The Influence of IT Service Management Performance Measurement to Customer Satisfaction

This study discuss the efforts to overcome the problems related with the low level of customer satisfaction of IT services in PT.BSI. It's reflected in the result of customer satisfaction survey. In this case, the IT Service Management (ITSM) performance measurement method became a very important matter, because with the best performance measurement, any deviation is expected to be followed up immediately. Therefore, the purpose of this study is to exploration the correlation of performance measurement IT service Management (ITSM) method with customer satisfaction level, and to recommend the design of ITSM performance evaluation method by aligning Balanced Scorecard (BSC) method which has been used as performance measurement method at enterprise level. In this study, correlation analysis is run by statistical test that is T test and F test to prove three statistical hypotheses about the correlation. The results of this study is the correlation analysis and the design of performance evaluation method which is aligned with the implementation of BSC made in the form of dashboard ITSM made with the help of one of analytical tools.