Evaluasi Manajemen Layanan TI Berdasarkan Proses Service Operation ITIL v3 pada Sistem SILADUK di Kantor Kelurahan Pasir Garam

Abstract

The use of information technology in public services at the sub-district level is a key factor in improving the efficiency and quality of civil registration services. The Pasir Garam Sub-district Office has implemented the Civil Registration Service System (SILADUK), but various operational challenges remain, such as system disruptions, reliance on external servers, and limitations in IT service management. This study aims to evaluate information technology service management within the SILADUK system using the Information Technology Infrastructure Library (ITIL) version 3 framework, specifically within the Service Operation domain. The method employed is qualitative descriptive, utilizing data collection techniques through interviews and direct observation of system operators. The analysis was conducted by referring to the main processes in Service Operation, namely incident management, problem management, request fulfillment, access management, and event management. The results of the study indicate that IT service management is in place but not yet optimal, characterized by incident handling that remains reactive, the absence of root cause analysis, unstructured service request processes, access management that is not formally documented, and the lack of a monitoring system, which results in ineffective detection of disruptions. In conclusion, a more structured and self-reliant improvement in IT service management is required to support more effective, efficient, and sustainable civil registration services