Information Technology Service Performance
Management Using COBIT and ITIL Frameworks :
A Case Study
Angellia Debora Suryawan
Information Systems Department,
School of Information Systems
Bina Nusantara University
Jakarta, Indonesia 11480
angellia@binus.ac.id
Abstract—In managing, regenerating, and fixing the operational
performance of university required an information systems. IT
division responsible to provide the proper information systems
based on business and user perspective with decent quality IT
service. Therefore, it is pertinent to measure the IT service
performance must matching with the user needs and make users
satisfied for using information systems. This research purpose is
to identify and analyze the service maturity level that provided
by IT division of BINUS University to information systems users,
so that an evaluation of IT service performance is obtained. This
research methodology is a questionnaire, literature study, and a
data analysis of BINUS University, designing and measuring the
maturity level by using the COBIT framework and the ITIL
framework, as well as testing the relationship between the
COBIT and ITIL maturity level results.
Keywords—maturity level, COBIT, ITIL, IT service,
performance management
I. INTRODUCTION
In order to build good university information systems,
need quality IT management system. IT must provide good IT
service for users, and it will result in improve user satisfaction.
Therefore, the IT service given to users should be evaluated to
analyze whether the information systems is appropriate with
the university’s needs or not. So, in conducting this
evaluation, an ITIL framework is used. ITIL is a basic
framework used for best practices in IT service management.
ITIL used to build quality IT management in the service area
and focuses on measuring and improving the service quality
that matches with user and business needs
Besides that, the maturity level of information systems can
also be measured in terms of its development and
implementation. By doing so, it can be discovered whether the
information systems being implemented already supports the
organization’s goals or not. COBIT framework is used to
measure the information systems maturity level. COBIT is a
basic framework used for best practices in provides IT control
and management, so that it will facilitate the university in
maximizing IT investment, ensure the sevice quality that is
provided, and provide a measurement to check inappropriate
items. COBIT is used to align a company’s business goals
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2018 International Conference on Information Management and Technology (ICIMTech)
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Veronica
Information Systems Department,
School of Information Systems
Bina Nusantara University
Jakarta, Indonesia 11480
veronica@binus.edu
with the IT users’ goals, so that IT can offer optimal service
that gets increasingly better.
The problem formulation of this research is: Has an
evaluation and measurement of IT service towards
University’s users with an COBIT and ITIL framework been
conducted? What is the condition of the information systems
maturity level at BINUS University? Is the maturity level
already appropriate with the goals and expectations of the
university and its users? Is there a relationship between the
service provided and the maturity level of the information
systems at the university?
This research has the following scope: this case study is
conducted on BINUS University at the Kemanggisan area
campuses. The data gathering process targets information
systems users who utilize information systems to support their
daily work operational processes under the Deputy Vice
Rector of Operations – Kemanggisan area campuses, focusing
on measuring and analyzing the service provided by the
BINUS University IT Division to its IT application users.
By analyzing and measuring the IT service and maturity
level, it is expected to be able to assist the IT division in
improving the service towards its users, so that it can provide
extraordinary contributions and advantages towards the
development and advancement of the university. With the
support of superior information systems, the university can
manage its operational activities easier. Furthermore, it can
also provide the best innovations to improve the learning and
academic quality at the university.
II. LITERATURE STUDY
A. IT Governance
According to Van Grembergen [1], there are two aspects in
IT governance: the first one is provide added business value
with stimulated by IT strategic and the second is risks mitigate
toward IT by adding responsibility to a company. To obtain
optimal results, both aspects need to be measured and
supported by sufficient resources.
Some frameworks have been developed to support an
organization with making definitions, conducting evaluations,
doing reports, and increasing internal controls, as depicted in
Figure 1 [2].

Fig. 2. COBIT 5 Maturity Model [4]

C. IT Service Management (ITSM)

Fig. 1. IT Governance Model [2]
IT Service Management (ITSM) is a service-oriented
B. Control Objectives for Information and Related approach for managing IT applications, IT infrastructure, and
Technology (COBIT) IT service [5]. Blokdijk [6] explained that ITSM is a set of
COBIT is a framework of IT governance that is special ability to provide valuable things for customers in
implemented for IT services, IT management, audit functions, terms of services. ITSM help us to connect business needs
the control department, and to provide and ensure integrity with IT and the environment. In managing ITSM need a
and accuracy of sensitive and important data/information that framework that frequently used and has been tested. IT
used by stakeholder [3]. With COBIT 5, enables IT to be Infrastructure Library (ITIL) is the frameworks that is often
managed and governed the enterprise holistically, to support used for implementation of ITSM.
functional responsibility and business needs of IT areas, based D. IT Infrastructure Library (ITIL)
on needs of internal and external stakeholders. COBIT 5 can ITIL third version was establish in 2007. There are 5
use for all sizes of organizations, whether they are commercial stages in the ITIL 3 service lifecycle that consist of Service
organization, not-for-profit organization, or in the public Strategy, Service Design, Service Transition, Service
sector organization [4]. Operation, and Continual Process Improvement [7].
There are six levels of capability that a process can
achieve:
• Level 0 Incomplete: The process is not implemented or fails
to achieve the goals.
• Level 1 Performed: There is evidence for achievement of the
process goals from the implemented process.
• Level 2 Managed: level 1 already implemented in a managed
method (planned, monitored, and adjusted); and its work
products are appropriately established, controlled, and
maintained.
• Level 3 Established: level 2 already implemented and now
using a defined process to achieves its process outcomes.
• Level 4 Predictable: level 3 already implemented and now
operates within defined limits to achieve its process
outcomes.
• Level 5 Optimizing: level 4 is continuously improved to
Fig. 3. ITIL V3 Service Cycle [7]
meet relevant current and projected business goals.

E. IT Service Operation
Addy [8] explained, ITIL is a collection of stages
integration process that provide the best practice of managing
IT service operation. ITIL develop by United Kingdom’s
Office of Government Commerce (OGC). All processes and
activities are needed to provide services to stakeholders. The
IT service operation must responsible for assisting and
supporting technology that used for business management
continuously.

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2018 International Conference on Information Management and Technology (ICIMTech)
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 III. RESEARCH METHODOLOGY
Fig. 4. Methodology of Research
In this research conducted by formulating and identifying
the problems on IT division related to the IT service for
information systems users at the university. Then a
questionnaire was made based on the variables that were
defined in the analysis process through COBIT and ITIL.
The maturity level was measured to analyze its current
position in information systems, so that improvements could
be done according to the University’s business goals and
needs. The maturity level was measured using COBIT 5. In
this case study, since an analysis was conducted in the IT
service field, the focus was on the application, infrastructure,
and services domain. The maturity level was also measured
using ITIL 3 in the service operation stage.
In this research, the data collection was obtained from:
• A literature study was conducted to obtain theories that are
related with and support this research article. The literature
study was obtained from journals, articles, books, and
other references, which assist in the data analysis and
management process.
• The previous research was used as a reference for writing
this research to obtain the necessary information.
An analysis was conducted on the relationship between
measuring the maturity level of information systems in COBIT
and ITIL. This relationship was conducted by testing the
regression of the relationship and the influence between each
variable of the maturity level in COBIT and ITIL. A regression
test was carried out to discover what the connections were
between the variables/indicators in COBIT and ITIL.
The questionnaire items were made based on the variables
that were previously defined. The questionnaire was given to
information systems users to acquire their feedback towards
using the informations systems made and the IT service given.
By doing so, it could be found whether the quality of
information systems IT service given matched with the users
expectations, as well as the users’ satisfaction towards the IT
service.
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The questionnaire was distributed to the BINUS University
business units. The data gathering was focused on information
systems users who use information systems to support their
daily work operational processes, under the Deputy Vice
Rector of Operations – Kemanggisan area campuses (SRSC,
SSC, and AOC) with 77 staff members in business units who
use information systems to assist their daily work operational
processes. Based on the Slovin formula, 65 samples were
taken using a probability sampling technique, which was
simple random sampling.
Based on previous research [9], which was from the
newest research and primary literature references from
previous studies related with this research topic, it can be
concluded that there is a relationship between COBIT and
ITIL. This research chooses COBIT and ITIL because the
framework suitable for measure the maturity level of IT
Service Management based on our previous research [9].
Below are the results:
• Discussed about applying COBIT 5 and ITIL 3 in various
industries found from three research database sources
(Science Direct, IEEE, and Emerald Insight) with 20
publications from journals/conferences.
• From the 20 publications, a literature review was mapped,
and it was found that from 2005-2015, most of the
publications were from 2012-2014.
• Through COBIT 5 and ITIL 3 were found several
indicators that can be used to determine the success of IT
service performance, including:
TABLE 1. Indicators of IT Service Performance
Measurement Using COBIT 5 and ITIL 3
• The indicators above were decomposed into several factors
that could be used in supporting the IT service
performance evaluation towards university users. The
COBIT variables/indicators were measured using a
maturity level scale based on the COBIT 5 guidelines. ITIL
was conducted based on the ITIL 3 guidelines.
IV. RESULT AND OUTPUT ACHIEVED
A. Data Quality Test of the Questionnaire
The quality of the data was tested by using SPSS version
20. The validity was tested by using Bivariate Pearson with a
correlation significance limitation of 0.05. The validity test
results from each variable measured reveal that all the
variables are considered as being valid. From the variable
indicators used in this research, it was found that they all have
a significance value (2-tailed) less than 0.05.
 The reliability was tested on the valid items to examine the TABLE 3. Model Summary of the ITIL 3 Regression
Measurement towards COBIT 5
level of reliability. The testing was done by using a corrected
item-total correlation. The reliability test results used SPSS 20
and found that all of the variables had alpha coefficients
bigger than 0.70, so that it can be said that all of the variable
measuring concepts used in this research are reliable.
B. Analysis of the Relationship between Dimensions From the measurement results, it was discovered that ITIL
The following figure tests the relationship between 3 level Service Operation (EM, AM, IM, RF, PM), and
dimensions in the research model using a linear regression: level Service Design (IT SCM) had an influence of 18.4%
towards COBIT 5 Domain Services, Infrastructure, and
Application (DSS01, DSS02, DSS03, DSS04), while
81.6% were influenced by other things.
Therefore, based on the regression research results of the
relationship between dimensions, it was revealed that the IT
service performance measurement proved that COBIT 5 and
ITIL 3 were mutually significantly influential and could
become measurements towards the success of IT service
performance in having positive effects for an organization.
Fig. 5. Regression Results of the Research Model This is in line with previous research in the first paper [9],
• The influence of COBIT 5 Domain Services, which found that there is a significantly influential
Infrastructure, and Application (DSS01, DSS02, DSS03, relationship between COBIT 5 and ITIL 3.
DSS04) towards ITIL 3 level Service Operation (EM, AM,
IM, RF, PM), and level Service Design (IT SCM) is C. Results of the COBIT 5 Maturity Level Analysis
shown. The independent variable is COBIT 5, and the
Based on the calculated questionnaire results towards the
dependent variable is ITIL 3. The following hypotheses
maturity level in COBIT 5 Domain Services, Infrastructure,
are:
and Application (DSS01, DSS02, DSS03, DSS04) towards the
H0: COBIT 5 does not have a positive/significant
information systems service performance implemented at
influence towards ITIL 3.
BINUS University, the following results were obtained:
H1: COBIT 5 does have a positive/significant influence
towards ITIL 3. TABLE 4. Maturity Level Results of COBIT 5
Maturity Level
Process
TABLE 2. Model Summary of the COBIT 5 Regression Current Expected
Measurement towards ITIL 3
DSS01-Manage
Operations 2.87 4.25
DSS02 - Manage Service
Requests and Accidents 2.69 4.14
DSS03 - Manage
Problems 2.48 4.18
From the measurement results, it was found that COBIT 5 DSS04 - Manage
Continuity 2.62 4.04
Domain Services, Infrastructure, and Application (DSS01,
DSS02, DSS03, DSS04) had an influence of 18.4% Average 2.66 4.15
towards ITIL 3 level Service Operation (EM, AM, IM, RF,
PM), and level Service Design (IT SCM), while 81.6%
were influenced by other things.
• There was an influence of ITIL 3 level Service Operation
(EM, AM, IM, RF, PM), and level Service Design (IT
SCM) towards COBIT 5 Domain Services, Infrastructure,
and Application (DSS01, DSS02, DSS03, DSS04).
The independent variable was ITIL 3, and the dependent
variable was COBIT 5. The following are the hypotheses:
H0: ITIL 3 does not have a positive/significant influence
towards COBIT 5.
H1: ITIL 3 does have a positive/significant influence Fig. 6. Maturity Level Results of COBIT 5
towards COBIT 5.

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2018 International Conference on Information Management and Technology (ICIMTech)
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 So, the maturity level at BINUS University is based on
measuring COBIT 5 at level 2 - managed process, which is the
IT service process implemented is already managed (planned,
monitored, and adjusted), and the output from the processes
has been established and controlled to achieve the goals.
Meanwhile, the expected maturity level from the IT service
process is level 4 – predictable process, which is an
implemented IT service process that is expected to be
managed, have standardizations and clear procedures, as well
as have measurements and limitations that have been
determined to achieve the process results.
D. Analysis Results of ITIL 3 Maturity Level
Based on the questionnaire calculation results towards the
maturity level of ITIL 3 level Service Operation (EM, AM,
IM, RF, PM), and level Service Design (IT SCM) towards the
information systems service performance implemented at
BINUS University, the following results were obtained:
TABLE 5. Maturity Level Results of ITIL 3
Maturity Level
Process
Current Expected
SO – Service Operation
2.98 4.42
SD – Service Design 2.92 4.43
Average 2.95 4.43
Fig. 7. Maturity Level Results of ITIL 3
Therefore, the maturity level at BINUS University is based
on the measurement of ITIL 3 at level 2 – repeatable. This
means that the processes related with IT services have been
planned and conducted routinely, but they are not
documented. Meanwhile, it is hoped that the maturity level
from the IT service process is at level 4 – managed. This
means that the processes related with IT services are planned
and conducted routinely, documented using standards, and
carried out by measuring the process performance.
E. Lesson Learned and Recommendations to Improve IT
Service Performance
From the research conducted, there are several
recommendations and lesson learned that can be applied by IT
to improve the service performance, including:
• From the ‘manage operations’ measurement results, the
users’ expectations are the highest, because the daily
operations need to be carried out. Related with this, IT can
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conduct maintenance intermittently on the current
applications, so that the operational activities can continue
to run as normal.
• From the ‘manage problem’ measurement results, the
current condition has the lowest maturity value. Related
with this, IT can improve the service time/ SLA to be faster
in solving the problems faced. This can also be achieved
by adding more personnel who tackle the problem quickly
and apply a solution in predetermined SLA deadlines.
• From the ‘manage service requests and accidents’
measurement results, IT is already good in handling
improvement requests. At this time, IT already applies a
ticket system for an improvement request handling queue.
• From the ‘manage continuity’ measurement results, IT is
already good in developing its applications. IT can do
updates to develop new technology that can be applied in
the future.
V. CONCLUSION AND RECOMMENDATIONS
A. Conclusion
The IT service performance was measured using ITIL 3
level Service Operation (EM, AM, IM, RF, PM), and level
Service Design (IT SCM) and COBIT 5 Domain Services,
Infrastructure, and Application (DSS01, DSS02, DSS03,
DSS04), it was found that between COBIT 5 and ITIL 3 there
is a positive and mutually influential relationship of 18.4%,
while 81.6% is influenced by other things.
The IT service maturity level of BINUS University, which
was measured using ITIL 3 level Service Operation (EM, AM,
IM, RF, PM), and level Service Design (IT SCM), and COBIT
5 Domain Services, Infrastructure, and Application (DSS01,
DSS02, DSS03, DSS04) is currently at level 2, where the IT
service process implemented has already been managed
(planned, monitored, and adjusted), and the output from the
processes has already been established and controlled to reach
the goals. However, there is not yet any clear and complete
official documentation. Meanwhile, the staff at BINUS
University expects the IT service to be at a maturity level of 4,
meaning that the IT service process that is implemented
should already be managed, be standardized, have clear
procedures, as well as have predetermined limitations and
measurements to achieve the process results.
B. Recommendations
• Future research can be conducted at the management or
supervisor level only to see the level of their concern
towards the success of IT service implemented.
• To reach the desired maturity level 4, the procedures,
documentation, standardization of formal processes,
communication and formal training need to be conducted.
In addition, observations and evaluations need to be done
on the processes intermittently by the management.
• The maturity level should be measured for all the
information systems processes at BINUS University, not
only those in the IT service section.
• Critical success factors (CSFs) need to be analyzed
towards the success of IT services.
• Benchmarks should be carried out within other education
organizations, in order that they can become input for the
organizations, in an effort to find the best practices.
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