Abstract:
Department of Communication, Informatics, and Statistics (DISKOMINFOTIK) Riau
Province has an e-office application to support the existing administrative process. Eoffice
applications are designed and developed by the division of Applications and
Informatics. In the process of managing incidents and problems that occur against this
application, there is an escalation flow that has not been well defined and has never been
done to evaluate maturity level measurement before, so it is necessary to measure the
level of maturity in this e-office application. This research focused on measurements
using Information Technology Infrastructure Library (ITIL) Version 3 framework on the
subdomain of incident management and problem management. Based on the results of
measurements, the maturity level of each subdomain got a score of 2,646 and 3,280, the
score showed that both subdomain's activities are at level 3 (defined). With the expected
maturity at level 5 (optimized), it is necessary to provide recommendations that will
support the process of increasing the maturity of both subdomains in e-office
applications
