Year: 2025
Type: article
Abstract: This study aims to examine the implementation of IT service management based on the ITIL framework at PT Paragon Technology and Innovation, a prominent Indonesian cosmetics company leveraging information technology across its operations. A case study method was employed to describe the actual application of IT infrastructure, the IT service lifecycle, and role distribution through the RACI model. The findings reveal that PT Paragon has adopted most ITIL processes, particularly in incident management, system testing, and cloud-based infrastructure monitoring. The RACI model has been effectively utilized to define responsibilities across departments. This study recommends enhancing information security systems and fully adopting the Continual Service Improvement (CSI) framework.
Source: Jurnal Riset Sistem Informasi
DOI: 10.69714/f83h6950
Institution: Universitas Islam Negeri Raden Fatah Palembang
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W4410169026