Dependence on information technology requires organizations not only to focus on building information technology products but also to design information technology service management so that they can provide effective and efficient services for their users. The best practice framework that can be used is Information Technology and Infrastructure Library (ITIL). However, the government sector in Indonesia has not fully adopted this framework even though this framework has been the reference of several organizations and has been successful in its implementation so as to bring benefits to the organization. This study aims to implement ITSM using the ITIL framework for government organizations so that the government can follow the steps in implementing the ITIL framework and can improve information technology services in order to better develop E-Government to the public. The study was conducted using the method of field observation, literature study and review of applicable regulations in Indonesia, especially those related to E-Government. The results of this study are in the form of points for implementing the ITIL framework to support the development of E-Government in the field of information technology services by government agencies in Indonesia.

27/11/2018

978-602-53524-0-9

© The authors.
This article is distributed under the terms of the Creative Commons Attribution License 4.0, which permits non-commercial use, distribution and reproduction in any medium, provided the original work is properly cited. See for details: https://creativecommons.org/licenses/by-nc/4.0/

491 times.