This study aims to analyze information technology service management (IT Service Management) in the product ordering process through the Klik Indomaret application developed by PT Indomarco Prismatama. As consumer demand for fast and efficient online shopping services increases, the company is required to provide a reliable, responsive, and user-friendly IT service system. This research employs a qualitative approach, using data collection techniques such as interviews, observations, and document analysis. The analysis is based on the ITIL (Information Technology Infrastructure Library) framework to evaluate the effectiveness of service management in supporting core business processes. The findings indicate that although the Klik Indomaret application has positively contributed to streamlining the ordering process and improving customer satisfaction, several challenges remain, such as delays in stock data updates, system disruptions, and limited integration among IT services. Recommendations include enhancing system monitoring, optimizing the service desk, and strengthening incident management strategies. These findings are expected to serve as a foundation for the future development of more robust IT services.

 In this era of technology, to handle several obstacles in conventional ticket ordering such as long queues at the station, limited time owned by consumers, the process of delivering information about ticket prices for the day of departure or previous dates that cannot be processed, PT Kereta Api Indonesia (KAI) provides a solution through the KAI Access application which will facilitate ticket ordering, fast transaction process, reduce operational costs when ordering tickets, delivery of information about schedules and ticket prices that can be accessed quickly. By downloading the KAI Access application, the counter feels like it is in your hand, like the slogan buying tickets is as easy as updating status is one of PT. KAI's campaigns in the program buying tickets is easy.