Design of a Web-Based IT Service System Using ITIL at Dunggala Village

Rijalul Farsyah Amiruddin; Syam Nur Muflih  Renyaan; Nikmawati  Behned; Rayhan Rega Chandra  Mohamad; Lanto Ningrayati  Amali; Sri Nilawaty  Lahay; Muhammad Rifai  Katili

doi:10.59934/jaiea.v5i3.2404

Authors

Rijalul Farsyah Amiruddin Universitas Negeri Gorontalo
Syam Nur Muflih Renyaan Universitas Negeri Gorontalo
Nikmawati Behned Universitas Negeri Gorontalo
Rayhan Rega Chandra Mohamad Universitas Negeri Gorontalo
Lanto Ningrayati Amali Universitas Negeri Gorontalo
Sri Nilawaty Lahay Universitas Negeri Gorontalo
Muhammad Rifai Katili Universitas Negeri Gorontalo

DOI:

https://doi.org/10.59934/jaiea.v5i3.2404

Keywords:

Community Service, Information Systems, ITIL, Public Service, Village

Abstract

This community service activity was conducted because the administrative service process at the Dunggala Village Office is still carried out manually, often causing delays and inefficient data management. This demonstrates the importance of implementing a technology-based system to improve the quality of public services at the village level. The method used is a qualitative approach through observation, interviews, and documentation. The system was designed using the Waterfall model and applying ITSM concepts with the ITIL framework. The results show that the web-based SIPEDES system (Sistem Informasi dan Pelayanan Administrasi Desa) can accelerate the service process, make it easier for the community to access services through the citizen complaint feature and online letter service, and assist village officials in managing data in a more structured manner. Based on evaluation using the System Usability Scale (SUS) method with 7 respondents, the system received ratings in the good to very good category.

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