Analisis Infrastruktur Layanan Teknologi Informasi Menggunakan Framework ITIL pada Operasional Perusahaan PT. Pinago Utama Tbk
Abstract
The development of information technology in the digital transformation era encourages companies to improve the management of information technology service infrastructure to support company operational activities. This study aims to analyze the information technology service infrastructure using the Information Technology Infrastructure Library (ITIL) Service Operation domain framework in the operations of PT. Pinago Utama Tbk, an agribusiness company in the field of Crude Palm Oil (CPO) processing with its administrative office in Palembang. The study was conducted on November 17, 2025, during the Field Work Lecture (KKL) activity using descriptive qualitative methods through interviews with the IT Manager, direct observation of the IT infrastructure, and documentation studies. The analysis was carried out on five ITIL Service Operation domains, namely event management, incident management, problem management, request fulfillment, and access management, using a gap matrix between actual conditions and ITIL best practices as an evaluation instrument. The results of the study indicate that the company's information technology infrastructure, which includes computer networks, servers, distribution information systems, fleet GPS tracking, and data communication services, has adequately supported operational activities. The implementation of the ITIL framework helps the company in monitoring IT services, handling system disruptions, and managing information access security. However, several aspects still need improvement, including unstructured incident documentation, inconsistent information security monitoring, and reactive problem management. Overall, the implementation of the ITIL framework has positively contributed to increasing the effectiveness of IT service infrastructure management and supporting the company's ongoing operational stability.
Kata kunci: framework ITIL, infrastruktur teknologi informasi, operasional Perusahaan, service operation, sistem informasi.
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DOI: https://doi.org/10.23960/%25x
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