Evaluation of Readiness for Implementing ISO/IEC 20000-1:2018 in Information Technology Services at the Pekalongan City Communication and Informatics Office Using a Gap Analysis Approach

Harliyan Tri Mardian

doi:10.66472/ismat.v1i4.421

Authors

Harliyan Tri Mardian Universitas Diponegoro

DOI:

https://doi.org/10.66472/ismat.v1i4.421

Keywords:

ISO/IEC 20000-1, IT Service Management System, Readiness Assessment, Implementation Readiness, Performance Evaluation.

Abstract

This study aims to measure the organizational readiness level for implementing the IT service management standard ISO/IEC 20000-1 through a clause-based assessment approach covering seven main domains, namely Clause 4 through Clause 10. The method employed in this study is a descriptive qualitative approach, with data collected through a questionnaire and document review, subsequently analyzed using a readiness assessment framework aligned with the requirements of ISO/IEC 20000-1. The results indicate that the organization is broadly categorized as Partially Ready, with an overall average readiness score of 59.62%. Among the seven evaluated clauses, only Clause 8 (Operation of the Service Management System) achieved the Ready category with the highest score of 72.03%, while Clause 9 (Performance Evaluation) recorded the lowest score of 41.67%, representing the most critical area requiring immediate attention. The remaining clauses covering organizational context, leadership, planning, support, and improvement were all categorized as Partially Ready, with scores ranging from 55.56% to 66.67%, indicating uneven readiness across the various dimensions of the standard. These findings are consistent with prior studies demonstrating that weaknesses in performance evaluation and continual improvement mechanisms are recurring challenges faced by organizations in the early-to-intermediate stages of ISO/IEC 20000-1 adoption. This study recommends that the organization prioritize strengthening its performance evaluation framework, leadership commitment, and continual improvement culture as strategic steps toward achieving full readiness in the implementation of ISO/IEC 20000-1.

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