Analisis ITSM Pada Layanan Teknologi Informasi Di PT Pelindo Regional 2 Menggunakan Cobit 2019

Naufal Al Mubarak; Arif Yulianto

Authors

Naufal Al Mubarak Universitas Multi Data
Arif Yulianto Universitas Multi Data

Keywords:

IT Service Management, COBIT 2019, Domain DSS, Capability Level, Tata Kelola TI

Abstract

Penelitian ini bertujuan untuk menganalisis tingkat kapabilitas pengelolaan IT Service Management (ITSM) pada layanan teknologi informasi di PT Pelindo Regional 2 Palembang menggunakan framework COBIT 2019, khususnya pada domain Deliver, Service, and Support (DSS). Metode penelitian yang digunakan meliputi wawancara, observasi, studi dokumen, serta penyebaran kuesioner kepada 30 responden yang terlibat dalam pengelolaan layanan TI. Data dianalisis menggunakan skala Guttman dan dikonversi ke Capability Level COBIT 2019. Hasil penelitian menunjukkan bahwa seluruh domain DSS, yaitu DSS01 hingga DSS06, berada pada Capability Level 5 (Optimizing) dengan rata-rata pencapaian di atas 95%. Hal ini menandakan bahwa proses pengelolaan layanan TI telah berjalan secara terstandarisasi, terukur, dan menerapkan perbaikan berkelanjutan. Meskipun demikian, peningkatan tetap diperlukan pada aspek otomatisasi, pemantauan real-time, dan integrasi layanan untuk menjaga keberlanjutan kinerja layanan TI.

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