Analysis of Information Technology Management Using ITIL Version 3 (Case Study: Al-Azhar 4  Islamic High School)

Abstract—Schools should also provide IT services to support

the activities of services academy students. IT services that exist

at Al-Azhar 4 Islamic high school Kemang Pratama increase the

number of incoming students significantly. The School needs to

know the current conditions, whether the implementation of

ITSM has been effective and efficient, then it can improve future

business processes. Evaluation of IT services is conducted by

using the ITIL version 3 framework. The analysis shows that

Service Management as a Practice, Service Operation Principles,

Service Operation Processes, Service Operation Common

Operation Activities, Organising Service Operation and

Implementing Service Operation are at level 3 - 3,4. Meanwhile,

the Service Operation Technology Considerations is at level

2.9875. RACI models show the roles and responsibilities given to

users of the system. Recommendations from the evaluation

results with ITIL version 3 are necessary written permissions of

remote control, the diagnostics utility features need to be added,

the need for a clear escalation process flow and for feature

support tools.

Unduhan