Yudiyawati, Anggun (2024) Analisis Sistem Informasi Perpustakaan Dengan Pendekatan Itil V3 Pada Domain Service Operation. Undergraduate thesis, Fakultas Teknologi Informasi Universitas Merdeka Malang.

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Abstract

In order to enhance customer satisfaction or improve services, it is crucial for organizations and businesses to leverage technology. One such institution is the Library of Universitas Merdeka Malang, which has implemented the Senayan Library Management System (SLiMS) database. Hence, the author employed the Service Operation framework within the ITIL V3 domain to assess the quality of service provided by the SLiMS information system in the Universitas Merdeka Malang Library. This study provides recommendations on areas that need improvement and further investigation to enhance the quality of SLiMS utilization and address challenges faced by users in utilizing SLiMS. The research strategy utilized both primary and secondary resources. Primary sources included direct observations, interviews with subject matter experts, and survey administration, while secondary sources were derived from other references supporting the research, along with various publications and papers. According to the IT Infrastructure Library (ITIL) V3 service operation framework, the quality of service at Universitas Merdeka Malang through SLiMS is rated at level 2. This indicates that the institution has patterns of managing IT governance activities, although not explicitly defined. However, this remains inconsistent, at least informally.

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