Evaluating the effectiveness of the electronic system based on the information technology reference framework (ITIL) in a government organization

This study evaluated the effectiveness of an ITIL-based electronic system within a government organization. A questionnaire was designed to assess stakeholders' understanding and perception of ITIL benefits, informed by a review of relevant literature and expert consultation. The questionnaire, which focused on the current understanding and assessment of ITIL benefits, was distributed to experts familiar with both ITIL and the electronic system. Upon collecting the questionnaires, the information was analyzed, and suggestions for system improvement were made. Results revealed alignment with ITIL in certain areas, but also identified areas needing improvement. Specific recommendations for enhancing the system were then proposed, contributing to the broader knowledge base of IT service management (ITSM). While not generalizable due to the system's unique characteristics within the specific government organization, the study's assessment methodology offers a valuable framework for evaluating similar systems, contributing to the broader field of IT service management. The insights gained from this research could be instrumental in guiding future implementations and optimizations of ITIL-based systems in various organizational contexts.