Evaluation of Helpdesk Performance at the IT Center of a Higer Educatiion Institution Using COBIT 2019 DSS02 Domain
Keywords:
Helpdesk, COBIT 2019, DSS02, IT Governance, Evaluation.Abstract
The advancement of information technology in higher education demands effective, responsive, and accountable service systems. The Helpdesk service is a vital element supporting academic and administrative IT activities. This study aims to evaluate the performance of the Helpdesk services of the Information and Communication Technology Unit (UPT-TIK) at a higher education institution using the COBIT 2019 framework, specifically domain DSS02 (Manage Service Requests and Incidents). The research employs a descriptive qualitative approach through document and SOP analysis. The results show that the DSS02 process capability level is Level 2 – Managed Process, indicating that processes are implemented and controlled but not yet fully documented or measured. Recommendations focus on improving documentation, developing automated reporting systems, and implementing Service Level Agreements (SLA) to reach Level 3 capability.
References
ISACA, COBIT 2019 Framework: Governance and Management Objectives, ISACA, USA, 2019.
A. Putra, “Implementation of COBIT 2019 for IT Service Evaluation in University Helpdesk,” Journal of Information Systems Management, vol. 12, no. 2, pp. 44–53, 2021.
D. Santoso, “Assessing IT Governance Maturity Using COBIT 2019: Case Study in a Higher Education Institution,” International Journal of Computer Applications, vol. 182, no. 20, pp. 9–15, 2022.
ISACA, COBIT 2019 Design Guide: Designing an Information and Technology Governance Solution, 2019.
ITIL Foundation, IT Service Management Best Practices, 4th Ed., Axelos, 2020.
S. Pratama and L. Rahman, “Digital Transformation in Higher Education Services,” Asian Journal of Information Technology, vol. 18, no. 4, pp. 120–130, 2021.
S. Kim, J. Lee, and D. Park, “User Satisfaction and IT Support Efficiency: Evidence from Academic Institutions,” Information Systems Frontiers, vol. 24, no. 3, pp. 421–436, 2022.
M. Yuliana, H. Setiawan, and R. Chandra, “Digitalization and Process Maturity in University IT Governance,” Indonesian Journal of Information Systems, vol. 10, no. 1, pp. 15–24, 2023.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Maimuddin Noor, Muhammad Amin; Ica Safrila, Donas Putra, Muhammad Dafa Alfikri, Sella Monika br Tarigan
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
International Conference On Islamic Community Studies, Education and Science, its website, and the articles published therein are licensed under a 
