DESIGN OF IT GOVERNANCE TO IMPROVE ACADEMIC SERVICE QUALITY CASE STUDY : PUSKOM OF LAMPUNG UNIVERSITY

• Main Author: (NIM 235 05 036); Pembimbing : Kridanto Surendro,Ir, M.Sc., Ph.D., WASILAH
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/19649
• Institution: Institut Teknologi Bandung

Academic service with good functionality quality, which is easy to use, and aligned with the business target of an institution, can be obtained by the support of some related factors. The factors are adequate fascility managed by competence human resource and correct yet adequate management arrangements in activities execution and data processing function at Siakad Unila which is the only academic service center at the University of Lampung. In the effort to optimize the realized IT investment contribution and to ensure that the application of Siakad Unila has been aligned with the institutions target, it is necessary to build an IT Governance model design which is later can be used as a reference to the Siakads processes development in detail. <br /> <br /> <br /> The IT Governance model design applied at Siakad Unila refers to COBIT (Control Objective for Information and Related Technology) framework. COBIT is a standard IT IT Governance model developed by the Information Technology Governance Institute (ITGI). COBIT framework consists of 4 domains, which are Planning Organization (PO), Acquisition and Implementation (AI), Delivery and Support (DS), and Monitoring (M). Governance model design conducted in this thesis is inside the scope of Delivery and Support (DO) domain. <br /> <br /> <br /> IT Governance model design starts with the collection of data about institutions vision, mission, and target, then the data about Puskoms vision, mission, and target. Next, the analysis of management awareness is conducted to know who is responsible for the activity, the Siakad management and users which consist of institutions management personnel, students, and lecturers expectation toward processes in COBITs Delivery and Support (DS) domain. The management awareness analysis result of Siakad management and users reveal that all processes in DS domain have high level of importance. All processes level of importance are distributed in a range of 67% to 89%. <br /> <br /> <br /> After the level of importance analysis is conducted, interview and questionnaire are conducted to acquire information about the current condition of DS domain processes applied. The questionnaire includes IT control diagnostics. The interview and questionnaire respondents are Siakad management and users. <br /> <br /> <br /> The questionnaire result is in the range of 1.6 to 3.0. Most of them are at the maturity level of 2 (75%). Next, analysis conducted for the requirement of IT management, with comparation of the expectation from the questionnaire against the current condition. The gap between the current IT processes maturity level and the expected maturity level requires certain effort toward the processes. The effort conducted is the application of good IT Governance, started with the making of IT Governance design for Siakad Unila. <br /> <br /> <br /> The basic design are recommendation for the KGIs, KPIs, and the policies to apply Siakad Unila. The recommended IT Governance design is applied with the priority for the processes with level of importance above 85% and maturity level 2.5. Processes in DS domain applied are DS3, DS4, DS5. IT Governance design resulted is the basic reference to develop the other processes in COBITs domain for Siakad Unila. The development conducted involves directly the related elements so that it is ready to be implemented. <br /> <br />