ANALISIS TATA KELOLA TEKNOLOGI INFORMASI SISTEM POS AJA PADA PT POS LAMPUNG UTARA MENGGUNAKAN COBIT 5.0

Abstract

This study analyzes the information technology (IT) governance of the POS AJA system at PT Pos Lampung Utara using the COBIT 5.0 framework. The analysis focuses on three processes related to service delivery, namely BAI1 (Manage Programmes and Projects), DSS2 (Manage Service Requests and Incidents), and MEA1 (Monitor, Evaluate and Assess Performance and Conformance). Data were collected through interviews, observation, literature study, and a questionnaire of 200 statements measured on a seven-point Likert scale, which was answered by 40 employees and managers. The questionnaire scores were averaged for each process to determine the capability level, and the gap to the target level of 6 was calculated to formulate recommendations.
The results show average scores of 5.20 for BAI1, 5.26 for DSS2, and 5.34 for MEA1, with an overall average of 5.27, which places the governance of the POS AJA system at level 5 (Optimizing Process). The gaps to the target are 0.80, 0.74, and 0.66, respectively. The weakest aspects are documentation and evaluation at each project stage (BAI1), incident prioritization, incident status information, and incident-handling training (DSS2), and internal audit and review of monitoring results (MEA1). Improving these aspects is recommended so that the governance of the POS AJA system can reach the target level and better support service quality and organizational goals.