Analisis Penerapan Teknologi Informasi Menggunakan Framework Information Technology Infrastructure Library (ITIL Versi 3) Domain Service Operation (Studi Kasus: Jurusan Teknik Informatika Universitas Muhammadiyah Malang)

Informatics Engineering Study Program is one of the departments in the Faculty of Engineering, University of Muhammadiyah Malang. This study program has several systems that manage the needs of majors so that it becomes easier. One of the systems in the Informatics Engineering Department is SIMANTA. SIMANTA is a website used by Informatics Engineering students who want to register for PKN (Real Work Practice) or TA (Final Project). Based on the results of the research the feasibility study found several problems in SIMANTA PKN. As in the case of the implementation of new policies that still cannot be applied in the system because the system is fixed, it becomes a little more difficult in improving the system. The purpose of this study is to measure the maturity level Service Operation of service management, measuring the level of gap that occurs based on the analysis of the current system conditions with the system conditions to be achieved and provide recommendations to improve SIMANTA-PKN system service management in Study Program Informatics Engineering UMM. This study uses the ITIL (Information Technology Infrastructure Library) Framework or Version 3. After analyzing the maturity level of the system, then categorization is carried out according to the maturity level. From the results of the research conducted, the value of inheritance obtained in the Service Operation (SO) domain is 1.89 or at level 1, and the Continual Service Improvement (CSI) domain is at the maturity level of 0.4 or level 0. If the two levels are averaged to produce 1.145 or the Informatics Engineering Study Program is at the Initial level, which means there is an information technology process but there is no standardization