Evaluating ICT Helpdesk Services Performance Using ITIL 4 Framework Within Ministry Of Transportation
Year: 2026
Type: article
Study design: Observational Study
Abstract: Reliable information technology services play an important role in supporting organizational activities, particularly through effective ICT Helpdesk service management. This study aims to evaluate the maturity level of ICT Helpdesk services at the Ministry of Transportation using the ITIL 4 framework, focusing on Problem Management, Incident Management, and Service Desk practices, and to develop recommendations for service improvement. This research used a quantitative approach supported by questionnaires, observations, and interviews. A total of 113 responses were collected, with 102 valid responses analyzed using a Likert scale, Microsoft Excel, and SPSS. The results indicate that Problem Management obtained a score of 4.20, Incident Management obtained 4.14, and Service Desk obtained 4.22. These findings show that all evaluated practices have achieved Level 4 maturity, which represents a managed process. Among the three practices, Incident Management received the lowest score, indicating that incident handling effectiveness, response speed, and resolution processes require further improvement. The maturity gaps toward Level 5, or an optimized process, were 0.30 for Problem Management, 0.36 for Incident Management, and 0.28 for Service Desk. The study concludes that ICT Helpdesk services are generally well managed but have not reached an optimized maturity level. Improvements should prioritize faster initial responses, clearer ticket status communication, higher first-contact resolution, and stronger user feedback utilization to improve service quality.
Source: bit-Tech
Institution: Perbanas Institute
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7203489232