Evaluasi Incident dan Service Request Management pada Layanan e-Visa di Kantor Imigrasi Cirebon Menggunakan ITIL 4

Ramdani ; Dzahwa Laely Putri ; Hatta ; Muhammad ; Suwandi ; Suwandi
Teknik: Jurnal Ilmu Teknik dan Informatika 📅 2025 Vol 5, No 2 🔗 DOI: 10.51903/teknik.v5i2.931
Abstract
This study evaluates the service maturity of the e-Visa system at the Class I TPI Cirebon Immigration Office with reference to two ITIL 4 practices: Incident Management and Service Request Management. Operationally, the office acts as a user while technical handling is centralized at a national helpdesk. A mixed-method approach was applied, combining staff/admin questionnaires with instrument validity, reliability checks, snapshot analysis of helpdesk tickets, and brief observations. The analysis identifies key issues: the absence of a locally agreed Service Level Agreement (SLA), delays in resolving high-priority incidents, and inconsistent communication of status and estimated time to resolution. Findings indicate a gap between perceived process maturity and ticket-based operational performance, especially for high-priority cases. The study proposes actionable improvements formalizing SLAs with the central team, a fast-track for urgent cases, concise submission guidance for routine requests, and results of the web-based recommendation dashboard. These results are relevant for similar user units operating under centralized support.
Keywords
e-Visa; ITIL 4; Incident Management; Service Request Management; service maturity
How to Cite

Ramdani, et al. (2025). Evaluasi Incident dan Service Request Management pada Layanan e-Visa di Kantor Imigrasi Cirebon Menggunakan ITIL 4. Teknik: Jurnal Ilmu Teknik dan Informatika, 5(2). https://doi.org/10.51903/teknik.v5i2.931

Ramdani, Dzahwa Laely Putri ; Hatta, Muhammad ; Suwandi, Suwandi, "Evaluasi Incident dan Service Request Management pada Layanan e-Visa di Kantor Imigrasi Cirebon Menggunakan ITIL 4," Teknik: Jurnal Ilmu Teknik dan Informatika, vol. 5, no. 2, 2025.

Ramdani, Dzahwa Laely Putri ; Hatta, Muhammad ; Suwandi, Suwandi. "Evaluasi Incident dan Service Request Management pada Layanan e-Visa di Kantor Imigrasi Cirebon Menggunakan ITIL 4." Teknik: Jurnal Ilmu Teknik dan Informatika, vol. 5, no. 2, 2025.

Ramdani, Dzahwa Laely Putri ; Hatta, Muhammad ; Suwandi, Suwandi. "Evaluasi Incident dan Service Request Management pada Layanan e-Visa di Kantor Imigrasi Cirebon Menggunakan ITIL 4." Teknik: Jurnal Ilmu Teknik dan Informatika 5, no. 2 (2025).

Ramdani, et al. (2025) 'Evaluasi Incident dan Service Request Management pada Layanan e-Visa di Kantor Imigrasi Cirebon Menggunakan ITIL 4', Teknik: Jurnal Ilmu Teknik dan Informatika, 5(2). doi: 10.51903/teknik.v5i2.931.

Ramdani, Dzahwa Laely Putri ; Hatta, Muhammad ; Suwandi, Suwandi. Evaluasi Incident dan Service Request Management pada Layanan e-Visa di Kantor Imigrasi Cirebon Menggunakan ITIL 4. Teknik: Jurnal Ilmu Teknik dan Informatika. 2025;5(2).

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