ISSN (Online): 2321-3418
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Economics and Management
Open Access

Strategy to Improve IT Maturity Level Using COBIT 2019 Framework to Improve Service Quality at PT XYZ

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DOI: 10.18535/ijsrm/v13i05.em18· Pages: 9927-9140· Vol. 13, No. 05, (2025)· Published: May 29, 2025
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Abstract

In the digital era, IT governance maturity is a critical driver of service quality and business sustainability. This study investigates how the COBIT 2019 framework can be strategically applied to enhance IT maturity and service delivery in the Testing, Inspection, and Certification (TIC) sector. A case study was conducted at PT XYZ, focusing on three key COBIT domains: APO02 (Managed Strategy), DSS06 (Managed Business Process Controls), and EDM03 (Ensured Risk Optimization), chosen for their direct impact on organizational agility, risk management, and process control. 
Using a qualitative case study approach, data were gathered through triangulation combining in-depth interviews, document reviews, and onsite observations. Respondents evaluated the implementation of COBIT design factors using a five-point Likert scale and open-ended responses, capturing both quantitative patterns and qualitative insights. Findings show that the maturity level across the three domains remains at Level 2 (Managed), indicating partial implementation without standardized processes or integrated risk governance. However, strong executive support and ongoing digital transformation efforts provide a solid foundation for structured improvements. 
The study proposes tailored strategies, derived from SWOT and TOWS analyses, to guide the organization toward Level 3 (Defined). These strategies emphasize formalized processes, proactive risk management, and stronger business-IT alignment. Ultimately, this study demonstrates the relevance of COBIT 2019 in tackling digital governance challenges in evolving sectors. It offers practical insights for professionals and policymakers aiming to enhance IT maturity, digital readiness, and organizational agility. 

Keywords

IT MaturityCOBIT 2019Service QualityRisk Optimization

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Author details
Ria Megasari
Master of Management Program, Faculty of Economics and Business, Telkom University
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Ir. Rina Djunita Pasaribu Pasaribu
Master of Management Program, Faculty of Economics and Business, Telkom University
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