SAFITRI, Adila and Mutiara K.N., Dinar and Warsito, Budi (2023) EVALUASI TATA KELOLA SISTEM INFORMASI DESK LAYANAN KOTA SALATIGA MENGGUNAKAN KERANGKA KERJA BALANCED SCORECARD DAN COBIT 2019. Masters thesis, UNIVERSITAS DIPONEGORO.
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Abstract
Sistem Informasi Desk Layanan (SIDELA) adalah aplikasi yang digunakan untuk pengelolaan pengaduan dan pengajuan mengenai layanan TI yang terdapat pada Diskominfo Kota Salatiga. Pengelolaan SIDELA masih mengalami permasalahan seperti pelaksanaan audit belum dilaksanakan, sehingga belum bisa melihat capaian dari SIDELA. Metode yang digunakan adalah menggunakan framework COBIT 2019 untuk melihat capaian SIDELA dan Balanced Scorecard untuk mengetahui capaian sasaran dari Diskominfo Salatiga terhadap SIDELA. Terdapat lima tahap dalam penelitian ini yaitu tahap perencanaan, tahap ruang lingkup, tahap pengumpulan data, tahap anlisis, dan tahap penyimpulan hasil. Pengumpulan data dilakukan dengan cara, wawancara, dan kuesioner terhadap responden yaitu pengelola SIDELA. Berdasarkan hasil pemetaan, dipilih 6 domain yaitu DSS01, DSS02, DSS03, DSS04, DSS05, dan DSS06. Target level kapabilitas yang diharapkan pada seluruh domain yaitu mencapai Level 4. Pada domain DSS02 memiliki gap sebanyak 2 level, DSS04 memiliki gap sebanyak 1 level, DSS05 memiliki gap sebanyak 2 level, dan DSS06 sebanyak 2 level. Sedangkan DSS01 dan DSS03 sudah memenuhi target level yang diharapkan oleh Diskominfo Salatiga. Hasil yang didapatkan pada penelitian ini dalam menggunakan kerangka kerja BSC sudah memenuhi target yang diharapkan, Namun secara COBIT 2019 masih kurang, dikarenakan masih terdapat nilai kesenjangan berdasarkan level kapabilitas.
Kata kunci: Balanced Scorecard, COBIT 2019, Level Kapabilitas, Sistem Informasi Desk Layanan
Sistem Informasi Desk Layanan (SIDELA) is an application that used to manage complaints and submit requests regarding IT services at the Diskominfo City of Salatiga. The management of SIDELA is still experiencing problems such as the audit has not been carried out, so it is not possible to see the achievements of SIDELA. The method used is to use the 2019 COBIT framework to see the achievements of SIDELA and the Balanced Scorecard (BSC) to find out the target achievements of Diskominfo Salatiga against SIDELA. There are five stages in this research, there are planning stage, the scope stage, the data collection stage, the analysis stage, and the results conclusion stage. Data collection was carried out by means of observation, interviews, and questionnaires to respondents, namely operators of SIDELA. Based on the mapping results, 6 domains were selected, namely DSS01, DSS02, DSS03, DSS04, DSS05, and DSS06. The expected capability level target value in all domains is to reach Level 4 (Predictable Process). In the domain DSS02 has a gap of 2 levels, DSS04 has a gap of 1 level, DSS05 has a gap of 2 levels, and DSS06 has a gap of 2 levels. Meanwhile, DSS01 and DSS03 have met the target level expected by Diskominfo Salatiga. The results obtained in this research in using the BSC framework it has met the expected target, but in COBIT 2019 it is still lacking, because there is still a gap value based on the level of capability.
Keywords: Balanced Scorecard, COBIT 2019, Capability Level, Sistem Informasi Desk Layanan
Item Type: | Thesis (Masters) |
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Uncontrolled Keywords: | Balanced Scorecard, COBIT 2019, Level Kapabilitas, Sistem Informasi Desk Layanan |
Subjects: | Sciences and Mathemathic |
Divisions: | Postgraduate Program > Master Program in Information System |
Depositing User: | ekana listianawati |
Date Deposited: | 23 Nov 2023 08:42 |
Last Modified: | 23 Nov 2023 08:42 |
URI: | https://eprints2.undip.ac.id/id/eprint/18281 |
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