{"title":"Information technology service performance management using COBIT and an ITIL framework: A systematic literature review","authors":"Verónica, Angellia Debora Suryawan","doi":"10.1109/ICIMTECH.2017.8273528","DOIUrl":null,"url":null,"abstract":"Information systems play a significant role in assisting and improving a university's operational work performance. The quality of IT service is also needed to provide an information system that matches with a university's needs. As a result, evaluations need to be conducted towards IT services in fulfilling the needs and providing satisfaction for information systems users. The purpose of this paper was to conduct a synthesis of the service work performance provided by the IT Division towards information systems users by using systematic literature review. The methodology used in this research was a literature study related with a COBIT and ITIL framework, as well as finding the interrelatedness between service managements toward an increase of IT work performance.","PeriodicalId":439941,"journal":{"name":"2017 International Conference on Information Management and Technology (ICIMTech)","volume":"34 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2017-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"8","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2017 International Conference on Information Management and Technology (ICIMTech)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/ICIMTECH.2017.8273528","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 8
Abstract
Information systems play a significant role in assisting and improving a university's operational work performance. The quality of IT service is also needed to provide an information system that matches with a university's needs. As a result, evaluations need to be conducted towards IT services in fulfilling the needs and providing satisfaction for information systems users. The purpose of this paper was to conduct a synthesis of the service work performance provided by the IT Division towards information systems users by using systematic literature review. The methodology used in this research was a literature study related with a COBIT and ITIL framework, as well as finding the interrelatedness between service managements toward an increase of IT work performance.