p–ISSN: 2723 - 6609 e-ISSN: 2745-5254
Vol. 5, No. 9 September 2024 http://jist.publikasiindonesia.id/
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3244
Evaluation of Enterprise Resource Planning System Maturity
with IT-IL V3 Framework at CV. Syntax Corporation
Indonesia
Rio Rinaldy
1
, Lena Magdalena
2*
, Muhammad Hatta
3
Universitas Catur Insan Cendekia, Indonesia
1
, lena.magdalena@cic.ac.id
2
*, [email protected].id
3
*Correspondence
ABSTRACT
This research aims to evaluate the development of the
Enterprise Resource Planning (ERP) service system at CV.
Syntax Corporation Indonesia uses the IT-IL V3 framework,
especially in the Service Operations domain. This research
is conducted by analyzing the performance and effectiveness
of the ERP system that has been implemented, as well as
how the system supports the company's daily business
operations. Through an IT-IL V3-based evaluation
approach, the study assessed critical aspects of ERP service
operations such as incident management, problem
management, and request management. The findings of this
study provide insights into the strengths and weaknesses in
the ERP system implementation at the company, as well as
recommendations for improvements that can increase
efficiency and user satisfaction. Using the IT-IL V3
framework, this study provides practical guidance for better
management and development of ERP systems in the future.
Keywords: evaluation;
ERP service system;
framework IT-IL V3;
service operation domain.
Introduction
In today's digital era, Enterprise Resource Planning (ERP) systems have become a
vital component for many companies in managing and integrating their business
processes efficiently. (Al-Amin, Hossain, Islam, & Biwas, 2023). ERP brings together
various corporate functions, such as accounting, human resources, and supply chain
management, in one unified platform that supports better decision-making and speeds up
workflows. Although many companies have adopted ERP systems, the implementation
and management of these systems often pose significant challenges, especially in
ensuring that the system runs optimally and supports dynamic business needs (Erturk &
Arora, 2017).
CV. Syntax Corporation Indonesia is an example of a company that has
implemented an ERP system to improve operational efficiency and integration. However,
even though this system is designed to improve various business processes, there are
times when companies experience problems in their day-to-day operations, such as
incident handling, problem management, and demand fulfillment that do not go as
Evaluation of Enterprise Resource Planning System Maturity with IT-IL V3 Framework
at CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3245
expected. This signals the need for an in-depth evaluation of the ERP system to ensure
that it truly delivers the expected benefits and can adapt to changing business needs
(Okanga & Groenewald, 2019).
Specifically, the Service Operations domain in the IT-IL V3 framework guides the
management of IT services involving aspects such as incident management, issues, and
requests. (Verlaine, Jureta, & Faulkner, 2014). Using this framework, ERP system
evaluation can be carried out with a more systematic and structured approach, allowing
for more accurate identification of problems as well as a better understanding of how the
system can be optimized. Implementing IT-IL V3 on an existing ERP system will help
uncover the strengths and weaknesses in the operational system of CV. Syntax
Corporation Indonesia (Pratama & Wella, 2024).
In addition, the application of IT-IL V3 in ERP system evaluation has not been
widely carried out in a practical context such as in CV. Syntax Corporation Indonesia
makes this research unique and innovative. With a focus on the Service Operations
domain, the study aims to offer a new approach to managing and evaluating ERP systems,
as well as provide practical recommendations for improvements that can improve the
effectiveness and efficiency of enterprise operations. This evaluation is expected to make
a significant contribution to ERP system management practices and help other companies
facing similar challenges. (Mahmood, Khan, & Bokhari, 2020).
The formulation of the problem in this study is how to evaluate the performance of
the ERP system applied in CV. Syntax Corporation Indonesia can be implemented using
the IT-IL V3 framework, especially in the Service Operations domain. What are the
strengths and weaknesses identified in ERP system operations based on this evaluation?
What are the recommendations for improvements that can improve the efficiency and
effectiveness of the ERP system in the company? (Chopra, Sawant, Kodi, & Terkar,
2022).
The novelty of this study lies in the use of an IT-IL V3-based approach to evaluate
the ERP system in CV. Syntax Corporation Indonesia. Although IT-IL V3 is often applied
to IT services in general, its specific application to the ERP system Service Operations
domain has not been widely explored in this context. This research provides a new
perspective by linking the principles of IT-IL V3 with the operational management of
ERP systems, which is expected to make a significant contribution to ERP system
management practices in companies. (Haq, Asadullah, & Manzoor, 2023).
The purpose of this study is to evaluate and analyze the development of the ERP
service system in CV. Syntax Corporation Indonesia by using the IT-IL V3 framework,
specifically in the Service Operations domain. This research aims to identify the strengths
and weaknesses of existing ERP systems, as well as provide concrete recommendations
for improvement. In addition, this research aims to provide practical and theoretical
insights that can be used to improve the management of ERP systems in other companies
with similar characteristics. (Ruivo, Oliveira, & Neto, 2014).
This research has several limitations that need to be considered. First, the main
focus of this research is on the Service Operations domain of the IT-IL V3 framework
Rio Rinaldy, Lena Magdalena, Muhammad Hatta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3246
and does not cover the entire IT-IL V3 domain. Second, this research is limited to the
ERP system implemented in CV. Syntax Corporation Indonesia does not include
comparisons with ERP systems in other companies. Third, the analysis carried out is more
focused on the managerial and operational aspects and does not cover the in-depth
technical aspects of the ERP system implementation.
Method
This study uses the IT-IL V3 Framework method in the service operation domain.
This is in contrast to V2, which provides a separate practical scope with grouping across
deployment, support, and security management.
a. Framework IT-IL V3
Figure 1 IT-IL V3 Framework
IT-IL is a set of concepts and methodologies for managing IT infrastructure,
development, and operations that provide detailed processes, steps, and tasks to achieve
integration between IT and organizational strategy when implementing ITSM in an
organization (Hamzane & Belangour, 2019). There are four main parts of IT services
which are as follows:
1. Service Strategy is the phase where you design, develop, and implement service
management for strategic resources.
2. Service Design is the design phase of the development of the right IT services,
including architecture, processes, policies, and documentation. The design goal is to
meet the needs of current and future businesses.
3. Service Transition is a phase used to develop and improve functionality to move new
and changed services into production.
4. Service Operation is the phase where the effectiveness of delivery and support is
achieved to ensure value for customers and service providers.
b. RACI
RACI stands for Responsible, Accountable, Consulted, and Informed. RACI is a
process to carry out tasks, activities, initiatives, decisions, or audits to determine who is
Evaluation of Enterprise Resource Planning System Maturity with IT-IL V3 Framework
at CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3247
accountable, informed, or consulted. RACI is typically used for service tools that assist
in management, and defining employee roles and responsibilities. The tools used for
RACI analysis are as follows:
1) Responsible, carrying out decisions on answers responsibly.
2) Accountable, authorized to approve decisions on answers.
3) Consulted, someone whose opinion can be obtained through two-way communication
with someone.
4) Informed, those who are informed after a decision has been made through one-sided
communication with someone.
c. Maturity Level
It is a method that can be used to measure the maturity of information technology
service management in an organization. The maturity level includes the Process Maturity
Framework (PMF) which has six levels including level ) (None), Level 1 (Beginning),
Level 2 (repeatable), Level 3 (Definition), Level 4 (Management), and Level 5
(Optimization). The higher the score or number you get for your maturity level, the better
the process of managing technology services. Indirectly, this means trust, meaning you
can be more confident that your IT support is on track to achieve your desired goals.
Table 1. Maturity Level
No
Level
Focus
Commentary
0
Non-
existent
-
No IT process
1
Initial
Technol
ogy
Superior
Technology
2
Repeatable
Service
Service
Operations
3
Defined
Custom
er
Management
Level Services
4
Manage d
Business
Management
Level Business
5
Optimized
Results And Discussion
RACI Chart
The RACI Chart is a tool used to assist you in identifying the roles and
responsibilities of each employee. Accountability refers to the role and responsibility of
employees in meeting the needs of the organization, so it is clear who is doing what. The
person in charge explained who has the right to say yes or no to the implementation of
the decision. Here is an example of a mapping from the RACI Chart.
Table 2. RACI Chart
Sub Domain
Head Of
Operation
Developer
Operation
Manager
Rio Rinaldy, Lena Magdalena, Muhammad Hatta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3248
Service
Management As A
Practice
Race
Ri
Rac
Service Operation
Principles
Race
I
Rc
Service Operation
Processes
Ci
Race
Rc
Common Service
Operation
Activities
I
Race
-
Organising
Service Operation
Race
Race
Rc
Service Operation
Technology
Considerati
on
I
Race
-
Implementing
Service Operation
Ci
Rci
R
Source: Author 2024
Based on the table above, the head of operation has an informed role in all activities.
The reason is that operations managers have the responsibility and perspective to ensure
that IT is applied to their talents to ensure that they do not deviate from the operational
management that has been set. Next, there are some activities and additions that include
the letter "A". And lastly, there is the operational manager, it seems that there is only one
activity with the letter "A" because the operational manager has the authority to make
decisions and carry them out.
Questionnaire Results
The following is a summary table of the final results of the questionnaire that has
been obtained. You can see the total number of Yes and No in the table below, the largest
number of Yes is found on the problem management site and the incident management
site gets the lowest number of Yes than other sites.
Table 3. Summary of the final results of the questionnaire
KD
Expert
Respo
ndents
Service Desk
Incident Management
Problem Management
Menu
CRM
Export
Menu
CRM
Export
Menu
CRM
Export
Y
N
Y
N
Y
N
Y
N
Y
N
Y
N
Y
N
Y
N
Y
N
A
Found
er/Dire
ctor
3
8
10
38
10
38
10
25
22
25
22
25
22
14
36
14
36
14
36
B
Board
of
Superv
isor
3
7
11
37
11
37
11
26
21
26
21
26
21
13
37
13
37
13
37
Evaluation of Enterprise Resource Planning System Maturity with IT-IL V3 Framework
at CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3249
C
Presid
ent
Direct
or
3
1
17
31
17
31
17
22
25
22
25
22
25
13
37
13
37
13
37
Jumlah Total
1
0
6
38
106
38
106
38
73
68
73
68
73
68
40
110
40
110
40
110
Source: Author 2024
Based on the final results of the questionnaire obtained, the research continued by
implementing IT-IL self-assessment (high-level self-assessment). There are a few
additional columns that distinguish it from the previous table.
Maturity of CV Syntax Corporation Indonesia's ERP service
The maturity of CV Syntax Corporation Indonesia's ERP services can be measured
using the IT-IL Maturity Level Self-assessment. With this method, an
organization/company can understand the extent of the maturity of their IT services. To
get the expected results, the organization/company must meet the minimum requirements
that have been determined. There are 9 assessment areas to measure Maturity Level,
including:
a. Level 1: Pre-requires
b. Level 1.5: Management Intent
c. Level 2.5: Process Capability
d. Level 3: Products
e. Level 3.5: Quality Control
f. Level 4: Management Information
g. Level 4.5: External Integration
h. Level 5: Customer Interface
An organization/company measures the level of service maturity by using IT-IL
maturity level self-assessment can be done step-by-step starting from level 1 to level 5
sequentially. If level 1 has met the minimum requirements that have been determined,
then the measurement can be continued to a higher level. (Graham et al., 2019).
Another way is to measure at all levels first to find out the achievements of the
organization/company at all levels. That way, it can be seen the level of time that is PASS
(pass) or FAIL (fail). If level 1 to level 2 get a PASS status, but at level 3 get a fail status,
then the organization/company only reaches level 2 even though level 4 gets a pass status.
To explain the results of the maturity level self-assessment so that it can be easily
understood, the data obtained is processed in the form of tables. The table displays data
containing ERP service achievement values, as well as limitations and requirements for
passing (PASS) or failing (FAIL) at each level. In each table, there are 8 important
columns, including the following:
1. The level column, in this column contains 9 scoring areas.
2. The Passing Requirements column, contains a way to calculate the minimum score for
passing that has been determined by IT-IL.
Rio Rinaldy, Lena Magdalena, Muhammad Hatta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3250
3. The minimum pass column, contains the value obtained from the M+n formula. The
value of the n variable is a provision of IT-IL. The minimum pass column is the
minimum score that must be obtained to pass each level.
4. The maximum passing column contains the maximum score that can be obtained if all
questions are answered at each YES level.
5. The Score Achievement column, contains the values that CV Syntax Corporation
Indonesia has achieved after taking measurements at each level.
6. The Score Difference column, contains the score difference obtained from the result
of the reduction between the maximum passing column and the score achievement
column, from the reduction it can be seen the difference in scores to achieve the
maximum passing score.
7. Status column, this column contains the PASS or FAIL status at each level based on
the value of the score achievement column. To get PASS status, the score in the
achievement column must be greater than or equal to the minimum pass column. If the
score achievement column is smaller than the minimum pass column, the level gets a
FAIL status.
8. Cumulative Score column, the cumulative score is obtained from the result of
summing the achievement of the previous level score with the achievement of the next
level score.
9. The diagonal line block serves as a marker that the achievement obtained only reaches
that level. To find out the achievement of CV Syntax Corporation Indonesia's ERP
services, here is a summary of the results of measuring the maturity level of all services
according to the data obtained.
To find out the achievements of CV Syntax Corporation Indonesia's ERP services,
the following is a summary of the results of the measurement evaluation on all services
according to the data obtained.
Table 4 Maturity of ERP services: service desk
No
Level
Graduatio
n
Requirem
ents
Mini
mal
Pass
Maksi
mal
Pass
Score
Achieve
ment
Score
Differe
nce
Status
Cu
mul
ativ
e
Sco
re
1
Level 1:
Pre-
requires
M+1
5
6
6
0
PA
SS
6
2
Level
1.5:
Manage
ment
Intent
M+1
7
9
8
1
PA
SS
14
3
Level
2.5:
Process
Capabilit
y
M+1
22
26
25
1
PA
SS
39
Evaluation of Enterprise Resource Planning System Maturity with IT-IL V3 Framework
at CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3251
4
Level 3:
Products
M+1
6
8
7
1
PA
SS
46
5
Level
3.5:
Quality
Control
M+1
13
16
14
3
PA
SS
60
6
Level 4:
Manage
ment
Informat
ion
M+1
10
11
11
0
PA
SS
71
7
Level
4.5:
External
Integrati
on
M+1
7
8
7
1
PA
SS
78
8
Level 5:
Custome
r
Interface
M+1
5
6
4
2
FAI
L
82
9
Level 1:
Pre-
requires
M+1
10
10
8
2
FAI
L
90
Total Score
85
100
90
10
Source: Author 2024
The table above shows that the maturity of CV Syntax Corporation Indonesia's ERP
service system (menu, CRM, and export) at the service desk site stops at level 4:
management information. The score obtained with a passing status amounted to 78 and
the total score achieved amounted to 90 points with a difference of 10 points to pass
perfectly. This achievement is included in the Average category.
Table 5. ERP service maturity: incident management
N
o
Level
Graduatio
n
Requireme
nts
Mini
mal
Pass
Mak
sima
l
Pass
Score
Achieve
ment
Score
Differ
ence
Status
Cumul
ative
Score
1
Level
1: Pre-
requir
es
M+1
5
6
6
0
PAS
S
6
2
Level
1.5:
Mana
gemen
t
Intent
M+1
7
8
1
7
FAIL
17
3
Level
2.5:
Proces
s
Capab
ility
M+1
25
28
21
7
FAIL
28
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Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3252
4
Level
3:
Produ
cts
M+1
3
4
2
2
FAIL
30
5
Level
3.5:
Qualit
y
Contr
ol
M+1
10
12
7
5
FAIL
37
6
Level
4:
Mana
gemen
t
Infor
matio
n
M+1
10
11
11
0
FAIL
48
7
Level
4.5:
Extern
al
Integr
ation
M+1
8
8
4
4
FAIL
52
8
Level
5:
Custo
mer
Interfa
ce
M+1
11
13
6
7
FAIL
58
9
Level
1: Pre-
requir
es
M+1
10
10
6
4
FAIL
64
Total Score
89
100
64
36
Source: Author 2024
Based on 9 levels, only two levels received a pass status, namely level 1:
Prerequisites, and level 3.5: quality control. Therefore, the maturity level of ERP services
in site incident management can only reach level 1, because at level 1.5 it gets a FAIL
status. The score obtained with PASS status amounted to 6 points and the total score
achieved amounted to 64 points with a difference of 36 points to pass perfectly. This
achievement is included in the category of not compliant.
Table 6. ERP service maturity: problem management
No
Level
Gradua
tion
Require
ments
Minima
l Pass
Maksimal
Pass
Score
Achievement
Score
Differ
ence
Stat
us
Cumu
lative
Score
Evaluation of Enterprise Resource Planning System Maturity with IT-IL V3 Framework
at CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3253
1
Level 1:
Pre-
requires
M+1
5
7
1
0
FAI
L
1
2
Level
1.5:
Manage
ment
Intent
M+1
6
8
0
8
FAI
L
1
3
Level
2.5:
Process
Capabil
ity
M+1
17
20
0
20
FAI
L
1
4
Level 3:
Product
s
M+1
12
14
0
14
FAI
L
1
5
Level
3.5:
Quality
Control
M+1
4
6
1
5
FAI
L
2
6
Level 4:
Manage
ment
Informa
tion
M+1
9
10
0
10
FAI
L
2
7
Level
4.5:
Externa
l
Integrat
ion
M+1
9
10
0
10
FAI
L
2
8
Level 5:
Custom
er
Interfac
e
M+1
10
15
6
9
FAI
L
8
9
Level 1:
Pre-
requires
M+1
10
10
0
10
FAI
L
8
Total Score
89
100
8
92
Source: Author 2024
All levels on the problem management site get FAIL status and the maturity of the
ERP service on this site is included in the Not Satisfied category because this ERP service
does not meet level 1 in the self-assessment maturity. Therefore, CV Syntax Corporation
Indonesia only reaches level 0 – chaos.
Rio Rinaldy, Lena Magdalena, Muhammad Hatta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3254
Table 7. Recommended Corrective Action
No.
Problems Identified
Proposed Corrective Action
1.
Product forms do not
provide barcode fields
Add a barcode field to a product
form
2.
The sales order form is
not intuitive
Redesigning the sales order
form
3.
Lack of integration
between departments
Implement system integration
between departments
4.
Absence of an automatic
notification system
Develop an automatic
notification feature on the
system
5.
Difficulties in tracking
order status
Update real-time order status
tracking feature
6.
Limitations in stock
management
Added more comprehensive
stock management features
7.
The slow process of
receiving and managing
orders
Optimize order-receiving and
management processes
8.
Unavailability of
reporting system
Implement an effective
reporting system
9.
Lack of integration with
external systems
Improve integration with
external systems
10.
Lack of customer
support
Forming a more responsive
customer support team
11.
Slow system
performance
Perform infrastructure updates
to improve performance
12.
Errors in data entry
Provide training to staff to
improve their skills
13.
Lack of system
documentation
Create complete and structured
system documentation
14.
Limitations in user
management
Implement a more effective user
management system
15.
Data security issues
Conduct security audits and
implement stricter security
measures
16.
Absence of a disaster
recovery process
Developing a comprehensive
disaster recovery plan
17.
Lack of monitoring of
system performance
Installing a performance
monitoring system for early
detection of problems
18.
Lack of use of system
features
Provide training to users on
existing features
19.
Lack of regular
maintenance
Schedule and carry out regular
maintenance
Evaluation of Enterprise Resource Planning System Maturity with IT-IL V3 Framework
at CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3255
No.
Problems Identified
Proposed Corrective Action
20.
Absence of a data
privacy policy
Developing data privacy
policies and conducting training
on compliance
The problems identified in CV Syntax Corporation Indonesia's ERP service system
show several weaknesses that affect operational efficiency and data management.
(Jackson, 2020). From a lack of integration between departments to a lack of monitoring
of system performance, these challenges can hinder productivity and cause delays in
responding to customer demands. For example, the lack of an automated notification
system can lead to confusion in order status tracking, which in turn can lead to customer
dissatisfaction and disrupt the company's internal workflow. (Martin, 2021). To overcome
these problems, it is necessary to carry out a series of measurable and directed corrective
actions. The development of an automated notification feature is an important step to
improve responsiveness and ensure that teams can quickly respond to changes in order
status. Additionally, installing a performance monitoring system will help identify and
proactively address system performance issues, thereby minimizing downtime and
improving overall system reliability. (Lee et al., 2020). All proposed corrective actions
need to be supported by the full commitment of the company's management and its
technical team. With a focus on improving integration, efficiency, and security, CV
Syntax Corporation Indonesia was able to strengthen the foundation of its ERP system
and improve its customer service and overall operational reliability.
Conclusion
Based on the results and discussions, it can be concluded that the evaluation of the
maturity review of the ERP service system, such as that carried out at CV Syntax
Corporation Indonesia which offers educational consulting services, skill
upgrades/training, and journal/book publications, can provide an in-depth understanding
of how well the system meets the needs of the company and its users. Measurement of
ERP services in CV. Syntax Corporation Indonesia is carried out by looking at two
different perspectives, namely external and internal. The maturity of CV Syntax
Corporation Indonesia's ERP service system (menu, CRM, and export) at the service desk
site stopped at level 4: management information. The score obtained with a passing status
amounted to 78 and the total score achieved amounted to 90 points with a difference of
10 points to pass perfectly. This achievement is included in the Average category. Based
on the 9 levels of maturity of the ERP service system, only two levels received a pass
status, namely level 1: Pre-requiresites, and level 3.5: quality control. Therefore, the
maturity level of ERP services in site incident management can only reach level 1,
because at level 1.5 it gets a FAIL status. The score obtained with PASS status amounted
to 6 points and the total score achieved amounted to 64 points with a difference of 36
points to pass perfectly. This achievement is included in the category of not compliant
Rio Rinaldy, Lena Magdalena, Muhammad Hatta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3256
All levels on the site problem management get FAIL status and the stability of the ERP
service on this site is included in the category of Not Compliant because this ERP service
does not meet level 1 in the self-assessment maturity. Therefore, CV Syntax Corporation
Indonesia only reaches level 0 – chaos.
Evaluation of Enterprise Resource Planning System Maturity with IT-IL V3 Framework
at CV. Syntax Corporation Indonesia
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3257
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