This research analyzes user satisfaction of the Surabaya Tourist Ticket, which is a digital platform designed to make it easier to purchase tourist tickets in the city of Surabaya which is managed by the Surabaya City DISBUDPORAPAR. This analysis was carried out using the End User Computing Satisfaction model which measures the content, accuracy, format, ease of use, and timeliness of the application. The result of the analysis shows that this application has a positive and significant influence on a user satisfaction in the content, accuracy, ease of use, and timeliness variables, but the format variable has a positive but not significant influence on the user satisfaction. From the result of this analysis, it can be seen that the Surabaya Tourist Ticket has been successful in meeting needs so that users feel satisfied. The implication of this research is to support further development to improve the appearance and maintain performance so that the existence of the Surabaya Tourist Ticket website and tourism in the city of Surabaya increase so that regional income also increases.

Information technology continues to evolve over time, and this development can be leveraged across various organizational sectors. CV. Warajaya Solve Techindo, an IT Solution company, relies heavily on the implementation of information technology to support its business processes. With numerous IT services sold and used by WaySolve, new risks or problems are bound to arise. Unfortunately, WaySolve currently lacks clear guidelines for problem management. The aim of this thesis is to create SOP related to problem management that CV. Warajaya Solve Techindo can use as a reference or standard for resolving IT issues. The SOP is developed using the ITIL V3 and COBIT 5 frameworks, as both provide activities relevant to the problem management process based on existing guidelines.This thesis involves several stages: Data Collection and Analysis, SOP Document Preparation, and SOP Document Adjustment. The outcome of this thesis includes two standard operating procedure documents for IT problem management, as well as two forms with six actors assigned roles in each activity.

The development of information technology has provided numerous benefits in the advancement of various organizations. One government organization that has implemented information technology to support its business processes is the Department of Cooperatives and SMEs of East Java Province. With the increasing number of information technology services used by the Department of Cooperatives, new challenges and consequences inevitably arise in the service maintenance process when an incident occurs with the information technology services. Unfortunately, the Department of Cooperatives appears to lack a clear procedure and guidelines for incident handling due to the absence of a related SOP. The purpose of this thesis is to formulate a Standard Operating Procedure related to incident handling that can be utilized by the Department of Cooperatives as a standard or reference, particularly in resolving incidents in information technology services. The SOP formulation uses the ITIL V3 framework because this framework includes the Service Operation domain, which contains the incident management process formulated based on best practices. Data collection for this thesis will be conducted through interviews and using the RACI Chart to determine the interviewees. This thesis results in 3 Standard Operating Procedures, 3 Record Documents, 1 Form, and 1 Priority Guide document, all of which are formulated based on the relevant framework and have been validated by the Department of Cooperatives and SMEs of East Java Province.