EVALUASI INCIDENT MANAGEMENT LAYANAN SISTEM INFORMASI DIREKTORAT JENDERAL PERATURAN PERUNDANG-UNDANGAN KEMENTERIAN HUKUM MENGGUNAKAN ITIL V4

Nugraha Adhitama Haryono, . (2026) EVALUASI INCIDENT MANAGEMENT LAYANAN SISTEM INFORMASI DIREKTORAT JENDERAL PERATURAN PERUNDANG-UNDANGAN KEMENTERIAN HUKUM MENGGUNAKAN ITIL V4. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

[img] Text
ABSTAK.pdf
Download (242kB)
[img] Text
AWAL.pdf
Download (434kB)
[img] Text
BAB 1.pdf
Restricted to Repository UPNVJ Only
Download (306kB)
[img] Text
BAB 2.pdf
Restricted to Repository UPNVJ Only
Download (491kB)
[img] Text
BAB 3.pdf
Restricted to Repository UPNVJ Only
Download (342kB)
[img] Text
BAB 4.pdf
Restricted to Repository UPNVJ Only
Download (1MB)
[img] Text
BAB 5.pdf
Download (289kB)
[img] Text
DAFTAR PUSTAKA.pdf
Download (268kB)
[img] Text
LAMPIRAN.pdf
Restricted to Repository UPNVJ Only
Download (1MB)
[img] Text
RIWAYAT HIDUP.pdf
Restricted to Repository staff only
Download (244kB)
[img] Text
HASIL PLAGIARISME.pdf
Restricted to Repository staff only
Download (28MB)
[img] Text
ARTIKELKI.pdf
Restricted to Repository staff only
Download (400kB)

Abstract

The DJPP e-Pengundangan service is a critical information system supporting the digital enactment and publication of national legislation. The service has experienced a security incident involving gambling-content defacement, while its incident-handling capability lacks SLA support, documented procedures, and formally defined roles. This study evaluates the implementation of incident management in the e-Pengundangan service based on the ITIL v4 framework, identifies existing gaps, and formulates improvement recommendations. A qualitative case study approach was employed through structured interviews with DJPP stakeholders, analyzed using thematic analysis and gap analysis against ITIL v4 standards. Evaluation results indicate that incident management at DJPP overall resides at an early maturity stage, with the majority of processes remaining between level 0 (Absent) and level 1 (Initial) on the six-tier ITIL v4 maturity scale. Of the 18 aspects evaluated across the six incident lifecycle stages, none reached level 3 (Defined) as the minimum standard, with the widest gaps concentrated at the detection, registration, and diagnosis stages. The identified gaps are structural in nature and require simultaneous maturity improvements across the entire incident handling cycle. Improvement recommendations were formulated across four dimensions — Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes — with primary priorities on establishing a formal incident coordinator role, negotiating infrastructure monitoring access with Pusdatin, drafting an OLA between DJPP and Pusdatin, and developing an incident management SOP incorporating a six-stage flowchart with supporting document templates.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2210512109] [Pembimbing 1: Kraugusteeliana] [Pembimbing 2: Ika Nurlaili Isnainiyah] [Penguji 1: Tjahjanto] [Penguji 2: Rifka Dwi Amalia]
Uncontrolled Keywords: DJPP, e-Pengundangan, Incident Management, ITIL v4, Service Level Agreement (SLA), Operational Level Agreement (OLA)
Subjects: Q Science > Q Science (General)
Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions: Fakultas Ilmu Komputer > Program Studi Sistem Informasi (S1)
Depositing User: NUGRAHA ADHITAMA HARYONO
Date Deposited: 02 Sep 2026 07:03
Last Modified: 02 Sep 2026 07:03
URI: http://repository.upnvj.ac.id/id/eprint/50673

Actions (login required)

View Item View Item