Assessing the Maturity Level of Open Ticket Services Using ITIL V4 Framework
DOI:
https://doi.org/10.30871/jaic.v10i2.12345Keywords:
ITIL V4, Maturity Level, IT Service Management, Open Ticket SystemAbstract
Information technology services are fundamental in facilitating academic operations within higher education institutions. One essential component of IT service delivery is a ticket-based system designed to manage user-reported incidents and service requests. Universitas Sriwijaya implements the Open Ticket system under UPT TIK to support the handling of information technology-related issues submitted by students. This study aims to assess the maturity level of the Open Ticket service by applying the Information Technology Infrastructure Library (ITIL) version 4 framework. A quantitative research design was employed by distributing an online questionnaire using a five-point Likert scale. Data were collected from 381 undergraduate students of the 2022 cohort across ten faculties at Universitas Sriwijaya. The evaluation focused on five ITIL V4 service management practices, namely Incident Management, Service Request Management, Service Desk Management, Monitoring and Event Management, and Continual Improvement. The findings indicate that the Open Ticket service achieved an overall maturity score of 3.82, corresponding to Level 4 (Managed).. This result demonstrates that service processes are systematically implemented, monitored, and evaluated. Nevertheless, further initiatives are required to strengthen continuous improvement mechanisms and move toward an optimized level of IT service management. This study contributes methodologically by integrating user perception-based maturity assessment with ITIL V4 service management practices in a university helpdesk environment, providing measurable insights for continuous IT service improvement.
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