Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in Jakarta
DOI:
https://doi.org/10.51519/journalisi.v7i2.1081Keywords:
ITSM, Educational Institutions, Digital Maturity Model, IT Service Transformation, Contextual ITSM ImplementationAbstract
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.
Downloads
References
Martin, F., and Xie, K., "Digital transformation in higher education: 7 areas for enhancing digital learning," Educause Rev., 2022.
J. Serrano, J. Faustino, D. Adriano, R. Pereira, and M. Da Silva, “An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices,” Information, vol. 12, no. 3, p. 111, Mar. 2021, doi: 10.3390/info12030111.
K. Antonopoulou, C. Begkos, and Z. Zhu, “Staying afloat amidst extreme uncertainty: A case study of digital transformation in Higher Education,” Technol. Forecast. Soc. Change, vol. 192, p. 122603, Jul. 2023, doi: 10.1016/j.techfore.2023.122603.
D. S. S. Redjeki, A. Hermino, and I. Arifin, “Online Learning Challenges in Schools During the Pandemic COVID-19 in Indonesia,” Asian Soc. Sci., vol. 17, no. 10, p. 53, Sep. 2021, doi: 10.5539/ass.v17n10p53.
I. Gemiharto and H. E. N. Priyadarshani, “The Challenges of the Digital Divide in the Online Learning Process During the COVID-19 Pandemic in Indonesia,” Ilomata Int. J. Manag., vol. 3, no. 1, pp. 343–356, Feb. 2022, doi: 10.52728/ijjm.v3i1.426.
I. S. Bianchi and R. D. Sousa, “IT Governance Mechanisms in Higher Education,” Procedia Comput. Sci., vol. 100, pp. 941–946, 2016, doi: 10.1016/j.procs.2016.09.253.
J. Iden and T. R. Eikebrokk, “The impact of senior management involvement, organisational commitment and group efficacy on ITIL implementation benefits,” Inf. Syst. E-Bus. Manag., vol. 13, no. 3, pp. 527–552, Aug. 2015, doi: 10.1007/s10257-014-0253-4.
B. Bygstad, E. Øvrelid, S. Ludvigsen, and M. Dæhlen, “From dual digitalization to digital learning space: Exploring the digital transformation of higher education,” Comput. Educ., vol. 182, p. 104463, Jun. 2022, doi: 10.1016/j.compedu.2022.104463.
T. T. Sousa-Zomer, A. Neely, and V. Martinez, “Digital transforming capability and performance: a microfoundational perspective,” Int. J. Oper. Prod. Manag., vol. 40, no. 7/8, pp. 1095–1128, Nov. 2020, doi: 10.1108/IJOPM-06-2019-0444.
M. Egloffstein and D. Ifenthaler, “Tracing Digital Transformation in Educational Organizations: From Individual to Organizational Perspectives,” in Digital Transformation of Learning Organizations, D. Ifenthaler, S. Hofhues, M. Egloffstein, and C. Helbig, Eds., Cham: Springer International Publishing, 2021, pp. 41–57. doi: 10.1007/978-3-030-55878-9_3.
M. Khouja, I. B. Rodriguez, Y. Ben Halima, and S. Moalla, “IT Governance in Higher Education Institutions: A Systematic Literature Review,” Int. J. Hum. Cap. Inf. Technol. Prof., vol. 9, no. 2, pp. 52–67, Apr. 2018, doi: 10.4018/IJHCITP.2018040104.
I. Scalabrin Bianchi, R. Dinis Sousa, and R. Pereira, “Information Technology Governance for Higher Education Institutions: A Multi-Country Study,” Informatics, vol. 8, no. 2, p. 26, Apr. 2021, doi: 10.3390/informatics8020026.
D. Ifenthaler and M. Egloffstein, “Development and Implementation of a Maturity Model of Digital Transformation,” TechTrends, vol. 64, no. 2, pp. 302–309, Mar. 2020, doi: 10.1007/s11528-019-00457-4.
P. Aasi, L. Rusu, and D. Vieru, “The Role of Culture in IT Governance Five Focus Areas: A Literature Review,” Int. J. ITBusiness Alignment Gov., vol. 8, no. 2, pp. 42–61, Jul. 2017, doi: 10.4018/IJITBAG.2017070103.
R. B. Cooper, “The inertial impact of culture on IT implementation,” Inf. Manage., vol. 27, no. 1, pp. 17–31, Jul. 1994, doi: 10.1016/0378-7206(94)90099-X.
J. Jan, K. A. Alshare, and P. L. Lane, “Hofstede’s cultural dimensions in technology acceptance models: a meta-analysis,” Univers. Access Inf. Soc., vol. 23, no. 2, pp. 717–741, Jun. 2024, doi: 10.1007/s10209-022-00930-7.
Anhar Januar Malik, “Fostering a Digital Culture in Indonesian Higher Education: The Impact of Digital Leadership on Lecturer Performance and Organizational Citizenship Behaviour,” J. Inf. Syst. Eng. Manag., vol. 10, no. 35s, pp. 283–295, Apr. 2025, doi: 10.52783/jisem.v10i35s.5997.
M. Q. Huda, N. A. Hidayah, N. A. Zakaria, and E. Khudzaeva, “Adoption and Implementation of Self-Development IT Applications : An Empirical Study of State Islamic Higher Education Institutions in Indonesia,” J. Appl. Eng. Technol. Sci. JAETS, vol. 4, no. 2, pp. 940–954, Jun. 2023, doi: 10.37385/jaets.v4i2.1873.
A. E. Cook, X. Zhang, A. S. Gann, and D. A. Ray, “Advantages, Challenges, And Success Factors in Implementing Information Technology Infrastructure Library,” Issues Inf. Syst., 2021, doi: 10.48009/2_iis_2021_196-208.
D. Herlinudinkhaji and L. Kurnia Ramadhani, “Tata Kelola Layanan Teknologi Informasi dengan ITIL V4 untuk Estimasi Layanan,” remik, vol. 7, no. 1, pp. 452–457, Jan. 2023, doi: 10.33395/remik.v7i1.12058.
R. F. Machado, S. Reinehr, and A. Malucelli, “Towards a Maturity Model for IT Service Management Applied to Small and Medium Enterprises,” in Systems, Software and Services Process Improvement, vol. 301, D. Winkler, R. V. O’Connor, and R. Messnarz, Eds., in Communications in Computer and Information Science, vol. 301. , Berlin, Heidelberg: Springer Berlin Heidelberg, 2012, pp. 157–168. doi: 10.1007/978-3-642-31199-4_14.
L. Ladu, C. Koch, P. Asna Ashari, K. Blind, and P. Castka, “Technology adoption and digital maturity in the conformity assessment industry: Empirical evidence from an international study,” Technol. Soc., vol. 77, p. 102564, Jun. 2024, doi: 10.1016/j.techsoc.2024.102564.
M. Ramakrishnan, S. Gregor, A. Shrestha, and J. Soar, “Addressing Knowledge Gaps in ITSM Practice with ‘Learning Digital Commons’: A Case Study,” Inf. Syst. Front., Mar. 2024, doi: 10.1007/s10796-024-10483-0.
Andri, Paulus, Hanes, and N. Poi Wong, “Measuring the Maturity Level of ITSM Using ITIL Framework,” in 2019 Fourth International Conference on Informatics and Computing (ICIC), Semarang, Indonesia: IEEE, Oct. 2019, pp. 1–6. doi: 10.1109/ICIC47613.2019.8985879.
R. Setyadi, Y. Kristian, A. Afrijal, F. Deyantoro, and N. I. Prakoso, “Maturity Level of ITSM Analysis Using ITIL V 3 Framework in NLAA Purbalingga,” SISFORMA, vol. 8, no. 1, pp. 7–14, May 2021, doi: 10.24167/sisforma.v8i1.3039.
R. Setyadi and E. Priyatiningsih, “Maturity Level of ITSM Analysis Using ITIL V3 Framework in State Electricity Enterprise Purwokerto,” JUITA J. Inform., vol. 9, no. 1, p. 77, May 2021, doi: 10.30595/juita.v9i1.9594.
S. Mukaromah and A. B. Putra, “Maturity Level at University Academic Information System Linking it Goals and Business Goal Based on Cobit 4.1,” MATEC Web Conf., vol. 58, p. 03009, 2016, doi: 10.1051/matecconf/20165803009.
J. V. Carvalho, R. H. Pereira, and Á. Rocha, “A systematic literature review on maturity models for information systems in higher education institutions,” Innov. Educ. Teach. Int., vol. 57, no. 4, pp. 434–449, Jul. 2020, doi: 10.1080/14703297.2019.1648219.
J. V. Carvalho, R. H. Pereira, and A. Rocha, “Maturity models of education information systems and technologies: A systematic literature review,” in 2018 13th Iberian Conference on Information Systems and Technologies (CISTI), Caceres: IEEE, Jun. 2018, pp. 1–7. doi: 10.23919/CISTI.2018.8399339.
D. Rico-Bautista, C. D. Guerrero, C. A. Collazos, and G. Maestre-Gongora, “Maturity model of adoption of Information Technologies for universities: An approach from the Smart University perspective,” in 2021 16th Iberian Conference on Information Systems and Technologies (CISTI), Chaves, Portugal: IEEE, Jun. 2021, pp. 1–6. doi: 10.23919/CISTI52073.2021.9476468.
D. David, E. Abdurachman, A. Bandur, and W. Kosasih, “Improving Competitive Advantages of Higher Education Institutions through IT Governance, IT Excellence, and IT Innovation: A Case Study in School of Informatics Management & Computing in Indonesia,” CommIT Commun. Inf. Technol. J., vol. 17, no. 1, pp. 103–119, Mar. 2023, doi: 10.21512/commit.v17i1.8505.
E. Martínez-Caro, J. G. Cegarra-Navarro, and F. J. Alfonso-Ruiz, “Digital technologies and firm performance: The role of digital organisational culture,” Technol. Forecast. Soc. Change, vol. 154, p. 119962, May 2020, doi: 10.1016/j.techfore.2020.119962.
L. Garcia and F. Quek, “Qualitative Research in Information Systems: Time to be Subjective?,” in Information Systems and Qualitative Research, A. S. Lee, J. Liebenau, and J. I. DeGross, Eds., Boston, MA: Springer US, 1997, pp. 444–465. doi: 10.1007/978-0-387-35309-8_22.
M. Whitman and A. Woszczynski, Eds., The Handbook of Information Systems Research: IGI Global, 2004. doi: 10.4018/978-1-59140-144-5.
I. Benbasat, D. K. Goldstein, and M. Mead, “The Case Research Strategy in Studies of Information Systems,” MIS Q., vol. 11, no. 3, p. 369, Sep. 1987, doi: 10.2307/248684.
V. Braun and V. Clarke, “Using thematic analysis in psychology,” Qual. Res. Psychol., vol. 3, no. 2, pp. 77–101, Jan. 2006, doi: 10.1191/1478088706qp063oa.
H. Luo, “Qualitative Research on Educational Technology: Philosophies, Methods and Challenges,” Int. J. Educ., vol. 3, no. 2, p. E13, Aug. 2011, doi: 10.5296/ije.v3i2.857.
Downloads
Published
Issue
Section
License
Authors Declaration
- The Authors certify that they have read, understood, and agreed to the Journal of Information Systems and Informatics (JournalISI) submission guidelines, policies, and submission declaration. The submission has been prepared using the provided template.
- The Authors certify that all authors have approved the publication of this manuscript and that there is no conflict of interest.
- The Authors confirm that the manuscript is their original work, has not received prior publication, is not under consideration for publication elsewhere, and has not been previously published.
- The Authors confirm that all authors listed on the title page have contributed significantly to the work, have read the manuscript, attest to the validity and legitimacy of the data and its interpretation, and agree to its submission.
- The Authors confirm that the manuscript is not copied from or plagiarized from any other published work.
- The Authors declare that the manuscript will not be submitted for publication in any other journal or magazine until a decision is made by the journal editors.
- If the manuscript is finally accepted for publication, the Authors confirm that they will either proceed with publication immediately or withdraw the manuscript in accordance with the journal’s withdrawal policies.
- The Authors agree that, upon publication of the manuscript in this journal, they transfer copyright or assign exclusive rights to the publisher, including commercial rights
