Pengukuran Tingkat Layanan Helpdesk Menggunakan COBIT 5
DOI:
https://doi.org/10.30865/klik.v4i3.1474Keywords:
COBIT 5; DSS03; Capability Level; Helpdesk; IT GovernanceAbstract
The Riau Provincial Information and Statistics Communication Service is a government agency tasked with formulating policies, conducting evaluations and reporting in the field of information and communication technology in various sectors of society. The Riau Provincial Information and Statistics Communication Agency has one of the services, namely a helpdesk to assist in handling problems related to the use of information technology. The helpdesk is one of the most important parts in the Riau Provincial Information and Statistics Communication Service because it is a liaison for each Regional Apparatus Organization (OPD), but the helpdesk at the Riau Provincial Information and Statistics Communication Service (Diskominfotik) does not yet have a benchmark that can be used to evaluate the performance of the helpdesk system. The purpose of this study is to determine the level or level of helpdesk services in optimizing information technology using the COBIT 5 framework and focusing on DSS03 Domain. This research was conducted by interviewing 8 respondents who were involved in the helpdesk and had 27 questions on the DSS03 domain. This research obtained the results of measuring the level of helpdesk service capability in Diskominfotik Riau Province is at level 4, namely Predictable Process where diskominfotik has run IT processes in accordance with established SOPs but needs to make continuous improvements in order to reach the target level to be achieved, which is at level 5 Optimizing Process
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