Perancangan (ITIL) V3 untuk Meningkatkan Tata Kelola Teknologi Informasi pada Layanan Perpustakaan Politeknik Negeri Malang

Abstract

This research evaluates the performance of Information Technology (IT) services at the Malang State Polytechnic Library, focusing on the Service Operation domain. Even though the level of satisfaction with IT services is good, there are still obstacles in Incident Management and Problem Management. The library is committed to improving IT performance and several recommendations have been put forward. Recommendations involve designing ITIL infrastructure by involving the Computer Center (Puskom), processing section, P2M section, and multimedia section. Training for human resources as well as improvements to the attendance process, book searches and internet access are expected to improve IT services. In conclusion, this research provides a strong basis for improving IT services at the Malang State Polytechnic Library. By implementing the recommendations, it is hoped that the effectiveness and efficiency of IT services can be improved, improving the overall user experience.
Keywords: Information technology, ITIL, libraries, IT services.