Measurement of the IT Helpdesk Capability Level Using the COBIT 5 Framework

Abstract

Directorate Information System of Airlangga University (Direktorat Sistem Informasi Universitas Airlangga, DSI) is a unit of Airlangga University as an IT service for all stakeholders. DSI using helpdesk as an IT service to manage service request and incident. The aims of capability level measurement is to improve IT helpdesk to reach a target score. This research using COBIT 5 framework began by mapping domains through several stages. Those several stages are; stakeholder needs analysis, enterprise goals identification, IT goals identification and domain process COBIT 5 identification. The result of the mapping domain obtained DSS 02 manage service request and incident. The next stages are measure current condition capability level, determine expected level, determine gap. The results of this research using DSS 02 domain process showed a level 1 capability level percentage of 97.23% which is a fully achieved rating level and so is rated to level 1 and go to the next level assessment. Level 2 PA 2.1 capability level percentage of 80% which is a largely achieved rating level and PA 2.2 capability level percentage of 60% which is a largely achieved rating level. So, current capability level rated to level 2. The expected level is at level 3. Hence to achieve a level 3 an improvement is required by applying base practices and fulfilment work products of level 2 and 3.