Analisis Tingkat Kematangan Dan Kegunaan Layanan Teknologi Informasi Menggunakan Kerangka Kerja Itil V.3 Dan System Usability Scale (Sus)

Bergas, Pamungkas (2021) Analisis Tingkat Kematangan Dan Kegunaan Layanan Teknologi Informasi Menggunakan Kerangka Kerja Itil V.3 Dan System Usability Scale (Sus). Undergraduate Thesis thesis, Institut Teknologi Telkom Purwokerto.

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Abstract

The Cilongok District Government Office provides public services digitally through a website with the domain address http://cilongokkec.banyumaskab.go.id. The website-based Information Technology (IT) service is very useful for internal and public, especially in conveying and receiving information. Based on information after making observations, there is not yet optimal maturity and usefulness of IT services on the website of the Cilongok District Government Office. The process of measuring the maturity level and usability level of websitebased IT services at the Cilongok District Government Office. The data analysis method uses quantitative methods, then uses the ITIL V.3 domain service operation and System Usability scale (SUS) framework and for calculations using the SPSS application to determine the validity and reliability of the results of the questionnaire and analysis. Measurement of quality and usability uses the integration of two methods, namely ITIL domain service operation and SUS. The Maturity level and SUS processes provide accurate results on the usefulness of IT services at the Cilongok District Government Office. The process of measuring and calculating the maturity level gets the result that is Repeatable or has a score of 2.30. The process of measuring the level of usability that is in the predicate B or has a usability score of 60. This measurement has resulted in expectations for the Cilongok District Government for the maturity level which is at a score of 3, which is in the defined phase. The next process of measuring is getting results at the usability level, which is at a score of 70 or Good. Recommendations from this study are to improve human resources and the quality of website-based IT services at the Cilongok District Government Office through the User Interface or User Experience and update information. Keywords: Information Technology Infrastructure Library (ITIL), service operation, maturity level, Usability, website

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