Evaluation of the information technology system services for medium higher education based on ITIL (A case study of polytechnic XYZ)

Abstract

Information Technology Infrastructure Library (ITIL) is a set of concept and techniques for managing the infrastructure, development, and operation of information technology (IT) for all types of organizations. The implementation of ITIL aims to improve the services of IT service organizations while meeting the needs of customers with various stages to gain a competitive advantage. The case study in this research is Polytechnic XYZ that needs to use strategic information technology role in supporting and improving service quality of an organization, by analyzing gap and measuring maturity level based on ITIL standard framework. The end result of the service quality planning developed with ITIL can be used as a reference in improving the role of information technology and systems in supporting organizational business processes at Polytechnic XYZ, in the form of policy documentation and IT Service Management guide (ITSM). In the final stages, the critical success factor to ensure continuous improvement of IT services.

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