Evaluating Hotel Technology Service Management via ITIL Practice for Incident Response Enhancements

This study analyzed IT service incident patterns in an Indonesian hotel using ITIL frameworks.Qualitative data from stakeholder interviews and ticketing repositories revealed frequent network disruptions and vendor-dependencies, with average resolution times of 1-1.5 hours for high priority infrastructure events.Only 69% of incidents met prescribed response benchmarks.Key deficiencies around solution knowledge, communications and monitoring were identified.Tailoring ITIL service transition practices through capability building, streamlining channels, and automating tracking is projected to strengthen responsiveness.Beyond remediation, proactive alignments to preempt problems and balance stability with innovation can enhance hospitality technology governance.