Capability Analysis in IT Governance for Enhancing SIMPEG Services Using the DSS Domain of COBIT 2019

Abstract

The increasing reliance on information technology in public sector organizations requires effective IT governance to ensure service quality and operational efficiency. The Personnel Management Information System (SIMPEG) plays an important role in supporting administrative services; however, issues such as lack of standardization and limited monitoring indicate the need for evaluation. This study aims to analyze the capability level of IT governance in enhancing SIMPEG services using the Deliver, Service, and Support (DSS) domain of the COBIT 2019 framework. The DSS domain focuses on operational service delivery, including operations management, incident handling, problem management, service continuity, security services, and business process controls. This research adopts a mixed-method approach, combining interviews, observations, questionnaires, and document analysis. The capability level is measured using the Process Assessment Model (PAM) to evaluate the current condition (as-is) and the expected target (to-be), followed by a gap analysis to identify areas for improvement. The results show that the overall capability level is at Level 2 (Managed Process). Detailed findings indicate DSS01 = Level 3, DSS02 = Level 2, DSS03 = Level 3, DSS04 = Level 3, DSS05 = Level 3, and DSS06 = Level 3, with a target of Level 3 (Established Process). The gaps are mainly related to the absence of standardized procedures, limited documentation, and insufficient monitoring. The gap analysis reveals several key issues, including the absence of formal Standard Operating Procedures (SOPs), limited documentation practices, inconsistent incident and problem management, insufficient continuity planning, and incomplete implementation of security and control mechanisms. In conclusion, the application of the COBIT 2019 DSS domain provides a structured and effective approach to evaluating and improving SIMPEG services. Achieving Level 3 capability will enhance process standardization, improve service quality, and strengthen the alignment between IT governance and organizational objectives.