Information technology service performance management using COBIT and an ITIL framework: A systematic literature review

摘要

Information systems play a significant role in assisting and improving a university's operational work performance. The quality of IT service is also needed to provide an information system that matches with a university's needs. As a result, evaluations need to be conducted towards IT services in fulfilling the needs and providing satisfaction for information systems users. The purpose of this paper was to conduct a synthesis of the service work performance provided by the IT Division towards information systems users by using systematic literature review. The methodology used in this research was a literature study related with a COBIT and ITIL framework, as well as finding the interrelatedness between service managements toward an increase of IT work performance.