Information Technology Service Performance Management Using COBIT and ITIL Frameworks : A Case Study

In managing, regenerating, and fixing the operational performance of university required an information systems. IT division responsible to provide the proper information systems based on business and user perspective with decent quality IT service. Therefore, it is pertinent to measure the IT service performance must matching with the user needs and make users satisfied for using information systems. This research purpose is to identify and analyze the service maturity level that provided by IT division of BINUS University to information systems users, so that an evaluation of IT service performance is obtained. This research methodology is a questionnaire, literature study, and a data analysis of BINUS University, designing and measuring the maturity level by using the COBIT framework and the ITIL framework, as well as testing the relationship between the COBIT and ITIL maturity level results.