p–ISSN: 2723 - 6609 e-ISSN: 2745-5254
Vol. 5, No. 7 July 2024 http://jist.publikasiindonesia.id/
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3541
Analysis of IT Service Quality on Attendance Application
with ITIL V.4 Approach: A Case Study on CV. Syntax
Corporation Indonesia
Komarudin
1*
, Muhammad Hatta
2
, Chairun Nas
3
Universitas Catur Insan Cendekia (UCIC) Cirebon, Indonesia
Email:
1*
2
,
3
*Correspondence
ABSTRACT
Keywords: IT service
quality, application
attendance, ITIL V.4, IT
service management,
service efficiency.
This study aims to analyze the quality of Information
Technology (IT) services in attendance applications with the
ITIL V.4 approach in CV. Syntax Corporation Indonesia.
The case study is used as a research approach to explore
information related to the implementation of ITIL V.4 in
improving the quality of IT services in the company's
attendance application. The results of the study show that the
implementation of ITIL V.4 can make a positive
contribution to improving the quality of IT services in
attendance applications at CV. Syntax Corporation
Indonesia, with improved efficiency, reliability, and
responsiveness of services. By implementing the ITIL V.4
approach, companies can improve the overall IT service
management process, so that it can have a positive impact on
the productivity and operational effectiveness of the
company.
Introduction
In the era of digitalization that continues to develop, Information Technology (IT)
services have become an integral element in company operations. (Harto et al., 2023).
One of the important applications is the attendance application, which plays a major role
in human resource management. (Hudri, Yamin, & Khadafie, 2024). However, amid
increasing expectations for IT services, there is often a gap between expectations and
reality in the use of attendance applications. (Darsana & Koerniawaty, 2021). CV. Syntax
Corporation Indonesia as a case study experienced technical obstacles and service quality
problems that interfered with the employee attendance process. Issues such as delays in
reporting attendance, data errors, and employee dissatisfaction are issues that need to be
addressed. Therefore, this study approaches this problem by proposing an analysis of the
quality of IT services in attendance applications with the Information Technology
Infrastructure Library (ITIL V.4) approach. (Hanief & Jefriana, 2018).
CV. Syntax Corporation Indonesia is a private company based in Cirebon City with
a Vision to become a leading company in Indonesia Based on Learning Organizations by
Komarudin, Muhammad Hatta, Chairun Nas
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3542
2025. By applying the ITIL v.4 approach, this study will identify aspects of IT service
quality that need to be evaluated and improved (Setyaningsih, Prabowo, & Saintika,
2023). The results of this study are expected to provide valuable insights into CV. Syntax
Corporation Indonesia on how to improve the effectiveness and efficiency of their IT
services through attendance applications, so that it can provide greater benefits for the
company and its users (Suban & Emanuel, 2020). IT service quality issues in attendance
applications can disrupt the employee attendance process and affect the company's
productivity (Novita, Supiandi, & Wintana, 2023). Delays in reporting attendance, data
errors, and employee dissatisfaction can affect a company's efficiency and effectiveness
(Sutomo, 2017).
Therefore, the impact that will affect employees is that the payroll process can be
late, affecting the financial and financial stability of employees due to the slow payment
of salaries, discomfort to employees will also begin to be felt because there is often
uncertainty in the attendance data that is entered, therefore this study aims to analyze the
quality of IT services provided through the attendance application in CV. Syntax
Corporation Indonesia (Lubis & Mulyadi, 2024).
The ITIL v.4 approach is considered relevant because of its focus on end-to-end
management from a service perspective, which can provide solutions to challenges in
managing attendance applications. (Wijaya & Sutabri, 2023). This study will also
consider the right method to handle the IT service quality problems faced by CVs. Syntax
Corporation Indonesia. The decision to use the ITIL v.4 approach was considered the
right choice because of its ability to identify, analyze, and solve problems with a
systematic approach (Susanto, 2016). In addition, this approach allows companies to
understand and manage various aspects of IT services ranging from needs management,
planning, design, and implementation, to service improvement. (da Cruz Carvalho, Riana,
& Soares, 2020).
The research conducted by (Kemas et al., 2024) is entitled "Analysis of Smart
Library Services Using the ITIL V 4 Framework at the UIN Raden Fatah Palembang
Library" (Safitri, Supriyadi, & Astiti, 2021). This study discusses the challenges faced by
the Self Loan and Book Drop Service at the UIN Raden Fatah Palembang Library,
including low user awareness, process errors, lack of integration with the library
management system, and the risk of abuse or fraud. To overcome these problems, this
study uses a systematic methodology and the ITIL V4 Framework. The main goal is to
understand and improve library service procedures to ensure efficiency in information
management. The conclusion of this study confirms that improved procedures and the use
of the ITIL V4 framework can significantly improve IT services in the Library of UIN
Raden Fatah Palembang. Thus, the recommendations produced from this analysis are
expected to be an important guide in directing further improvement and development of
library services.
Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case
Study on CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3543
Research Methods
The Critical Success Factors (CSF) method has been widely used in various aspects
of information technology to ensure the success of projects and operations. CSF assists
organizations in identifying and focusing on the elements that are critical to their success.
Here are some of the uses of the CSF method.
Results and Discussion
The data processing stage begins by collecting and processing data generated from
questionnaires that have been distributed and filled out by respondents by the
predetermined sample. The data processing process aims to obtain a clear understanding
of the final results of the questionnaire that has been collected, based on the statements
given by the respondents. This process involves calculating the questionnaire by adding
up the weights of each answer score given by the respondent, which generally ranges
from a scale of 1 to 5. From the results of this calculation, it is possible to identify the
maturity level of the evaluated IT services, which will later be used as a basis for further
analysis.
The formula used to calculate the maturity level of the questionnaire results
generally involves certain methods that are by the assessment scale used. This formula is
designed to convert the answer values from the questionnaire into a more standardized
measure that can be interpreted more easily. Thus, through this data processing process,
researchers can measure the maturity level of IT services based on the responses from
respondents and gain a deeper understanding of the aspects that need to be improved or
improved in the evaluated IT services. Agile Capability Maturity consists of level 1 to
level 5. The value range is as follows:
Level 1: Range of 0 – 80
Level 2: Score range 81 – 160
Level 3: Value range 161 – 240
Level 4: Value range 241 – 320
Level 5: Range of values above (+++)
General Management Practice
Table 1
Results of the Recapitulation of the General Management Practice Questionnaire
No
Practice/Sub-domain
Maturity Level
Rata
-
Rata
Rata-Rata
Architecture Management
1
What is the current
architecture of the attendance
application in CV? Syntax
Corporation Indonesia
3
3
4
4
3.50
3.42
Komarudin, Muhammad Hatta, Chairun Nas
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3544
No
Practice/Sub-domain
Maturity Level
Rata
-
Rata
Rata-Rata
complies with the latest
standards and practices in IT
architecture management.
2
What are the key components
that are part of the attendance
application architecture
managed by CV? Syntax
Corporation Indonesia and
the extent to which the
interaction and integration
between these components
have been optimized?
3
4
3
4
3.50
3
How is the process of
managing architectural
changes carried out in CV?
Syntax Corporation
Indonesia, including policies,
procedures, and use of tools
that support the development
and maintenance of
attendance application
architectures?
3
4
3
3
3.25
Continual Improvement
1
How the Continual
Improvement evaluation
process is integrated into IT
service management on CV
attendance applications.
Syntax Corporation
Indonesia using the ITIL V4
approach?
4
3
4
4
3.75
3.58
2
What methods are used by
CV. Syntax Corporation
Indonesia in identifying and
analyzing areas that require
continuous improvement in
their attendance application
services by the principle of
Continual Improvement.
3
4
4
4
3.75
Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case
Study on CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3545
No
Practice/Sub-domain
Maturity Level
Rata
-
Rata
Rata-Rata
3
How is your CV? Syntax
Corporation Indonesia
implements effective and
efficient improvement
actions based on the results
of the Continual
Improvement evaluation to
ensure that their attendance
application services continue
to evolve and improve by
ITIL V4 standards.
3
4
3
3
3.25
Knowledge Management
1
How internal knowledge
about the use of attendance
applications is maintained
and updated in CVs. Syntax
Corporation Indonesia?
4
3
4
4
3.75
3.58
2
Is there a clear procedure for
storing and sharing
knowledge about common
problems and solutions in the
use of attendance
applications in the company?
3
4
4
4
3.75
3
How is your CV. Syntax
Corporation Indonesia
encourages collaboration
between employees to share
experience and knowledge in
the use of attendance
applications to increase
efficiency and effectiveness.
3
4
3
3
3.25
Measurement and Reporting
1
How is the process of
measuring the performance
of attendance applications
carried out in CV? Syntax
Corporation Indonesia, and
how the results are used as
the basis for further
improvement and
development?
4
3
4
4
3.75
3.58
Komarudin, Muhammad Hatta, Chairun Nas
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3546
No
Practice/Sub-domain
Maturity Level
Rata
-
Rata
Rata-Rata
2
Are there clear and
measurable metrics to
evaluate the quality of
service of attendance
applications, and how are the
results of these
measurements presented to
relevant stakeholders?
3
4
4
4
3.75
3
How is your CV. Syntax
Corporation Indonesia uses
performance reports and
measurement results to
identify trends, improve
processes, and improve user
experience in using
attendance applications.
3
4
3
3
3.25
Organizational Change Management
1
How is your CV. Syntax
Corporation Indonesia
manages organizational
changes related to the
implementation and use of
attendance applications in
the IT context, including
efforts to facilitate seamless
adoption and integration.
4
3
4
4
3.75
3.58
2
What are the strategies used
by CV. Syntax Corporation
Indonesia to mitigate
resistance to changes that
may arise when
implementing or changing
attendance applications, and
how effective is the strategy?
3
4
4
4
3.75
3
How is CV? Syntax
Corporation Indonesia
involves stakeholders in the
process of changing the
attendance application, and
to what extent does their
involvement affect the
3
4
3
3
3.25
Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case
Study on CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3547
No
Practice/Sub-domain
Maturity Level
Rata
-
Rata
Rata-Rata
successful implementation
and adoption of the
application?
Relationship Management
1
How is your CV. Syntax
Corporation Indonesia
ensures that the relationship
with vendors or service
providers related to
attendance applications runs
effectively and continuously.
4
3
4
4
3.75
3.58
2
What strategies are used by
CVs? Syntax Corporation
Indonesia maintains good
relationships with internal
users regarding attendance
applications, such as
employees and management,
to ensure user satisfaction
and good acceptance of
changes.
3
4
3
4
3.50
3
How is CV? Syntax
Corporation Indonesia
manages communication and
expectations between related
parties, including vendors,
internal users, and
management, in the context
of implementation,
maintenance, and
development of attendance
applications.
3
4
4
3
3.50
Risk Management
1
How is your CV? Syntax
Corporation Indonesia
proactively identifies,
evaluates, and manages risks
4
3
4
4
3.75
3.58
Komarudin, Muhammad Hatta, Chairun Nas
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3548
No
Practice/Sub-domain
Maturity Level
Rata
-
Rata
Rata-Rata
associated with attendance
applications.
2
What are the concrete steps
taken by CV. Syntax
Corporation Indonesia to
reduce the risk of security
vulnerabilities in the use of
attendance applications,
including implementing
preventive and remedial
measures.
3
4
4
4
3.75
3
How is the risk mitigation
process used in the day-to-
day operational management
of attendance applications to
ensure service continuity and
protection of sensitive
employee data?
3
4
3
3
3.25
Rata-Rata
3
.
5
6
*The maturity level value is rounded down (ex: 3.56 means level 3)
Table 1 shows the results of the recapitulation of the questionnaire related to
General Management Practice. Each practice or sub-domain is evaluated using the ITIL
V4 framework, which provides detailed insights into the maturity of IT management
practices. In the Architecture Management sub-domain, companies assess the current
architecture of attendance applications, identify key components, and evaluate the process
of architectural change. Meanwhile, in Continuous Improvement Practices, evaluations
are conducted against the integration of continuous improvement evaluations in IT
service management, including methods of identifying problems and corrective actions
taken. In Knowledge Management, the focus is on how internal knowledge is managed
and shared, as well as how collaboration between employees is improved to advance
efficiency. (Wiranti & Frinaldi, 2023). Measurement and Reporting practices highlight
the measurement of attendance application performance, service quality metrics, and the
use of reports to identify trends and improve processes. Furthermore, Organizational
Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case
Study on CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3549
Change Management reviews a company's strategy for managing change, engaging
stakeholders, and maintaining relationships with vendors. Risk Management Practice
evaluates a company's ability to identify, evaluate, and manage risks related to attendance
applications, including mitigation measures taken. The average maturity level, reflecting
the overall maturity level of IT practices, is determined based on the average score of all
practices evaluated, with a value of 3.56 reflecting the overall maturity level of the
company.
Service Management Practice
Table 2
Hasil Rekapitulasi Kuisioner Service Management Practice
No
Practice/Sub-domain
Maturity
Level
Rata-Rata
Rata-
Rata
Availability Management
1
How is your CV? Syntax
Corporation Indonesia
ensures optimal
availability of attendance
applications for users,
including actions taken to
reduce downtime and
increase operational
time.
3
5
3
4
3.75
3.33
2
What are the steps taken
by CV. Syntax
Corporation Indonesia to
monitor and manage the
availability of attendance
applications, including
backup and recovery
strategies in
emergencies.
3
3
3
3
3.00
3
How the repair and
maintenance process is
carried out by CV.
Syntax Corporation
Indonesia to ensure a
high level of availability
and continuity of
attendance application
services?
3
4
3
3
3.25
Capacity and Performance Management
Komarudin, Muhammad Hatta, Chairun Nas
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3550
No
Practice/Sub-domain
Maturity
Level
Rata-Rata
Rata-
Rata
1
How is your CV? Syntax
Corporation Indonesia
manages the
infrastructure capacity
and performance of
attendance applications
to ensure that the system
can handle the increased
workload over time.
3
4
5
3
3.75
3.58
2
What strategies are used
by CVs? Syntax
Corporation Indonesia in
monitoring and
measuring the
performance of
attendance applications,
including steps taken to
identify and address
potential bottlenecks?
2
4
5
4
3.75
3
How is your CV? Syntax
Corporation Indonesia
identified projected
future capacity needs and
planned to ensure
adequate scalability and
availability of their
attendance applications.
3
4
3
3
3.25
Change Control
1
How is your CV? Does
Syntax Corporation
Indonesia manage
changes to their
attendance applications,
including the process for
assessing, approving and
implementing those
changes to minimize the
negative impact on
existing services?
4
3
4
4
3.75
3.58
Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case
Study on CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3551
No
Practice/Sub-domain
Maturity
Level
Rata-Rata
Rata-
Rata
2
Is CV. Does Syntax
Corporation Indonesia
have formal procedures
in place to manage
changes to attendance
applications, including
documentation, testing,
and reporting of changes
to relevant stakeholders?
3
4
4
4
3.75
3
Bagaimana CV. Syntax
Corporation Indonesia
mengukur efektivitas
proses Change Control
mereka dalam mengelola
risiko, memastikan
keandalan sistem, dan
memenuhi kebutuhan
bisnis secara
keseluruhan?
3
4
3
3
3.25
Incident Management
1
How is your CV? Syntax
Corporation Indonesia
manages incidents that
occur on their attendance
applications, including
reporting, handling, and
remediation processes to
minimize the impact on
users and businesses.
4
3
4
4
3.75
3.58
2
Is CV. Syntax
Corporation Indonesia
has a mechanism to
classify and prioritize
incidents based on their
level of importance and
impact on operations and
services.
3
4
4
4
3.75
Komarudin, Muhammad Hatta, Chairun Nas
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3552
No
Practice/Sub-domain
Maturity
Level
Rata-Rata
Rata-
Rata
3
How is your CV? Syntax
Corporation Indonesia
analyzes incidents that
occur to identify root
causes, take corrective
action, and prevent
similar incidents in the
future.
3
4
3
3
3.25
IT Asset Management
1
How is your CV? Syntax
Corporation Indonesia
tracks, manages, and
maintains its IT assets,
including software,
hardware, and other
resources necessary to
support its attendance
application operations.
4
3
4
4
3.75
3.58
2
Is CV. Syntax
Corporation Indonesia
has a documented
process for acquiring,
allocating, and managing
IT assets, as well as
ensuring that they are
used efficiently and for
business needs.
3
4
4
4
3.75
3
How is your CV? Syntax
Corporation Indonesia
manages the lifecycle of
their IT assets, including
updates, upgrades, and
removals, as well as how
they anticipate future
needs for updates and
replacements.
3
4
3
3
3.25
Monitoring and Event Management
Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case
Study on CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3553
No
Practice/Sub-domain
Maturity
Level
Rata-Rata
Rata-
Rata
1
How is your CV? Syntax
Corporation Indonesia
monitors the
performance and
reliability of their
attendance applications,
as well as the IT
infrastructure that
supports them, to identify
events or changes that
affect services.
4
3
4
4
3.75
3.58
2
Is CV. Does Syntax
Corporation Indonesia
have systems or tools to
detect, record, and
respond to events or
changes in their IT
environment efficiently
and quickly?
3
4
3
4
3.50
3
How is your CV? Syntax
Corporation Indonesia
ensures that its
Monitoring and Event
Management processes
are integrated with
business needs and that
the information
generated is used to
improve service quality
and reduce the risk of
disruption.
3
4
4
3
3.50
Problem Management
1
How is your CV? Syntax
Corporation Indonesia
identifies, analyzes, and
manages problems that
arise in their attendance
applications, and what
steps are taken to address
the root cause?
4
3
4
4
3.75
3.58
Komarudin, Muhammad Hatta, Chairun Nas
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3554
No
Practice/Sub-domain
Maturity
Level
Rata-Rata
Rata-
Rata
2
Is CV. Does Syntax
Corporation Indonesia
have a structured process
to track and handle issues
reported by users or
detected through
proactive system
monitoring?
3
4
4
4
3.75
3
How is your CV? Syntax
Corporation Indonesia
measures the
effectiveness of their
Problem Management
policies and procedures,
and what efforts are
being made to
continuously improve
these processes to reduce
the impact of future
problems?
3
4
3
3
3.25
Service Continuity Management
1
How is your CV? Syntax
Corporation Indonesia
plans and manages a
service sustainability
strategy to ensure the
continuity of their
attendance applications
in the face of various
risks and disasters.
4
3
4
4
3.75
3.58
2
What are the steps taken
by CV. Syntax
Corporation Indonesia to
identify potential risks
that could affect the
continuity of IT services,
and how do companies
manage and mitigate
these risks?
3
4
4
4
3.75
Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case
Study on CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3555
No
Practice/Sub-domain
Maturity
Level
Rata-Rata
Rata-
Rata
3
How is your CV? Syntax
Corporation Indonesia
regularly tests and
validates its service
sustainability plans, as
well as how companies
are working to improve
their ability to deal with
disasters or service
disruptions.
3
4
3
3
3.25
Service Desk Management
1
How is your CV? Syntax
Corporation Indonesia
identifies, analyzes, and
manages problems that
arise in their attendance
applications, and what
steps are taken to address
the root cause?
4
3
4
4
3.75
3.58
2
Is CV. Does Syntax
Corporation Indonesia
have a structured process
to track and handle issues
reported by users or
detected through
proactive system
monitoring?
3
4
4
4
3.75
3
How is your CV? Syntax
Corporation Indonesia
measures the
effectiveness of their
Problem Management
policies and procedures,
and what efforts are
being made to
continuously improve
these processes to reduce
the impact of future
problems?
3
4
3
3
3.25
Service Level Management
Komarudin, Muhammad Hatta, Chairun Nas
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3556
No
Practice/Sub-domain
Maturity
Level
Rata-Rata
Rata-
Rata
1
How is your CV? Syntax
Corporation Indonesia
establishes and manages
Service Level
Agreements (SLAs) with
users of their attendance
applications to ensure
that user expectations and
needs are met effectively.
4
3
4
4
3.75
3.58
2
What are the steps taken
by CV. Syntax
Corporation Indonesia to
monitor and evaluate the
performance of their
services against the SLAs
that have been set, as well
as how they handle SLA
violations that occur.
3
4
4
4
3.75
3
How is your CV? Syntax
Corporation Indonesia
collaborates with users
and internal teams to
continuously improve
and adjust SLAs and
ensure that the services
provided are in line with
evolving business and
technology needs.
3
4
3
3
3.25
Service Request Management
1
How is your CV? Syntax
Corporation Indonesia
manages and processes
service requests from
users regarding their
attendance applications,
as well as what strategies
are implemented to
ensure a fast and efficient
response.
4
3
4
4
3.75
3.58
Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case
Study on CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3557
No
Practice/Sub-domain
Maturity
Level
Rata-Rata
Rata-
Rata
2
What kind of services can
be requested by users
regarding attendance
applications, and how to
CV. Syntax Corporation
Indonesia compiles and
prioritizes these requests
to ensure optimal
fulfillment of user needs?
3
4
4
4
3.75
3
How is CV. Syntax
Corporation Indonesia
ensures transparency and
effective communication
with users regarding the
status and fulfillment of
service requests, as well
as how they engage users
in the process of service
improvement and
development?
3
4
3
3
3.25
Rata-Rata
3.55
*The maturity level value is rounded down (ex: 3.55 means level 3)
Table 2 is the result of the recapitulation of the questionnaire on Service
Management Practice. Each practice or sub-domain is assessed based on the company's
readiness or maturity in implementing those practices. In Availability Management, the
company achieved a maturity level of 3.33. Meanwhile, in Capacity and Performance
Management, Change Control Management, Incident Management, IT Asset
Management, Monitoring and Event Management, Problem Management, Service
Continuity Management, Help Desk Management, and Service Level Management, the
company achieved an average maturity level of 3.58. These values reflect the company's
level of success and readiness to implement these practices to ensure efficient and
effective services and operations in their attendance applications.
Conclusion
Recapitulation of the General Management and Services Practice Questionnaire
with ITIL V4: CV. Syntax Corporation Indonesia uses the ITIL V4 framework to evaluate
various aspects of IT management through questionnaires. In General Management
Practice, the assessment results show that Architectural Management has a maturity level
of 3.42, which includes the architectural evaluation of the attendance application and the
process of architectural change. Meanwhile, practices such as Continuous Improvement,
Komarudin, Muhammad Hatta, Chairun Nas
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3558
Knowledge Management, Measurement and Reporting, Organizational Change
Management, Relationship Management, and Risk Management achieved a uniform
maturity level of 3.58. In Service Management Practice, companies achieve an average
maturity level of 3.55. Consistency is seen in practices such as Availability Management,
Capacity and Performance, Change Control, Incidents, IT Assets, Monitoring and Events,
Issues, Service Continuity, Help Desk, and Service Level with a maturity level of 3.58,
except for Availability Management which has a maturity level of 3.33. Evaluation of the
readiness of IT service management in CV. Syntax Corporation Indonesia uses the ITIL
V4 standard to show that each practice has a gap of 1 between the current conditions and
the expected target. For example, Architecture Management shows gap 1, which indicates
a need for improvement. All practices in Service Management Practice also have similar
gaps. This indicates that in order to achieve the standards set by ITIL V4, companies need
to make improvements to their entire IT service management practices. In evaluating the
impact of disruptions or failures on the use of attendance applications, several
improvement recommendations appear as a priority. Availability Management needs to
be improved with a better monitoring system to detect downtime faster and speed up
system recovery. Incident Management should be strengthened in terms of incident
reporting, handling, and recovery processes to minimize impact. Service continuity plans
need to be updated in Service Continuity Management, and improvements in Problem
Management are also needed. The importance of an efficient change process in Change
Control, investment in more effective Monitoring and Event Management, and
improvements in Help Desk Management will significantly improve service response and
reduce disruption in the use of attendance applications on CVs. Syntax Corporation
Indonesia.
Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case
Study on CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 7, July 2024 3559
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