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Good Governance Practices of COBIT 2019 and ITIL v4 for Sustainable Service Management in Museum Electronic-Based Government System

Scientific Journal of Informatics · Vol. 13 No. 3 (2026) · hlm. 607–616

DOI
10.15294/sji.v13i3.47112
ISSN
2407-7658, 2460-0040
Terbit
2026-08-07
Penerbit
Universitas Negeri Semarang
Bahasa
eng

Abstrak

Purpose: Good governance practices in transparency, accountability, responsibility, fairness, and stakeholder participation are core principles that ensure governance mechanisms are not merely procedural, but also creates a sustainable service management environment that aligns governance conditions with public interests. Methods/Study design/approach: Through the integration of COBIT 2019 and ITIL v4 frameworks, along with structured staff interviews, service performance analysis, and direct operational observations, several important domains emerged, indicating the need for management development. Result/Findings: The results show that several COBIT 2019 domains, APO07 (Managed Human Resources), DSS01 (Managed Operations), BAI03 (Managed Solutions Identification and Build), EDM02 (Ensured Benefits Delivery), and MEA01 (Managed Performance and Conformance Monitoring) and ITIL v4 domains, Information Security Management, Organizational Change Management & Workforce, Continual Improvement require immediate improvement with the Capability Index scored 46.875% classified as Partially Achieved (15–49%) and classified in Level 2 (Managed Process). COBIT 2019 Design Factors show urgent areas for improvement in DF-4 (IT Related Issues), DF-6 (Compliance Requirements), and DF-7 (Role of IT). Balanced Scorecard (BSC) was also evaluated governance performance from four perspectives, financial, customer, internal process, and learning & growth, scoring 69,4% and classified as moderate. Key Performance Indicator (KPI) recommendations were also proposed, e.g., staff training increasement, operational IT services availability, user-based IT solutions, IT process measurement, security accidents reporting, effective workforce, and user-oriented IT developments. Novelty/Originality/Value: This study proposes an integrated COBIT 2019 and ITIL v4 approach, embedding good governance principles for sustainable service management in Museum Electronic-Based Government System (SPBE) and addressing the gap between governance conditions and public interests.

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Rekan penulisOrganisasiArtikel bersama
Oky Dwi NurhayatiDiponegoro University3
Bayu SurarsoDiponegoro University2
Aris Puji WidodoDiponegoro University2
Willy Bima AlfajriDiponegoro University1
Wahyul Amien SyafeiDiponegoro University1
Panji Wisnu WirawanDiponegoro University1
Djalal Er RiyantoDiponegoro University1
Yasmin YasminDiponegoro University1
Rizki Galang RahmadaniDiponegoro University1
R. Rizal IsnantoDiponegoro University1
Ardian PamungkasDiponegoro University1
Ahmad ZainiDiponegoro University1
Teja KusumaDiponegoro University1
Beta NoranitaDiponegoro University1
Auliya Daffa IsyDiponegoro University1
Alya Aulia NurdinDiponegoro University1
Indra WaspadaDiponegoro University1
Aris Puji WidodoDiponegoro University1
Ryo PambudiDiponegoro University1
Alief Flostyo ZUlfiqor RoshifDiponegoro University1

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/sji/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Good Governance Practices of COBIT 2019 and ITIL v4 for Sustainable Service Management in Museum Electronic-Based Government System</dc:title>
	<dc:creator xml:lang="en">Farros, Fauzia Dhiyaa' </dc:creator>
	<dc:creator xml:lang="en">Dinar Mutiara Kusumo Nugraheni</dc:creator>
	<dc:subject xml:lang="en">Good governance</dc:subject>
	<dc:subject xml:lang="en">Sustainable service management</dc:subject>
	<dc:subject xml:lang="en">COBIT 2019</dc:subject>
	<dc:subject xml:lang="en">ITIL v4</dc:subject>
	<dc:subject xml:lang="en">Electronic-based government system (SPBE)</dc:subject>
	<dc:description xml:lang="en">Purpose: Good governance practices in transparency, accountability, responsibility, fairness, and stakeholder participation are core principles that ensure governance mechanisms are not merely procedural, but also creates a sustainable service management environment that aligns governance conditions with public interests.
Methods/Study design/approach: Through the integration of COBIT 2019 and ITIL v4 frameworks, along with structured staff interviews, service performance analysis, and direct operational observations, several important domains emerged, indicating the need for management development.
Result/Findings: The results show that several COBIT 2019 domains, APO07 (Managed Human Resources), DSS01 (Managed Operations), BAI03 (Managed Solutions Identification and Build), EDM02 (Ensured Benefits Delivery), and MEA01 (Managed Performance and Conformance Monitoring) and ITIL v4 domains, Information Security Management, Organizational Change Management &amp;amp; Workforce, Continual Improvement require immediate improvement with the Capability Index  scored 46.875% classified as Partially Achieved (15–49%) and classified in Level 2 (Managed Process). COBIT 2019 Design Factors show urgent areas for improvement in DF-4 (IT Related Issues), DF-6 (Compliance Requirements), and DF-7 (Role of IT). Balanced Scorecard (BSC) was also evaluated governance performance from four perspectives, financial, customer, internal process, and learning &amp;amp; growth, scoring 69,4% and classified as moderate. Key Performance Indicator (KPI) recommendations were also proposed, e.g., staff training increasement, operational IT services availability, user-based IT solutions, IT process measurement, security accidents reporting, effective workforce, and user-oriented IT developments.
Novelty/Originality/Value: This study proposes an integrated COBIT 2019 and ITIL v4 approach, embedding good governance principles for sustainable service management in Museum Electronic-Based Government System (SPBE) and addressing the gap between governance conditions and public interests.</dc:description>
	<dc:publisher xml:lang="en">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2026-08-07</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">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/journals/sji/article/view/47112</dc:identifier>
	<dc:identifier>10.15294/sji.v13i3.47112</dc:identifier>
	<dc:source xml:lang="en">Scientific Journal of Informatics; Vol. 13 No. 3: Special Issue; 607-616</dc:source>
	<dc:source>2407-7658</dc:source>
	<dc:source>2460-0040</dc:source>
	<dc:source>10.15294/sji.v13i3</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/sji/article/view/47112/11211</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Scientific Journal of Informatics</dc:rights>
</oai_dc:dc>