EVALUATION OF SYSTEM AND INFORMATION TECHNOLOGY SERVICES USING FACTOR ANALYSIS TO INCREASE ITIL COMPREHENSION IN OPERATIONAL PT SERASI AUTORAYA

Syaldan Adilat Hakim, Nurwanjani Atmaja, Wahyu Sardjono

Abstract


The purpose of this study is to evaluate system and technology information in Corporate Information System and Technology (CIST) division, PT Serasi Autoraya. CIST division has responsibility to provide system and technology information to its users, but Service Level Agreement (SLA) data showed that they still can not fulfill the target that has been determined by management. In this study, the authors formulate the problems that occur and form the initial hypothesis of research by using the theory of Information Technology Infrastructure Library (ITIL) to build research instruments. After the research instrument is distributed to the respondents, the data obtained is processed again using Factor Analysis process. From the process of Factors Analysis the authors get the results of a research model that can describe the level of understanding of ITIL in the company's operations.

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ISSN : 2251-1563