Design and Analysis of an ITSM Framework to Improve IT Governance and Customer Service at CV Bharata Nigar Persada

Abstract

The development of information technology requires service companies to have structured IT service management to support operational efficiency and improve service quality for customers. CV Bharata Nigar Persada, a Service & Parts Contract company engaged in forklift and generator set maintenance, faces problems of delayed maintenance schedules (service lost schedule), unavailability of spare parts, and long handling times for damaged customer units. These problems indicate that the current IT service management is not yet optimal and has not reached an adequate maturity level. This research aims to design and analyse an Information Technology Service Management (ITSM) framework based on ITIL V3, focusing on the Service Design domain, to improve IT governance and customer service quality at CV Bharata Nigar Persada. The research used a qualitative descriptive method with a case study approach through observation, interviews, documentation study, maturity level measurement, gap analysis, and the design of the proposed ITSM framework (TO-BE). The results show that the maturity level of IT services in the existing condition is at Level 1 (Initial) to Level 2 (Repeatable), especially in the Service Design, Incident Management, and Problem Management domains. The proposed ITIL V3-based ITSM framework, which includes a service catalogue, a service level agreement (SLA), maintenance schedule control, spare part management, and the integration of incident and problem management, was shown through simulation to improve the effectiveness of service management, reduce the risk of schedule delays, accelerate damage handling, and increase customer satisfaction. This research is expected to serve as a reference for maintenance service companies in improving IT service governance in a structured and sustainable manner.