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.

Abstract The utilization of information technology plays a crucial role in the operations of organizations or companies, including the Communication and Informatics Agency of East Java Province. The utilization of information technology is governed by Presidential Regulation No. 95 of 2018 on the Electronic-Based Government System (SPBE). The purpose of conducting risk management evaluation is to reduce the impact of risks within the organization and to determine the level of SPBE risk management capability. This research uses the Control Objectives for Information and Related Technologies (COBIT) 5 framework. The current assessment results for EDM03 Ensure Risk Optimization (as is) have reached Level 2 – Managed Process with a score of 74.9%, and APO12 Manage Risk (as is) has reached Level 1 – Performed Process with a final score of 79.39% with the category of L (Largely Achieved). Based on this assessment, the gap for EDM03 is one level, and the gap for APO12 is two levels

Dinas Perpustakaan dan Kearsipan Kota Surabaya (DISPUSIP) is one of the Surabaya city government institutions whose role is to provide and manage public service facilities in the library and archives sector in the City of Surabaya. DISPUSIP has an IT Team that manages information technology including the development of Management Information Systems (MIS). In working on MIS development, the DISPUSIP IT Team experienced problems related to the division of job desks between members and the MIS work flow was unclear and undocumented because there were no procedures and documentation for MIS development activities. Therefore, MIS development governance is needed in the form of a Standard Operating Procedure (SOP) to manage MIS development activities. The preparation of SOPs in this thesis uses the gap analysis method to determine the gap between current conditions and ideal conditions. Current conditions were obtained from interviews and observations, while ideal conditions were obtained from activities in the System Development Life Cycle (SDLC), the COBIT 5 domain BAI03 framework, and ITIL v3 change management. The output produced from this thesis is a MIS development SOP document which consists of 5 procedures, namely: New MIS Planning SOP, New MIS Analysis SOP, New MIS Design SOP, New MIS Implementation SOP, and MIS Module Addition SOP verified using the interview method and validated with SOP test simulations to find out whether the SOP is appropriate.

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.

In the digitalization era, mobile payment applications are highly sought after to facilitate financial activities. PLN has innovated by introducing PLN Mobile, which simplifies online electricity bill payments. Despite offering many conveniences, some users feel there are shortcomings and difficulties with this app, potentially affecting its continued usage. This thesis aims to evaluate the factors influencing users' decisions to continue using the application, utilizing a conceptual model that combines Human-Computer Interaction (HCI) and Trust based on research by Kaewkitipong et al. (2022). This model includes seven variables: skill, system quality, information quality, task-technology fit, HCI, trust, and continuance intention. Testing uses the SEM-PLS technique and is processed with SmartPLS 4 using a sample of 384 respondents. The results indicate that HCI and trust significantly influence continuance intention, while system quality, information quality, and task-technology fit significantly influence HCI. These findings provide insights for improving and enhancing the PLN Mobile service to encourage its sustainable use.

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.