Rini Asmara, Delsy Arma Putri, Hermi Zaswita, Marlini, Elva Rahmah, Gustina Erlianti
The study evaluates the quality of Information Technology (IT) services at the Library of Universitas Negeri Padang using the ITIL v4 framework and further maps the findings to the IEEE 14764 - Software Maintenance Standard according to user perspective. The evaluation was conducted through a user-based questionnaire that assessed service performance across ten practices of the Service Value Chain. Results show that all sub-indicators or practices achieved Level 3 (Defined), indicating that the library has documented and consistently implemented service procedures; however, processes have not yet reached quantitative control or optimization. The mapping to IEEE 14764 reveals that activities related to Corrective, Adaptive, Perfective, and Preventive Maintenance are present but require improvement in metrics tracking, risk analysis, performance measurement, and predictive monitoring. These findings highlight that IT service management at the library has reached a stable operational phase but still lacks measurable governance for continuous enhancement. Strengthening documentation, implementing feedback mechanisms, and adopting predictive analytics are essential to progress toward Level 5 (Optimizing). The study contributes to understanding how ITIL-based evaluation and IEEE 14764 mapping can be integrated to guide sustainable IT service improvement in academic libraries. © 2025 IEEE.
Universitas Negeri Padang, Departemen Ilmu Informasi dan Perpustakaan, Padang, Indonesia; Universitas Negeri Padang, Departemen Bahasa dan Sastra Indonesia, Padang, Indonesia; Universitas Negeri Padang, Departemen Bahasa Dan Sastra Inggris, Padang, Indonesia
