Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in Jakarta
This research investigates contextual ITSM adaptation across educational levels through a comparative case study of a university and secondary school in Jakarta. Using qualitative methodology with interviews, observations, and document analysis, we examined implementation patterns at University X (5...
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| Format: | Article |
| Language: | English |
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Informatics Department, Faculty of Computer Science Bina Darma University
2025-06-01
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| Series: | Journal of Information Systems and Informatics |
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| Online Access: | https://journal-isi.org/index.php/isi/article/view/1081 |
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| author | Marcel Marcel Nur Chalik Azhar |
| author_facet | Marcel Marcel Nur Chalik Azhar |
| author_sort | Marcel Marcel |
| collection | DOAJ |
| description | This research investigates contextual ITSM adaptation across educational levels through a comparative case study of a university and secondary school in Jakarta. Using qualitative methodology with interviews, observations, and document analysis, we examined implementation patterns at University X (5,000 students, 12 IT staff) and SMA Y (450 students, 2 IT staff). Results show universities achieved semi-formal ITSM maturity levels 2-3 while secondary schools operated at pragmatic levels 1-2, reflecting resource disparities where universities allocated 4% versus 1.5% of operational budgets to IT services. Key findings reveal persistent perception gaps where academic staff predominantly view IT as "repair function" rather than strategic service, with most service requests still submitted through informal channels instead of standardized procedures. Three primary implementation challenges emerged: resource limitations, structural complexity, and cultural resistance. Based on these findings, we propose a phased transformation model (Stabilization, Standardization, Development) accommodating "layered maturity" - allowing institutions to operate at different maturity levels across ITSM domains rather than uniform advancement. This research contributes a contextual ITSM implementation framework bridging industry standards with educational realities, providing practical guidance for institutions balancing digital transformation aspirations with resource constraints, particularly relevant for developing countries facing similar educational technology challenges. |
| format | Article |
| id | doaj-art-a02f6569dc234c4791def2f919e8d3dc |
| institution | Kabale University |
| issn | 2656-5935 2656-4882 |
| language | English |
| publishDate | 2025-06-01 |
| publisher | Informatics Department, Faculty of Computer Science Bina Darma University |
| record_format | Article |
| series | Journal of Information Systems and Informatics |
| spelling | doaj-art-a02f6569dc234c4791def2f919e8d3dc2025-08-20T03:40:37ZengInformatics Department, Faculty of Computer Science Bina Darma UniversityJournal of Information Systems and Informatics2656-59352656-48822025-06-01721105114710.51519/journalisi.v7i2.10811081Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in JakartaMarcel Marcel0Nur Chalik Azhar1Universitas Kristen Krida WacanaUniversitas Muhammadiyah Prof. Dr. HAMKAThis research investigates contextual ITSM adaptation across educational levels through a comparative case study of a university and secondary school in Jakarta. Using qualitative methodology with interviews, observations, and document analysis, we examined implementation patterns at University X (5,000 students, 12 IT staff) and SMA Y (450 students, 2 IT staff). Results show universities achieved semi-formal ITSM maturity levels 2-3 while secondary schools operated at pragmatic levels 1-2, reflecting resource disparities where universities allocated 4% versus 1.5% of operational budgets to IT services. Key findings reveal persistent perception gaps where academic staff predominantly view IT as "repair function" rather than strategic service, with most service requests still submitted through informal channels instead of standardized procedures. Three primary implementation challenges emerged: resource limitations, structural complexity, and cultural resistance. Based on these findings, we propose a phased transformation model (Stabilization, Standardization, Development) accommodating "layered maturity" - allowing institutions to operate at different maturity levels across ITSM domains rather than uniform advancement. This research contributes a contextual ITSM implementation framework bridging industry standards with educational realities, providing practical guidance for institutions balancing digital transformation aspirations with resource constraints, particularly relevant for developing countries facing similar educational technology challenges.https://journal-isi.org/index.php/isi/article/view/1081itsmeducational institutionsdigital maturity modelit service transformationcontextual itsm implementation |
| spellingShingle | Marcel Marcel Nur Chalik Azhar Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in Jakarta Journal of Information Systems and Informatics itsm educational institutions digital maturity model it service transformation contextual itsm implementation |
| title | Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in Jakarta |
| title_full | Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in Jakarta |
| title_fullStr | Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in Jakarta |
| title_full_unstemmed | Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in Jakarta |
| title_short | Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in Jakarta |
| title_sort | contextual itsm adoption across educational levels a university and a secondary school in jakarta |
| topic | itsm educational institutions digital maturity model it service transformation contextual itsm implementation |
| url | https://journal-isi.org/index.php/isi/article/view/1081 |
| work_keys_str_mv | AT marcelmarcel contextualitsmadoptionacrosseducationallevelsauniversityandasecondaryschoolinjakarta AT nurchalikazhar contextualitsmadoptionacrosseducationallevelsauniversityandasecondaryschoolinjakarta |