Evaluating Maturity Level Using Framework ITIL: A Case Study of Service Desk's

Abstract

Information Technology Governance has become one an important one along with Information Technology Management (ITM) and Information Technology Services Management (ITSM). For ITSM, The IT Infrastructure Library (ITIL) can be used as a quality and excellence service guideline, it improved quality control, service level, efficiency, effectiveness, and expenses of budget from information flow, Service Level Agreements (SLAs), and take control over business and management processes. This research conduct a case study on Company of Freight Forwarder Service will be called FFS, located in Jakarta with method ITIL focused on Service Desk’s. The data will collect by various method such as observation, questionnaires, interview and document review. The result showed that company FFS got average score on service desk’s is 1.94, with the highest score at area Process Capability and the lowest score at area Customer Interface. This conclude, that company FFS has a good management of service desk’s but lack of user experience on front end of service.