Whistleblowing System Deployment using ITIL v3 Framework
Evidence from a Public University in Indonesia
Keywords:
Whistleblowing Systems, Information Technology Service Management, Information Technology Infrastructure Library, service desk, software development
Abstract
The Indonesian government has been urged to implement Whistleblowing systems for public services in order to achieve integrity zone development. Almost all service desk software provides user convenience as well as manages the service process in an organisation using standards based on the Information Technology Infrastructure Library (ITIL) v3. The service operation of Whistleblowing systems and the service desk systems are almost the same. However, currently only a few studies have examined the implementation of Whistleblowing systems which uses such a framework in a public higher education institution. The aim of this study is to design and develop a Whistleblowing system which is expected to fulfil the IT Service Management (ITSM) standard and to perform an integration process amongst the community and students. The software was designed and tested in the Universitas Islam Negeri Syarif Hidayatullah Jakarta using the ITIL v3 standards. The result showed that the efficiency parameter value produced a page speed point of 91 % (A). The minimum score was 91 % (A) and the fully loaded time was 2.4 seconds. A portability test showed a value of 100 % for the mobile-friendly score while the reliability test with a stress test also showed at 100 %. The alpha testing result was a very good predicate while beta testing received an acceptable score, good category, and classified as grade C. In conclusion, based on the abovementioned tests, this shows that the system can be used to manage student services, lecturers and staff, as well as to integrate the current service within the community.
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References
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Budiyono, Nugroho, E., and Winarno, W. W. 2012. “Implementasi ITIL ® V3 Framework Pada Perancangan Aplikasi Service Desk Management Berorientasi User,” Jurnal Nasional Teknik Elektro Dan Teknologi Informasi (1:2), pp. 10–20.
Dasgupta, S., and Kesharwani, A. 2010. “Whistleblowing: A Survey of Literature,” The IUP Journal of Corporate Governance (IX:4), pp. 1–14. (https://d1wqtxts1xzle7.cloudfront.net/6409817/Whistle_Blowing_Ready_to_Published_Version.PDF?response-content-disposition=inline%3B+filename%3DWhistleblowing_A_Survey_of_Literature.pdf&Expires=1605447676&Signature=FNdUV5GQiIlVdOjtD0XIUKGSMFKsKFTBYm~czdb-4LcS5cyrXUyMsT1Dwv1CzPOfLYCOu1Zcj97Jnl7i2hqYbdOlGltIvknYLfOLLvi2EE8YmQZmflHumVY7CVOjwMoFriiC0yowmhOIAcz0DUdZDv06ijxWxC9YyIXnIgQ~AybFyyprKqzN-xx0cxVdDxfN34C~BEMQ0cd8~9VFifJADyBEqcjDD1z0yF3gOPEstADnXbGjrGr7XtpmtDriKY0JDWBSaeg2IgqXUjE1nHEaLmMxT96bhtrS4itHDpP5Ws0XXLFWzRwcKS9epMqqkd8P~VfJBXhJVji81pH4zkxvTA__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA).
Al Fatta, H. 2007. Analisis Dan Perancangan Sistem Informasi Untuk Keunggulan Bersaing Perusahaan & Organisasi Modern, Yogyakarta: Andi Offset.
Iden, J., and Eikebrokk, T. R. 2013. “Implementing IT Service Management: A Systematic Literature Review,” International Journal of Information Management (33:3), Elsevier Ltd, pp. 512–523. (https://doi.org/10.1016/j.ijinfomgt.2013.01.004).
ISO13407. 1999. “Human-Centered Design Processes for Interactive Systems,” Ergonomics of Human-System Interaction (1999). (https://doi.org/10.1006/ijhc.2001.0503).
Kartanti, L. L. 2016. “Developing and Analyzing the Quality of Web-Based Laboratory Administration System in Computer and Network Engineering Program of SMK Negeri 1 Klaten,” Jurnal Elektronik Pendidikan Teknik Informatika (5:2), pp. 1–14.
Kumar Jaiswal, V., Kumar Paul, R., and Kumar, G. 2019. “On Page & Off Page SEO Optimization of a Job Portal Website on Google Search Engine,” IJSRD-International Journal for Scientific Research & Development| (7:4), pp. 199–204. (www.a.com).
Lewis, J. R. 2018. “The System Usability Scale: Past, Present, and Future,” International Journal of Human-Computer Interaction (34:7), Taylor and Francis Inc., pp. 577–590. (https://doi.org/10.1080/10447318.2018.1455307).
Lucio-Nieto, T., Colomo-Palacios, R., Soto-Acosta, P., Popa, S., and Amescua-Seco, A. 2012. “Implementing an IT Service Information Management Framework: The Case of COTEMAR,” International Journal of Information Management (32:6), Elsevier Ltd, pp. 589–594. (https://doi.org/10.1016/j.ijinfomgt.2012.08.004).
Marrone, M., and Kolbe, L. M. 2011. “Impact of IT Service Management Frameworks on the IT Organization,” Business & Information Systems Engineering (3:1), pp. 5–18. (https://doi.org/10.1007/s12599-010-0141-5).
MenpanRB. 2014. Pedoman Pembangunan Zona Integritas Menuju Wilayah Bebas Dari Korupsi Dan Wilayah Birokrasi Bersih Dan Melayani Di Lingkungan Instansi Pemerintah.
Nurhidayat, I., and Kusumasari, B. 2018. “Strengthening the Effectiveness of Whistleblowing System A Study for the Implementation of Anti-Corruption Policy in Indonesia,” in Journal of Financial Crime (Vol. 25), Emerald Group Publishing Ltd., pp. 140–154. (https://doi.org/10.1108/JFC-11-2016-0069).
Nursalman, M., Anggraeni, R., and Firdaus, M. Z. 2018. “Application of Layered Architecture in Whistleblowing Information System for Supporting Good University Governance in Indonesia University of Education,” in 2018 International Conference on Information Technology Systems and Innovation, ICITSI 2018 - Proceedings, Institute of Electrical and Electronics Engineers Inc., July 2, pp. 49–54. (https://doi.org/10.1109/ICITSI.2018.8695949).
Pamungkas, I. D., Ghozali, I., and Achmad, T. 2017. “The Effects of The Whistleblowing System on Financial Statements Fraud: Ethical Behavior As The Mediators,” International Journal of Civil Engineering and Technology (8:10), pp. 1592–1598. (http://www.iaeme.com/IJCIET/index.asp1592http://http://www.iaeme.com/ijciet/issues.asp?JType=IJCIET&VType=8&IType=10http://www.iaeme.com/IJCIET/issues.asp?JType=IJCIET&VType=8&IType=10http://www.iaeme.com/IJCIET/index.asp1593).
Pressman, R., and Maxim, B. 2014. “Software Engineering: A Practitioner’s Approach,” McGraw-Hill (8th ed.), McGraw-Hill.
Punyateera, J., Leelasantitham, A., Kiattitsin, S., and Muttitanon, W. 2014. “Study of Service Desk for NEdNet Using Incident Management (Service Operation) of ITIL V.3,” in 2014 Asia-Pacific Signal and Information Processing Association Annual Summit and Conference, APSIPA 2014, Institute of Electrical and Electronics Engineers Inc., February 12. (https://doi.org/10.1109/APSIPA.2014.7041752).
Riduwan, and Akdon. 2007. Rumus Dan Data Dalam Aplikasi Statistika, Alfabeta.
Singh, K., and Verma, M. 2014. “Performance Evaluation of Websites Emulating Referenced Resources,” International Journal of Computer Applications (0975:8887), pp. 10–15.
Swathy, M. 2016. “An Empirical Performance Evaluation of NSE NIFTY (vs) BSE SENSEX ETFs,” IPE Journal of Management (6:1), pp. 53–62.
Tang, X., and Todo, Y. 2013. “A Study of Service Desk Setup in Implementing IT Service Management in Enterprises,” Technology and Investment (04:03), pp. 190–196. (https://doi.org/10.4236/ti.2013.43022).
Tawar. 2013. “Applying ITIL Based Software Inside University ’ s ICT Centre toward Continual Service Improvement,” in Information Systems International Conference (ISICO), pp. 2–4.
Tyagi, R. S. 2013. A Comparative Study of Performance Testing Tools, in (Vol. 3), pp. 1300–1307.
Waddell, T. F., Zhang, B., and Sundar, S. S. 2016. “Human – Computer Interaction,” in The International Encyclopedia Of Interpersonal Communication, John Wiley & Sons, Inc, pp. 1–9. (https://doi.org/10.1002/9781118540190.wbeic0182).
Wardani, L. A. K., Murahartawaty, M., and Ramadani, L. 2016. “Designing Information Technology Service Management Governance Using Itil V3 Service Transition and Service Operation Domain in Bandung City Government,” EProceedings of Engineering (3:2), pp. 3272–3278. (http://libraryeproceeding.telkomuniversity.ac.id/index.php/engineering/article/view/2135).
Widyaningrum, H., and Affandi, A. 2012. “Service Desk Management Network Services Administration Framework Using ITIL,” Institut Teknologi Sepuluh Nopember Surabaya.
Published
2022-04-13
How to Cite
Hakiem, N., Wardhani, L. K., Wahyu, F. N., Anggraini, N., Shofi, I. M., & Setiadi, Y. (2022). Whistleblowing System Deployment using ITIL v3 Framework: Evidence from a Public University in Indonesia. Jurnal Sistem Informasi, 18(1), 31-44. https://doi.org/10.21609/jsi.v18i1.1131
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