DOI: https://doi.org/10.21456/vol15iss1pp45-51

Performance Analysis of Information Technology Services in Higher Education using COBIT 2019

*Eva Hariyanti orcid scopus  -  Information Systems Study Program, Faculty of Science and Technology, Universitas Airlangga, Indonesia
Nania Nuzulita orcid scopus  -  Information Systems Study Program, Faculty of Science and Technology, Universitas Airlangga, Indonesia
Muhamad Erza Ranandha  -  Information Systems Study Program, Faculty of Science and Technology, Universitas Airlangga, Indonesia
Ima Tri Indari  -  Information Systems Study Program, Faculty of Science and Technology, Universitas Airlangga, Indonesia
Open Access Copyright (c) 2025 Jurnal Sistem Informasi Bisnis

Citation Format:
Abstract

Higher education institutions increasingly leverage information technology (IT) to improve their services. IT services are crucial in managing and supporting students, faculty, and staff. As IT governance evolves, measuring performance to identify potential service delivery issues becomes essential. This research adopts the COBIT 2019 framework, particularly the Deliver, Service, Support (DSS) domain, as a structured approach to assessing IT services' capability and maturity levels at a public university in Indonesia. The research methodology involves identifying measurement areas, collecting data, evaluating capability and maturity levels, validity testing, and providing recommendations. The study results show that the IT service maturity level of the university related to management practices in managed operations (DSS01), managed service requests and incidents (DSS02), and managed problems (DSS03) has reached level 3. Five activities in the IT service management have not been performed optimally: monitoring incidents and problems to improve task reliability, integrating key internal IT processes with outsourced service providers, comparing measures and plans with insurance policy requirements, evaluating physical modifications to IT sites to re-evaluate environmental risks, and including review knowledge in the service review meeting with the business customer. The validity results indicate that most of the measurement results align with the actual conditions of IT services, with an average validity score of 4.14. This study suggests specific improvements related to those five activities feasible for the university to implement to enhance its IT services.

Note: This article has supplementary file(s).

Fulltext View|Download |  Research Instrument
Cover Letter
Subject
Type Research Instrument
  Download (31KB)    Indexing metadata
Keywords: Capability level; COBIT 2019; Governance; IT services; Maturity level

Article Metrics:

Article Info
Section: Research Articles
Language : EN
Recent articles
Prediksi Churn Pelanggan Telekomunikasi dengan Optimalisasi Seleksi Fitur dan Tuning Hyperparameter pada Algoritma Klasifikasi C4.5 Implementasi E-Commerce dengan Sistem Informasi Rekomendasi menggunakan Metode Collaborative Filtering untuk Pengembangan Penjualan pada UMKM Analyzing the Adoption of Taxpayer Surveillance Innovations with the Diffusion of Innovations Model and UTAUT Benefits and Challenges of ERP Implementation in Higher Education Institutions: A Systematic Literature Review Komparasi COBIT 2019 dan ISO 27001 Terhadap Audit ISO 21001 untuk Akurasi Rekomendasi Audit SI/TI Pendidikan More recent articles
Most cited articles
Penerapan Metode Hill Climbing Pada Sistem Informasi Geografis Untuk Mencari Lintasan Terpendek Sistem Informasi Geografis Berbasis Web untuk Pemetaan Sebaran Alumni Menggunakan Metode K-Means Sistem Informasi Pengukuran Kinerja Pada Perkebunan Kelapa Sawit Dengan Menggunakan Metode Balanced Scorecard Sistem Deteksi Retinopati Diabetik Menggunakan Support Vector Machine Perancangan Model Data Flow Diagram Untuk Mengukur Kualitas Website Menggunakan Webqual 4.0 More cited articles
  1. Andriansyah, A., Perdanakusuma, A. R., & Aknuranda, I., 2019. Evaluasi Tingkat Kapabilitas Manajemen Permintaan dan Insiden Layanan (DSS02) Pada Badan Kepegawaian Daerah Kabupaten Lumajang Menggunakan Framework COBIT 5. Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 3(12), 10916–10925. Retrieved from http://j-ptiik.ub.ac.id
  2. Atrinawati, L. H., Ramadhani, E., Fiqar, T. P., Wiranti, Y. T., Abdullah, A. I. N. F., Saputra, H. M. J., & Tandirau, D. B., 2021. Assessment of Process Capability Level in University XYZ Based on COBIT 2019. Journal of Physics: Conference Series, 1803(1). https://doi.org/10.1088/1742-6596/1803/1/012033
  3. ISACA, 2018. COBIT 2019 Framework Governance and Management Objectives. Information Systems Audit and Control Association
  4. Bahari, B.A., Adnan, F., & Prasetyo, B., 2019. Audit Capability Level Using COBIT 5.0: A University Customer Care Center at University of Jember. International Conference on Computer Science, Information Technology and Electrical Engineering (ICOMITEE). https://doi.org/10.1109/ICOMITEE.2019.8921118
  5. Darmajaya, & Wasilah, 2022. Assessment Capability Level dan Maturity Level Tata Kelola TI pada Kantor Kementerian Agama Kabupaten Pesawaran Provinsi Lampung Menggunakan Framework COBIT 2019. KONSTELASI, 2(2). https://doi.org/10.24002/konstelasi.v2i2.5553
  6. Grembergen, W. Van, & Haes, S. De, 2009. Enterprise Governance of Information Technology. https://doi.org/10.1007/978-0-387-84882-2
  7. Iman, T. S., Destriani, M., & Ridwaudin, A. R., 2023. Audit Tata Kelola Sistem Informasi E-SA Menggunakan Framework COBIT 2019 Domain DSS pada Yayasan As Syifa Al Khoeriyah Subang. Global, 10(1). Retrieved from http://ejournal.unsub.ac.id/index.php/Fasilkom
  8. Putra, A. W. N., Sunyoto, A., & Nasiri, A., 2020. An Information Technology Governance Audit Planning Calibration Laboratory using Cobit 2019 (Case study: BSML Regional II Calibration Laboratory, Ministry of Trade). JURNAL FASILKOM, 10(3). https://doi.org/10.37859/jf.v10i3.2272
  9. Putra, E. Y., Lombone, H. N., Purba, H. D., Gosal, M. C., & Sitepu, S. I. B., 2020. Measuring the Maturity Level of Public Service Cerdas Command Center (C3) using COBIT 5.0 at the Pemkot Manado. Cogito Smart Journal, 6(2). https://doi.org/10.31154/cogito.v6i2.275.298-309
  10. Putra, S., Herman, & Yudhana, A. (2022). Evaluasi Tata Kelola Layanan Jaringan menggunakan COBIT 2019 pada Sekolah Tinggi Ilmu Kesehatan. RESISTOR, 5(2). https://doi.org/10.24853/resistor.5.2.119-126
  11. Sahrul, & Hadisaputro, E. L., 2021. Evaluation of Yankel Services using DSS and MEA Domains Based on The 2019 COBIT Framework (Case Study of Kelurahan Manggar). SEMINASTIKA, 3(1), 138–145. https://doi.org/10.47002/seminastika.v3i1.264
  12. Saleh, M., Yusuf, I., Suijaini, H., Harry, Hidayat, M. N., Prasetya, I. A., Pratiwi, G., Rezza, M., Hariyanto, Rohendi, R., & Waliyuddin, M.H., 2021. Penerapan Framework COBIT 2019 pada Audit Teknologi Informasi di Politeknik Sambas. Jurnal Edukasi dan Penelitian Informatika, 7(2). https://doi.org/10.26418/jp.v7i2.48228
  13. Setiawan, A. K., & Andry, J. F., 2019. IT Governance Evaluation Using COBIT 5 Framework on the National Library. Jurnal Sistem Informasi, 15(1). https://doi.org/10.21609/jsi.v15i1.790
  14. Surendro, K., 2009. Implementasi Tata Kelola Teknologi Informasi Edisi 1 (1st ed.). Informatika
  15. Wijaya, A. F., & Lestari, M., 2021. Evaluasi Kinerja E-Commerce Berdasarkan Perspektif Pengguna Menggunakan Framework COBIT. Inspiration Jurnal Teknologi Informasi dan Komunikasi, 11(2). https://doi.org/10.35585/inspir.v11i2.2662
  16. Willy, A., & HM, J., 2011. Sistem Tata Kelola Teknologi Informasi (1st ed.). Andi
  17. Windasari, I. P., Rochim, A. F., Alfiani, S. N., & Kamalia, A., 2022. Audit Tata Kelola Teknologi Informasi Domain Monitor, Evaluate, and Asses dan Deliver, Service, Support Berdasarkan Framework COBIT 2019. J. Sistem Info. Bisnis, 11(2), 131–138. https://doi.org/10.21456/vol11iss2pp131-138
  18. Windasari, I. P., Yonanta, M. Y., Himawati, R. Y., & Rochim, A. F., 2022. Audit Tata Kelola Teknologi Informasi pada Perusahaan menggunakan Domain DSS dan MEA Kerangka Kerja COBIT 2019 (Studi Kasus: Fakultas Teknik UNDIP). TEKNIK, 43(1), 67–77. https://doi.org/10.14710/teknik.v43i1.34121
  19. Witjaksono, R. W., 2019. Audit Sistem Informasi Akademik Universitas Telkom menggunakan Framework COBIT 5 Domain DSS untuk Optimasi Proses Service Delivery. Jurnal Rekayasa Sistem & Industri (JRSI), 6(1). https://doi.org/10.25124/jrsi.v6i1.341

Last update:

No citation recorded.

Last update: 2025-03-10 20:24:02

No citation recorded.