Evaluation of Information Technology Service Governance in Higher Education Using the ITIL 4 Framework

Abstract

The rapid advancement of digital transformation has increased the dependence of higher education institutions on information technology (IT) services to support academic, administrative, and institutional operations. Ensuring the quality, reliability, and efficiency of these services requires effective IT service governance aligned with internationally recognized best practices. This study aims to evaluate IT service governance in a higher education institution using the Information Technology Infrastructure Library (ITIL) 4 framework. The evaluation focuses on identifying the current condition of IT service management practices, assessing their alignment with ITIL 4 guiding principles and service value system, and determining areas requiring improvement. The research employs a qualitative descriptive approach through interviews, observations, document analysis, and questionnaires involving stakeholders responsible for IT services. The collected data are analyzed by mapping existing IT service management processes to relevant ITIL 4 practices, including Incident Management, Service Request Management, Change Enablement, Service Level Management, and Continual Improvement. The evaluation results provide a comprehensive overview of the strengths and weaknesses of current IT service governance and reveal several gaps related to service standardization, performance monitoring, documentation, and continuous improvement. Based on these findings, strategic recommendations are proposed to strengthen governance practices, improve service quality, enhance operational efficiency, and support sustainable digital transformation within the institution. The study demonstrates that implementing the ITIL 4 framework as an evaluation model enables higher education institutions to systematically assess IT service governance maturity and establish a structured roadmap for improving IT service management. The findings contribute to the development of effective IT governance practices that support institutional performance, stakeholder satisfaction, and long-term organizational sustainability.