETH. It provides a full stack of security controls that allow researchers to store, access, manage, and process sensitive data according to Swiss legislation and ETH Zurich Data Protection policies. In addition, Leonhard Med fulfills the BioMedIT Information Security Policies and is compatible with international data protection laws and therefore can be utilized within the scope of national and international collaboration research projects. Initially designed as a "bare-metal" High-Performance Computing (HPC) platform to achieve maximum performance, Leonhard Med was later re-designed as a virtualized, private cloud platform to offer more flexibility to its customers. Sensitive data can be analyzed in secure, segregated spaces called tenants. Technical and Organizational Measures (TOMs) are in place to assure the confidentiality, integrity, and availability of sensitive data. At the same time, Leonhard Med ensures broad access to cutting-edge research software, especially for the analysis of human -omics data and other personalized health applications.

The (Lingering) Curse of the Bell Curve? Performance Management in MNC IT Service Firms in India

The (Lingering) Curse of the Bell Curve? Performance Management in MNC IT Service Firms in India

Decision-Making Support in IT Services Sourcing Management Through a System Dynamics Model

Decision-Making Support in IT Services Sourcing Management Through a System Dynamics Model

E-Learning is Effectively Used for Management for IT Service Courses

This development research ailems to develop learning media (E-Learning) for employee class in management for IT service courses at Metamedia University. E-Learning is designed to improve student learning outcomes, so students can fully understand the material provided. This study uses the Instructional Development Institute development method. IDI procedures are defining, developing, and evaluating. The type of data is primary data where the data obtained from media experts, lecturers and students. Data were analysed using Descriptive Data Analysis Techniques which describe the validity, practicality, and effectiveness of using E-Learning. The results obtained from this research and development are as follows; (1) The validity of E-Learning is stated to be very valid in terms of content and interest with a total validity value of 84%, while the design aspect is stated to be valid with a total value of 85% (2) The practicality of E-Learning is based on the lecturer's response after through validation is stated to be practical with a total score of 87.5%, while the practicality of E-learning based on student responses after going through validation is stated to be practical with a total score of 80% (3) The results obtained from this study are E-Learning is effectively used by employee class students with a graduation rate of 48 student or 89% of 54 students. Based on the findings of this study, it was concluded that E-Learning is valid, practical and effective for use as a learning medium.

Cybersecurity preparedness of small-to-medium businesses: A Western Australia study with broader implications

This study was prompted by the scarcity of focused quantitative research on the cybersecurity of SMBs. Our research aimed to understand the factors influencing SMBs' approach to cybersecurity, their level of threat awareness and the importance placed on cybersecurity. It also explored the extent to which NIST CSF practices are implemented by SMBs while also detecting and ranking the prevalent challenges faced by SMBs. Additionally, resources that SMBs turn to for help and guidance were also evaluated. While the survey-based study was on Western Australian SMBs, the results are of more general and wider interest. Our study found the lack of funds to be the biggest hindrance to cybersecurity, along with a lack of knowledge on where to start implementing good security practices. SMBs also lacked familiarity with relevant regulations and frameworks. The study highlights areas for improvement, such as access control mechanisms, individual user accounts, formalised policies and procedures, and dedicated budgets. SMBs heavily rely on Google search for cybersecurity information, emphasising the need for optimised search results from authoritative sources. IT service providers and informal networks also emerge as important sources of cybersecurity guidance, while local universities could assist SMBs but remain underutilised in this regard. Interestingly, factors such as organisational size, industry sector, and revenue level did not significantly impact SMBs' perception of vulnerability to cyber threats. However, further investigation is needed to evaluate the effectiveness of different IT service models for SMBs' cybersecurity needs. Overall, the research provides valuable insights into the specific gaps and challenges faced by SMBs in the cybersecurity domain, as well as their preferred methods of seeking and consuming cybersecurity assistance. The findings can guide the development of targeted strategies and policies to enhance the cybersecurity posture of SMBs.

Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case Study on CV. Syntax Corporation Indonesia

Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case Study on CV. Syntax Corporation Indonesia

Implementing Project Management Integrated with ITIL: Case Study in a Fast-Moving Consumer Goods Company

At the last phase of an IT project, it will transfer to the operations team. It is critical to ensure the change management process integrated between project and operations is working smoothly. The study highlights lessons from implementing project management integrated with ITIL. This research is conducted on a multinational Fast-Moving Consumer Goods (FMCG) company that has already implemented project management integrated with ITIL. The study adopts PMBOK and ITIL frameworks, previous studies, and guided interviews, which are then analyzed using socio-technical aspects. This research can enrich existing literature, especially regarding IT project management and service areas. The study concludes that implementing project management integrated with ITIL brings a steadier process to IT projects. One of the socio-technical aspects changed, and the others should be adjusted. Each implementation phase results in different Socio-Technical Systems (STS) components. Nevertheless, as a whole implementation project, the company has already completed all components required.

Employee innovation during office work, work from home and hybrid work

The Covid-19 pandemic forced firms globally to shift workforces to working from home [WFH]. Firms are now struggling to implement a return to working from the office [WFO], as employees enjoy the significant benefits of WFH for their work-life balance. Therefore many firms are adopting a hybrid model in which employees work partly from the office and partly from home. We use unique and detailed data from an Indian IT services firm which contains a precise measure of innovation activity of over 48,000 employees in these three work environments. Our key outcomes are the quantity and quality of ideas submitted by employees. Based on an event study design, the quantity of ideas did not change during the WFH period as compared to WFO, but the quality of ideas suffered. During the later hybrid period, the quantity of submitted ideas fell. In the hybrid phase innovation suffered particularly in teams which were not well coordinated in terms of when they worked at the office or from home. Our findings suggest that remote and hybrid work modes may inhibit collaboration and innovation.

Pengembangan Sistem Informasi Penjadwalan dan Monitoring Backup Data Berbasis Web

This research aims to facilitate the admins of the Business Partner Department and IT Services at PT. Pupuk Sriwidjaja Palembang in searching for data, backing up data, and scheduling data in an organized manner. To support this convenience, the author has developed a web-based infrastructure backup data portal system, utilizing a MySQL database. This system can be used to manage network data, website data, as well as data reports or archives. The research method employed is the Waterfall method, which consists of several stages: analysis, design, implementation, testing, and maintenance. Data collection methods included interviews and observations. The result of this research is a website that enhances the performance of the admins of the Business Partner Department and IT Services at PT. Pupuk Sriwidjaja Palembang in managing company data.

New opportunities for individual investment in the new political reality: IT services and FinTech opportunities

New opportunities for individual investment in the new political reality: IT services and FinTech opportunities

Transforming IT Services : Strategic Approaches and Lessons Learned

The paper reviewed relevant articles on strategic pursuit management. Being a conceptual paper, I have started by highlighting the overview / essence of strategic pursuit management and elaborating the role of Pursuit leader. This was followed by research and refereeing different proven strategies and factors that may lead to discussions on factors that affect strategy formulation, strategy implementation as well as factors bedeviling strategy implementation. Essentiality of strategic management practices as a radical improvement method was equally highlighted.

Projection of the prevalence of tracheal, bronchus, and lung cancer incidence using cigarette smoking prevalence in Iran from 1990 to 2018: a comparison of latent period-based models with standard forecasting models

BackgroundSmoking is the major risk factor for tracheal, bronchus, and lung (TBL) cancers. We investigated the feasibility of projecting TBL cancer incidence using smoking incidence rates by incorporating a range of latent periods from the main risk factor exposure to TBL cancer diagnosis.MethodsIn this ecological study, we extracted data on TBL cancer incidence rates in Iran from 1990 to 2018 from the Global Burden of Disease (GBD) database. We also collected data on Iranian cigarette smoking patterns over the past 40 years through a literature review. The weighted average smoking incidence was calculated using a fixed-effects model with Comprehensive Meta-Analysis (CMA) software. Using these data, the five-year TBL cancer incidence in Iran was projected through time series modeling with IT Service Management (ITSM) 2000 software. A second model was developed based on cigarette smoking incidence using linear regression with SPSS (version 22), incorporating different latent periods. The results of these two models were compared to determine the best latent periods.ResultsAn increasing trend in TBL cancer incidence was observed from 2019 to 2023 (first model: 10.30 [95% CI: 9.62, 10.99] to 11.42 [95% CI: 10.85, 11.99] per 100,000 people). In the second model, the most accurate prediction was obtained with latent periods of 17 to 20 years, with the best prediction using a 17-year latent period (10.13 to 11.40 per 100,000 people) and the smallest mean difference of 0.08 (0.84%) per 100,000 people using the standard forecasting model (the ARIMA model).ConclusionProjecting an increase in TBL cancer incidence rates in the future, an optimal latent period of 17 to 20 years between exposure to cigarette smoke and TBL cancer incidence has implications for macrolevel preventive health policymaking to help reduce the burden of TBL cancer in upcoming years.

Indicators of technostress, their association with burnout and the moderating role of support offers among nurses in German hospitals: a cross-sectional study

ObjectivesTo examine the level of indicators of technostress among nurses with and without a leadership position, the relationship between indicators of technostress and burnout and the moderating role of support...

Measuring ERP System Readiness with COBIT 2019 at IT Vendor Industry

The application of information technology that supports company business activities in IT services can be assessed for its IT governance capabilities using the COBIT 2019 framework, including security aspects. This research aims to determine the company's IT governance capabilities in the Managed Risk (APO12), Managed Security (APO13), and Managed Configuration (BAI10) domains to overcome security risks and provide recommendations for achieving a higher level of capability. This qualitative research uses data obtained through interviews and literature studies. Based on the results of capability measurements, the company received a score at level 2 to target levels 3 and 4, which indicates a gap of 1 to 2 levels. Recommendations include improving risk understanding, security awareness, security controls, and configuration management. Additionally, recommendations for ERP modules such as risk management, information security management, project management, configuration management, and quality management are proposed to address the identified issues.