The integration of IT Governance and expert system design offers transformative benefits for enhancing library user services. This research employs the COBIT 5.0 framework to align IT strategies with library objectives while developing an expert system tailored for personalized recommendations. The findings indicate that the expert system significantly improves operational efficiency, service accuracy, and user satisfaction by using user profiles to recommend relevant materials and streamline the borrowing process. Testing revealed high user satisfaction levels, with 96.6% finding the system effective and 100% confirming its efficiency. Additionally, IT Governance ensures strategic integration between technological infrastructure and service quality objectives, enabling data-driven decision-making. The study also highlights challenges, such as the need for robust data management and user training, suggesting areas for future improvement. Recommendations include incorporating machine learning to enhance system intelligence, conducting regular evaluations to maintain system relevance, and testing the scalability of this approach across various types of libraries. By integrating IT Governance with an expert system, this research sets a strong foundation for modernizing library services to better meet user expectations in the digital era.

Information Technology (IT) service management plays a critical role in supporting the efficiency and effectiveness of business intelligence processes within modern organizations. This study aims to evaluate IT service governance in Bank Rakyat Indonesia using the Information Technology Infrastructure Library (ITIL) framework. This approach focuses on improving operational efficiency, service management, and aligning IT services with business needs. The research method involves a detailed analysis of service processes and activities based on ITIL stages, ranging from service strategy to continuous improvement. The findings indicate that ITIL implementation significantly enhances IT service management and promotes business intelligence effectiveness within the organization. Recommendations for further development are also provided to improve the quality and speed of IT services in the future.