Millati, Fina Amru (2026) Analisis Kapabilitas Tata Kelola SIMLITABMAS Menggunakan COBIT 2019 Berbasis Deliver, Service and Support. Masters thesis, UPN Veteran Jawa Timur.
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Abstract
This research aims to evaluate and enhance the Information Technology (IT) governance of the SIMLITABMAS system at UNUSA using the COBIT 2019 framework, specifically focusing on the Deliver, Service, and Support (DSS) domain. The study is driven by the high manual workload of LPPM administrators in handling technical issues and the lack of integrated, measurable service documentation. The methodology employed includes observation, interviews, and questionnaires distributed to 63 respondents to measure the current capability level (as-is). The audit results indicate that domains DSS02 (Managed Service Requests and Incidents), DSS03 (Managed Problems), and DSS05 (Managed Security Services) are currently at Level 3 (Defined). This achievement signifies that service management processes have been standardized through formal Standard Operating Procedures (SOPs), yet their execution remains heavily dependent on manual intervention and lacks automated performance monitoring. The gap analysis reveals a one-level gap to reach the target Level 4 (Measured). This gap is primarily caused by the absence of a self-service knowledge base for users and the lack of quantitative performance measurements based on objective data. As a strategic solution to bridge this gap, this research recommends the integration of AI Chatbot technology based on Natural Language Processing (NLP) into the SIMLITABMAS system. This implementation is designed to automate routine support services and provide 24/7 self-assistance for faculty members. Beyond improving efficiency, the AI Chatbot serves as a critical tool for generating digital interaction logs, which act as instruments for objective and measurable service performance evaluation. The study concludes that AI Chatbot integration can transform IT service governance into a more responsive and efficient system, facilitating the organization’s advancement toward a higher and sustainable maturity level in alignment with COBIT 2019 standards. Keywords: COBIT 2019, SIMLITABMAS, IT Audit, AI Chatbot, DSS Domain, Service Efficiency.
| Item Type: | Thesis (Masters) | ||||||||||||
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| Subjects: | T Technology > T Technology (General) > T58.6-58.62 Management Information Systems | ||||||||||||
| Divisions: | Faculty of Computer Science > Magister Information Technology | ||||||||||||
| Depositing User: | FINA AMRU MILLATI | ||||||||||||
| Date Deposited: | 24 Feb 2026 08:04 | ||||||||||||
| Last Modified: | 24 Feb 2026 08:04 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/49387 |
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