Analisis Manajemen Layanan TI Pada Perusahaan Penyedia Layanan Internet Menggunakan ITIL V4 Service Value System

Irmawati Tri Wahyuni; Andini Diyas Saputri; Ito Setiawan; Banu Dwi Putranto

doi:10.61132/mars.v3i6.1224

Authors

Irmawati Tri Wahyuni Universitas Amikom Purwokerto
Andini Diyas Saputri Universitas Amikom Purwokerto
Ito Setiawan Universitas Amikom Purwokerto
Banu Dwi Putranto Universitas Amikom Purwokerto

DOI:

https://doi.org/10.61132/mars.v3i6.1224

Keywords:

Gap Analysis, Internet Service Provider, ITIL V4, ITSM, Service Value System

Abstract

This study analyzes the gap in the implementation of Information Technology IT service management at an internet service provider in Purwokerto using the ITIL V4 Service Value System SVS framework. The company faces a number of major problems, such as delays in incident handling, data fragmentation between operational applications, low automation in network monitoring, and suboptimal coordination between the technical and customer service divisions. The purpose of this study is to evaluate the level of compliance of current service practices with ITIL V4 SVS best practices and to formulate recommendations for improvements that can increase operational efficiency and service reliability. The research uses a qualitative descriptive method with a case study approach, with data collected from interviews and observations in the technical and customer service divisions, then analyzed based on the five main components of ITIL V4 SVS. The results show that the company has implemented several ITIL principles, particularly in terms of customer value focus and process simplicity, but the implementation of iterative feedback, data integration, and automation is still at a low level of maturity. This study concludes that strengthening the real-time monitoring system, increasing cross-divisional visibility, and establishing a Continual Improvement Register are important steps towards realizing more efficient, responsive, and sustainable IT service management.

References

Axelos. (2019). ITIL® Foundation: ITIL 4 Edition. https://www.axelos.com

APJII. (2024). Laporan Survei Internet Indonesia 2024. Asosiasi Penyelenggara Jasa Internet Indonesia. https://apjii.or.id

Bramanditya, Y., & Handoko, A. W. (2025). Evaluasi dokumentasi insiden dan proses continual improvement pada sistem layanan digital berbasis ITSM. Jurnal Teknologi Informasi dan Sistem Cerdas, 9(1), 45–58.

Darmawati, M. P., Amrozi, Y., & Milad, K. (2024). Evaluasi ITSM pada sistem kartu inventarisasi barang menggunakan framework ITIL V3. Jurnal Esensi Infokom, 8(2), 2828–6707. https://doi.org/10.55886/infakom.v8i2.906

DSSA. (2025, March 7). MyRepublic capai 1 juta pelanggan: Merayakan dekade inovasi dan transformasi digital. DSSA Press Release. https://dssa.co.id/id/press-release/myrepublic-reaches-1-million-customers-celebrating-a-decade-of-innovation-and-digital-transformation-1741320397777

Fajriah, R., & Meiyanti, R. (2025). Implementasi framework ITIL V4 pada perancangan electronic IT helpdesk di Kelurahan Duri Kepa Jakarta Barat. Jurnal Satya Informatika, 10(1), 26–40.

Firdaus, A., & Setiyawan, M. A. (2023). Penerapan Continual Improvement Register (CIR) untuk meningkatkan koordinasi penanganan insiden pada ISP regional. Jurnal Sistem Informasi dan Teknologi, 12(3), 201–214.

Fitria Desvita, A., Amelia, D., Ayunda, N. S., & Setiawan, I. (2024). Analisis manajemen layanan TI menggunakan ITIL V3 domain service operation pada CV. Purwotama Satria. Jurnal Sistem Informasi (Teknofile), 2, 929–938.

Harjanto, A., & Aji, R. F. (2024). Improving IT assets management with ITIL 4 framework. Jurnal Ilmu Komputer dan Informasi, 17(2), 127–143. https://doi.org/10.21609/jiki.v17i2.1195

Herlinudinkhaji, D., & Kurnia Ramadhani, L. (2023). Tata kelola layanan teknologi informasi dengan ITIL V4 untuk estimasi layanan. Remik, 7(1), 452–457. https://doi.org/10.33395/remik.v7i1.12058

IDC & Veeam. (2024). Global Data Protection and Downtime Impact Report 2024. International Data Corporation & Veeam Software.

ITIC. (2024). 2024 Hourly Downtime Cost Survey Report. Information Technology Intelligence Consulting. https://itic-corp.com

Krismayanti, D., & Sutabri, T. (2023). Analisis IT service management (ITSM) pada layanan administrasi mahasiswa STIPER Sriwigama menggunakan framework ITIL V3. Indonesian Journal of Multidisciplinary on Social and Technology, 1(3), 190–195. https://doi.org/10.31004/ijmst.v1i3.149

Matchett, C., Doheny, R., Laske, C., Hundal, A., & Perspectives, A. (2024). Magic Quadrant for Artificial Intelligence Applications in IT Service Management. Gartner Research.

Misbachul, M., & Al Arobi, U. (2023). Asesmen dan peningkatan manajemen layanan teknologi informasi pada practice supplier management dan service level management menggunakan ITIL 4. Jurnal Teknologi dan Sistem Informasi, 10(2).

Nugroho, R., Prasetyo, H., & Utami, D. (2023). Analisis data aset jaringan dan performa infrastruktur untuk perencanaan kapasitas pada penyedia layanan internet. Jurnal Jaringan Telekomunikasi, 8(2), 67–79.

Rafly Syahrul Fathan, M., Tul Hikmah, N., & Mulya Deswanto, Z. (2024). Analisis implementasi framework ITIL V.4 dalam peningkatan manajemen layanan di aplikasi MyTelkomsel. Jurnal Sains dan Teknologi (JSIT), 4(3). http://jurnal.minartis.com/index.php/jsit

Ridho Mubarok, M., & Dandi Ramadhan, M. (2024). Analisa kinerja jaringan nirkabel Universitas Amikom Purwokerto berdasarkan konsep Quality of Service (QoS). Jurnal Telekomunikasi dan Informatika, 3(4), 235–241. https://doi.org/10.55123

Romadhon, A. (2017). Mengukur tingkat kematangan layanan IT dengan framework ITIL V3 (Studi kasus: PUSTIPANDA UIN Jakarta).

Rosyadi, A., & Yusup, M. (2022). Tantangan implementasi continual improvement pada ISP lokal: Studi kasus Jawa Tengah. Jurnal Informatika dan Rekayasa Sistem, 6(4), 312–325.

Safitri, C. I., Supriyadi, D., & Astiti, S. (2021). Analisis tingkat kematangan manajemen layanan teknologi informasi menggunakan framework ITIL V3. Jurnal Jupiter, 13(1).

SDPPI. (2023). Laporan Direktorat Jenderal Sumber Daya dan Perangkat Pos dan Informatika Kementerian Komunikasi dan Informatika 2023.

Statista. (2025). Increased telecoms spending expected in 2024. Statista Research Department. https://www.statista.com/markets/418/topic/481/telecommunications

Suhartono, A., & Wijaya, T. (2024). Implementasi Continual Improvement Register (CIR) pada ISP berskala nasional untuk optimalisasi manajemen layanan TI. Jurnal Infrastruktur & Teknologi Informasi, 5(1), 11–25.

Suryandari, P. C. (2021). Analisis performansi jaringan IndiHome Fiber di Purwokerto. Journal of Telecommunication, Electronics, and Control Engineering (JTECE), 2(2), 93–104. https://doi.org/10.20895/jtece.v2i2.112