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October 27, 2025Indonesian Journal of Computer ScienceOpen Access

A Conceptual Framework for Integrating SUS into ITIL: Enhancing IT Service Management Through Usability Evaluation

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Authors

ARAris RakhmadiTRT RochmadiAAAbdul Azis

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Overview

This framework demonstrates improved user satisfaction in IT service management, highlighting usability evaluation alongside best practices.

Key Points

  • Usability evaluation enhances IT service management by bridging the gap between process efficiency and user satisfaction.
  • The System Usability Scale integrates within ITIL's structured approach to align services with business objectives.
  • DIFA systematically embeds usability assessments throughout ITIL's lifecycle—a critical focus for organizations.
  • This integration supports improved service adoption and decision-making while addressing user needs effectively.

Cite This Study

Rakhmadi et al. (2025) studied this question.

synapsesocial.com/papers/68ff87d8c8c50a61f2bdca73https://doi.org/10.33022/ijcs.v14i5.4842
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