Ananda, Nabilla Rizky (2026) Pengukuran Kematangan Layanan TI Menggunakan Framework ITIL V4 (Studi Kasus : Bagian ICT Universitas Hayam Wuruk Perbanas Surabaya). Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
This study aims to analyze the maturity level of information technology services at Universitas Hayam Wuruk Perbanas Surabaya in the use of the Academic Information System (SIMAS) by applying the ITIL V4 framework, which includes key practices such as Architecture Management, Continual Improvement, Availability Management, and Incident Management. SIMAS is a web-based system designed to support academic activities such as course registration (KRS), grading, and integrated student data management. This research employs a descriptive quantitative approach using a survey method by distributing questionnaires to 86 active students of Universitas Hayam Wuruk Perbanas Surabaya who have used SIMAS. In addition, interviews were conducted with the ICT Department as the system manager to strengthen the collected data. Data analysis was performed using maturity level measurement and gap analysis based on the ITIL V4 framework. This study is expected to provide an overview of the IT service maturity level and serve as a reference for evaluating and improving the quality of SIMAS services to be more effective, efficient, and sustainable in the future.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.403 8 - MANAGEMENT INFORMATION SYSTEM |
| Divisions: | Bachelor of Information Systems |
| Depositing User: | NABILLA RIZKY ANANDA |
| Date Deposited: | 16 Apr 2026 06:46 |
| Last Modified: | 16 Apr 2026 06:46 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/14200 |
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