Audit Capability Level Using COBIT 5.0: A University Customer Care Center at University of Jember

Abstract

This research aims to determine capability level of information system governance of UC3 in University of Jember through information system audit. UC3 (University Customer Care Center) is a complaint service system of academicians in the environment of University of Jember. The used audit framework in this research is COBIT 5 domain DSS (Deliver, Service and Support). DSS Domain consists of 6 process controls focusing on IT service process and its technical supports including system security, service sustainability, training and ongoing data management. Results of capability level audit is in level 1 for DSS01, DSS02 and DSS03 as well as level 0 for DSS03, DSS04 and DSS05, this indicates that UC3 is still limited to its implementation in order to achieve its business goals, without any management on planning, supervision and adjustment. Then, it leads to recommendation based on gap results of existing level and target level as well as from guidance of base practice PAM. The recommendation can be used as a guidance to improve effectiveness and efficiency of University of Jember to manage the UC3.