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Project Management Strategy for Chatbot Implementation Based on ITIL v4: A Logistics Company Case

CommIT (Communication and Information Technology) Journal · Vol. 19 No. 1 (2025) · hlm. 59–70

DOI
10.21512/commit.v19i1.12106
ISSN
2460-7010, 1979-2484
Terbit
2025-04-17
Penerbit
Bina Nusantara University
Bahasa
eng
Lisensi
creativecommons.org/licenses/by-sa/4.0

Abstrak

The rapid development of information technology drives improvements in service quality, including help desk services that act as a central point of customer support. The research aims to enhance the achievement of Service Level Agreement (SLA) response and resolution targets in a digital port and logistics company that has yet to meet its SLA response goal of 95%, with an average fulfillment of only 64%. The research adopts a descriptive qualitative method using a case study approach. Data were collected through SLA reports from December 2023 to April 2024 and interviews with the helpdesk team. The research object is the company's helpdesk system. The analysis is conducted using the Information Technology Infrastructure Library version 4 (ITIL v4) framework through Service Value Chain (SVC) practices and supported by an Agile approach. The results show that implementing an ITIL v4-based chatbot combined with Agile practices can significantly improve SLA response due to the chatbot's availability and instant response capabilities. Additionally, SLA resolution is also improved as the chatbot supports initial triage and accelerates ticket routing to the appropriate teams. The average gap after implementation indicates a 26% improvement in SLA response and a -1% gap in SLA resolution (exceeding the target). The research highlights the strong potential of integrating ITIL v4 into chatbot design and management, even though academic studies exploring the relationship between ITIL v4 and chatbot functions remain limited.

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Rekan penulisOrganisasiArtikel bersama
Bob HardianUniversity of Indonesia1
Ikhsan Triadi SyaputraUniversity of Indonesia1
Tiarma SimanungkalitUniversity of Indonesia1
Hapsari WulandariUniversity of Indonesia1
Fajar RizkyUniversity of Indonesia1
Ni Wayan TrisnawatyUniversity of Indonesia1

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.binus.ac.id/index.php/commit/oai, pertama di-harvest 8 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en-US">Project Management Strategy for Chatbot Implementation Based on ITIL v4: A Logistics Company Case</dc:title>
	<dc:creator>Setyowibowo, Dendy</dc:creator>
	<dc:creator>Raharjo, Teguh</dc:creator>
	<dc:creator>Fitriani, Anita Nur</dc:creator>
	<dc:subject xml:lang="en-US">Project Management Strategy</dc:subject>
	<dc:subject xml:lang="en-US">Chatbot</dc:subject>
	<dc:subject xml:lang="en-US">Information Technology Infrastructure Library version 4 (ITIL v4)</dc:subject>
	<dc:subject xml:lang="en-US">Logistics Company</dc:subject>
	<dc:description xml:lang="en-US">The rapid development of information technology drives improvements in service quality, including help desk services that act as a central point of customer support. The research aims to enhance the achievement of Service Level Agreement (SLA) response and resolution targets in a digital port and logistics company that has yet to meet its SLA response goal of 95%, with an average fulfillment of only 64%. The research adopts a descriptive qualitative method using a case study approach. Data were collected through SLA reports from December 2023 to April 2024 and interviews with the helpdesk team. The research object is the company's helpdesk system. The analysis is conducted using the Information Technology Infrastructure Library version 4 (ITIL v4) framework through Service Value Chain (SVC) practices and supported by an Agile approach. The results show that implementing an ITIL v4-based chatbot combined with Agile practices can significantly improve SLA response due to the chatbot's availability and instant response capabilities. Additionally, SLA resolution is also improved as the chatbot supports initial triage and accelerates ticket routing to the appropriate teams. The average gap after implementation indicates a 26% improvement in SLA response and a -1% gap in SLA resolution (exceeding the target). The research highlights the strong potential of integrating ITIL v4 into chatbot design and management, even though academic studies exploring the relationship between ITIL v4 and chatbot functions remain limited.</dc:description>
	<dc:publisher xml:lang="en-US">Bina Nusantara University</dc:publisher>
	<dc:date>2025-04-17</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.binus.ac.id/index.php/commit/article/view/12106</dc:identifier>
	<dc:identifier>10.21512/commit.v19i1.12106</dc:identifier>
	<dc:source xml:lang="en-US">CommIT (Communication and Information Technology) Journal; Vol. 19 No. 1 (2025): CommIT Journal ; 59-70</dc:source>
	<dc:source>2460-7010</dc:source>
	<dc:source>1979-2484</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.binus.ac.id/index.php/commit/article/view/12106/5390</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2025 Dendy Setyowibowo, Teguh Raharjo, Anita Nur Fitriani</dc:rights>
	<dc:rights xml:lang="en-US">https://creativecommons.org/licenses/by-sa/4.0</dc:rights>
</oai_dc:dc>