Analysis of Delivery, Service, and Support (DSS) in Information Technology Governance (IT Governance) Using the COBIT 5 Framework (Case Study : PT. Indonesia Gadai Oke)

Muhammad Iqbal Faiz; Martiano

doi:10.59934/jaiea.v5i1.1764

Authors

Muhammad Iqbal Faiz Universitas Muhammadiyah Sumatera Utara
Martiano Universitas Muhammadiyah Sumatera Utara

DOI:

https://doi.org/10.59934/jaiea.v5i1.1764

Keywords:

IT Governance, COBIT 5, Delivery Service Support (DSS), Capability Level, GAP Analysis, Recommendations

Abstract

Indonesia Gadai Oke’s information technology governance in the Delivery, Service, and Support (DSS) area is examined in this study utilizing the COBIT 5 framework. With a score of 2.9, the analysis shows that the existing DSS capability is at Level 3 (Established Process), which is in line with the anticipated level of 3.4. Even after attaining level alignment, there is still a score disparity, necessitating adjustments to get to the ideal Level 3. In order to conform the standard operating procedures (SOPs) and associated paperwork, this improvement entails heightened control of operational duties, responsibilities, and performance. Limited staff, out-of-date hardware and software maintenance schedules brought on by expanding IT facilities, and an inadequate operational knowledge base are some of the company’s problems. In order to guarantee that all IT assets are covered, recommendations center on enhancing staff capabilities for system performance reporting and proactive, recurring modifications to maintenance schedules, with the ultimate goal of predictable and optimal operating procedures.

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