MANAGE OPERATION AND SERVICE REQUEST INCIDENT TEKNOLOGI INFORMASI PADA STMIK AMIKOM PURWOKERTO MENGGUNAKAN COBIT 5

STMIK Amikom Purwokerto is one of the Higher Education-oriented Information Technology (IT) trends in Purwokerto. In an effort to be able to provide the best service to all academics, the use and implementation of IT at STMIK Amikom Purwokerto still faces several obstacles caused by system errors, severdown, overloading caused by request processes that exceed the maximum capacity causing transmission or delivery process. file uploads are slow, web access is interrupted and there are requests from users related to Information Systems (IS) and IT used in STMIK Amikom Purwokerto such as system development in each part and improvement of the SI and IT used. Based on the results of observations made, currently in the IT STMIK Amikom Purwokerto in handling obstacles and user request services has not been defined in an Standar Operational Procedure (SOP) and is not documented, so that a procedure and documentation are needed when there are obstacles and user requests can be completed quickly and precisely. Therefore an evaluation is needed regarding the operational management and management of service requests and incidents. This research was conducted using the COBIT 5 Framework which focused on the DSS domain with the process subdomain DSS01 - Manage Operation and process subdomain DSS02 - Manage Service Request and Incident. With the aim to determine the level of capability of the DSS01 and DSS02 processes in the current organization and formulate corrective steps that can be taken to achieve the expected targets and improve the capability of the IT operational management process and management of demand and incident services at STMIK Amikom Purwokerto. The capability level calculation results obtained in the process domain DSS01 - Manage Operation and process domain DSS02 - Manage Service Request and Incident on STMIK Amikom Purwokerto are at level 2 (Manage Process).