IT Service Management Intelligence Model to Support the Implementation of Electronic Government System (EGS) in Indonesia

Heru Nugroho, - Aradea, Kridanto Surendro


Government institutions operate in a diverse environment that includes a wide range of issues such as social, economic, political, cultural, and other related issues. This fact eventually leads to various challenges and problems related to public services. The state of the existing resources and the management mechanisms affect the quality of services. These conditions require a comprehensive approach to the government's system. Electronic Government System (EGS) architecture is developed to provide guidelines in synchronizing and integrating applications employed by central or regional government agencies. The purpose of EGS service management is to guarantee sustainability and improve the quality of EGS Services to EGS users. The development of smart and holistic service applications can be a starting point in achieving a quality service system, including the government system, a system of service management that involves various elements holistically. This research aims to propose an Information Technology Services Management Intelligence model to support the implementation of EGS. This model approach is based on a holistic view of an environment in delivering public information technology services. It is also based on ITSM and Intelligent Systems, including architecture, alignment, and adaptability. The proposed model assists developers in defining conceptual needs of information technology services based on business perspectives to create intelligent systems that can dynamically predict and meet their needs.


Electronic government system; ITSM; model; intelligent systems.

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