Analysis of Information Technology Services Management using the ITIL V3 Domain Service Operation Framework on SIMDA (Case Study: Boyolali Regency Inspectorate)

Abstract

Boyolali Regency Inspectorate is the Government's Watchdog’s Internal Area. The agency implements IT to make easier in managing of information. The system that is applied in Boyolali Regency Inspectorate in the form of a financial information system area (SIMDA) that serves to help the operational work as well as to ease in managing of financial area. However, in the IT operations, there are still constraints at hand such as lack of knowledge regarding the handling of network problems that inhibit operations of SIMDA. Thus, in the use of IT services, the researchers want to analyze the information technology service management using the ITIL V3 domain service operation on SIMDA. Data collection was performed by a descriptive-qualitative method in the form of an interview. The result of the interview shows that the system of services provided was pretty good but there are still problems in failed login due to slow internet connection and the lack of user’s knowledge in the IT field. This has effect on operational management of IT services. Thus, this analysis is conducted to help knowing and improving the applied IT service management. Keywords—ITIL V3, Service Operation, IT Services Management