IDRUS, Nurul Asyikin and Widodo, Catur Edi and Hanggoro, Delphi (2026) ADAPTASI PRAKTIK FITSM DAN ITIL 4 UNTUK PENINGKATAN KAPABILITAS TATA KELOLA TI BERDASARKAN HASIL EVALUASI COBIT 2019. Masters thesis, UNIVERSITAS DIPONEGORO.

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Abstract

Tata kelola teknologi informasi (TI) yang efektif merupakan kebutuhan penting bagi organisasi publik berskala kecil guna menjamin keberlanjutan dan kualitas layanan TI. Penelitian ini mengambil studi kasus pada Perpustakaan di Dinas Arsip dan Perpustakaan Kota Semarang, yang menghadapi keterbatasan sumber daya manusia, anggaran, dan infrastruktur dalam penerapan tata kelola TI yang optimal. Penelitian ini bertujuan untuk menyusun langkah-langkah strategi rekomendasi peningkatan kapabilitas tata kelola TI melalui adaptasi praktik dari ITIL 4 dan FitSM yang disesuaikan dengan kebutuhan dan kapasitas organisasi. Fokus penelitian diarahkan pada domain DSS01, DSS02, DSS03, serta APO07 yang dievaluasi menggunakan COBIT 2019. Metode penelitian menggunakan pendekatan studi kasus melalui kuesioner, wawancara, dan observasi. Adaptasi praktik ITIL 4 dan FitSM dilakukan untuk merumuskan strategi peningkatan kapabilitas yang bersifat praktis dan realistis bagi organisasi berskala kecil. Hasil penelitian menunjukkan bahwa nilai kapabilitas seluruh domain berada pada Level 1. Untuk peningkatan menuju Level 3, FitSM dinilai lebih sesuai diterapkan pada domain DSS01, DSS02, dan DSS03 karena menyediakan langkah-langkah implementasi yang ringan, sederhana, dan mudah diterapkan. Sementara itu, FitSM belum mencakup praktik pengelolaan sumber daya manusia dan perubahan organisasi yang dibutuhkan pada domain APO07, sehingga diperlukan adaptasi elemen dari ITIL 4 Organizational Change Management (OCM) yang disusun dengan prinsip FitSM. Penelitian ini memberikan kontribusi berupa rekomendasi peningkatan kapabilitas tata kelola TI yang kontekstual dan aplikatif, serta diharapkan dapat menjadi acuan bagi organisasi publik berskala kecil dalam mencapai kapabilitas Level 3.
Kata kunci: Tata kelola TI; ITIL 4; FitSM; COBIT 2019; adaptasi

Effective information technology (IT) governance is a critical requirement for small-scale public organizations to ensure the sustainability and quality of IT services. This study adopts a case study approach at the Library of the Semarang City Archives and Library Office, which faces limitations in human resources, budget, and infrastructure in implementing optimal IT governance. This study aims to formulate strategic recommendations for improving IT governance capability through the adaptation of practices from ITIL 4 and FitSM, tailored to the needs and capacity of the organization. The research focuses on the DSS01, DSS02, DSS03, and APO07 domains, which are evaluated using the COBIT 2019 framework. This research employs a case study approach using questionnaires, interviews, and observations. The adaptation of ITIL 4 and FitSM practices is conducted to develop capability improvement strategies that are practical and realistic for small-scale organizations. The results indicate that the capability level of all evaluated domains is at Level 1. To achieve improvement toward Level 3, FitSM is considered more suitable for implementation in the DSS01, DSS02, and DSS03 domains, as it provides lightweight, simple, and easily applicable implementation steps. Meanwhile, FitSM does not sufficiently address human resource management and organizational change practices required in the APO07 domain. Therefore, the adaptation of elements from ITIL 4 Organizational Change Management (OCM), structured in accordance with FitSM principles, is required. This study contributes contextual and applicable recommendations for improving IT governance capability and is expected to serve as a reference for small-scale public organizations in achieving Capability Level 3.
Keywords: IT governance; ITIL 4; FitSM; COBIT 2019; adaptation

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