IMPLEMENTATION OF IT SERVICE MANAGEMENT (ITSM) IN SERVICE LEVEL MANAGEMENT AND CAPACITY AND PERFORMANCE MANAGEMENT PROCESSES

Abstract

IT Service Management (ITSM) is important for organizations to address IT issues and create optimal services, aligned with user needs, improve quality, and streamline management costs. ITSM can be a structured approach for agencies such as Diskominfo Kota Bandung to maximize the use of IT in providing its services. This research eval_uates the implementation of ITSM in the Service Level Management and Capacity and Performance Management processes at Diskominfo Kota Bandung using the ITIL V3 framework as a best practice in ITSM management, using process maturity level measurements based on the Capability Maturity Model Integration (CMMI). The results of interviews and assessments that have been analyzed based on ITIL V3 show that the Service Level Management process is still at Level 1 (Initial) due to the inability to document and approve Service Level Requirements (SLR) and Service Level Agreements (SLA). On the other hand, the Capacity and Performance Management process has achieved most of the objectives at Level 1 and Level 2 (Repeatable), but still requires improvement, especially in guaranteeing the services provided and the use of the Capacity Management Information System. This research focuses on gap analysis, preparation of improvement recommendations covering people, process, and technology aspects, and designing a roadmap based on ITIL V3 to optimize IT service management to reach Level 2 as a whole.