CALCULATION OF INCIDENT MANAGEMENT MATURITY LEVEL AT PT XYZ USING ITILV3 FRAMEWORK

: One of the keys to successful information technology (IT) is good IT service management planning [1]. Implementation of ITIL also makes IT functions more valueable and user oriented, better structure and coordination in IT functions through standardization and process documentation, clear roles and responsibilities, better synchronization of various IT services and increased transparency. PT XYZ is one of the IT companies and the largest data center service provider in Indonesia. Improving service quality is a target for companies to provide good services to the IT services. Based on data in 2022, from the ITS Division, the average incident report that can be completed on time is around 78% from all services reported in IT Services. Based on the data obtained, it is necessary to evaluate the measurement of the maturity level of IT services that have been implemented at PT XYZ. The results of the overall process maturity level based on the maturity assessment used in handling incidents show that the average maturity at PT XYZ is at level 3-Defined, which means the distribution of documentation covering all processes.


INTRODUCTION
One of the keys to the success of information technology (IT) is the existence of good IT service management planning so that it can optimize the IT services provided.
Conversely, poor management can be a potential threat.In order for IT governance to run well, methodologies are needed that can be used as management directions such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and related Technology), and so on.ITIL is a general framework that describes best practices in managing IT services (Arisandy et al., 2019).
PT XYZ is one of the largest IT companies and data center service providers in Indonesia.Improving service quality is a target for companies to provide good service to the IT services provided.Under the IT Services Division, IT services to customers are monitored and maintained so that they can be managed properly.
IT services provided for private cloud projects at PT XYZ consist of Hardware, Software, Infrastructure, security, Internet and Network services.
To determine the quality of services can be used as a glue between customers and IT service providers Herlinudinkhaji & Daru, 2015).
Metode Framework ITIL Information Technology Infrastructure Library or ITIL is a series of management and operation of information technology.ITIL is a specific framework for measuring maturity levels.The method used is the ITIL Version 3 method by using domain service operation, which is a service to provide services, especially Incident Management.
In ITIL version 3, the stages of
Observation is a complex process and consists of direct observation (Romadhon et al., 2018).

UCISA Maturity Level Calculation Results
In the assessment stage, two assessment models were carried out as  Based on the results of field observations, the delivery of this incident is handled through the tikecting application by means of the reporter or Support level 1 recording incident tickets.However, from the results of the interview, the handling of incidents escalated to the relevant team (Support level 2/3) has not been recorded in the ticketing application and does not have a resolution target, the Support level 1 team only waits for the completion status to be closed in the ticketing application if the incident has been handled.

CONCLUSIONS
Based on the results of the discussion that has been described in the previous chapters, some of the analysis results that can be concluded are as follows: 1).From the entire process of maturity level based on assessment tools using both UCISA and ITIL maturity level in incident feeding, an average maturity level of 3 was obtained.
This level is included in the Refined / standard level which is described as the managing IT management are broadly the same as ITIL V3, namely there are 5 service lifecycle processes.The figure shows the service lifecycle of the ITIL framework version 3.

Figure 1 .
Figure 1.ITIL Service Life Cycle version 3 respondents in their fields to find out, identify problems and analyze the differences between handling IT service incidents in the IT Services Division with the ITIL framework for incident management.The results of interviews grouped according to the stage of handling IT service management incidents in the IT Services Division in the authorized team in handling incident services, namely ITSM Manager, Project Manager Coordinator and Level 1 Support Team are illustrated in the table.
was found that the handling of incidents escalated to the relevant team has not been recorded in the ticketing application and does not have a resolution target, the Support level 1 team only waits for the completion status to be closed in the ticketing application if the incident has been handled.Simon, H. A. (1973).Applying information technology to organization design.Public administration review, 33(3), 268-278.Wang, D., Zhong, D., & Li, L. (2022).A comprehensive study of the role of cloud computing on the information technology infrastructure library (ITIL) processes.Library Hi Tech, 40(6), 1954-1975.© 2023 by the authors.Submitted for possible open access publication under the terms and conditions of the Creative Commons Attribution (CC BY SA) license (https://creativecommons.org/licenses/by-sa/4.0/).

Parameter Lavel 1 Initial Level 2 Repeatable Level 3 Defined Level 4 Managed Level 5 Optimising Jumlah Jawaban Jumlah Respon Skor rata- rata Maturity
questionnaire obtained maturity results at Level 3.5 -Quality Control and PASS back at level 9, Even so, the maturity of IT services in Incident management can only reach level 3.5 because at level 4 get FAIL status.