Analysis of Stakeholder Satisfaction using ITILv4 for Data Management in Telkomsat ERP

This study examines the factors that affect the satisfaction of Telkomsat ERP users who have made improvements to Data Management using DAMA DMBOK, in the business fulfillment process and the smooth operation of the organization. From the results of respondents' responses from the Working Operational Level, a validation process was carried out using the Confirmatory Statistical Factor Analysis method, where it was found that the most helpful dimension related to smooth business processes was Data Governance in the Strategic Management indicator factor being the most dominant for stakeholders to assist Telkomsat ERP business processes with a loading factor of 0.935. While the lowest dimension that has the most influence is related to Data & System Architecture with a loading factor of 0.843. When viewed from the indicators, the lowest factor affecting Stakeholder KPI and Behavior which results in a loading factor of 0.678. This is a concern because the Telkomsat ERP with data management improvements has not had much effect on the business fulfillment process. In addition, there are several other lowest indicators on each dimension that affect stakeholder satisfaction, namely Service Validation and Testing with a loading factor of 0.695 on Data Integration, then Service Request on Data Quality and change control on Data System Architecture. All these lowest loading factors make companies need to follow up for future business process improvements.