IT service management based on service-dominant logic: Case Academic Information System State University of Malang

In the fast-growing world, every business is required to develop a more effective strategy to keep up with the rapid changes, particularly in the area of Information Technology. Marketing strategies that collaborate with customers are important for companies to improve customer service because Information Technology businesses are now more focused on services and shifting from Goods-Dominant Logic (GDL) to Service-Dominant Logic (SDL). This paper proposes a new management strategy that can be applied in the development of Academic Information System of State University of Malang in order to solve the recurring problems.