Jurnal Publikasi STMIK Pontianak

Improving IT Service Management In Higher Education


This paper aims primarily at examining the mediating role of the information technology (IT) governance in the effect of IT adoption to IT service management. For this major purpose, both dimensions of quantitative and qualitative research were applied including an empirical survey with active participation of 99 private Colleges of Informatics and Computer Management in Indonesia. In addition to the survey, follow up interviews were conducted with the College Heads and Study Program Heads. Results of quantitative data analysis affirm that IT governance had positive and significant mediating effect on the improvement of IT service management. It was also found that the adoption of IT had high positive and significant direct effect on both IT governance and IT governance. This paper suggest the signicance of IT adoption in the efforts of improving IT service management of higher education institutions in both developing and developed countres.


Keyword:IT Innovation Adoption; IT Governance; IT Service Management; Indonesia.

Jurnal Publikasi STMIK Pontianak By Sandy Kosasi, Dyah Budiastuti, Harjanto Prabowo, Agustinus Bandur