EVALUASI SISTEM INFORMASI PENJUALAN DI PT. CSCM DENGAN FRAMEWORK COBIT 2019 UNTUK MENGUKUR CAPABILITY LEVEL

Abstract

The sales information system at PT. CSCM plays a vital role in supporting operational efficiency and recording motorcycle sales transactions. However, several operational constraints were identified in its implementation, such as the absence of formal documentation for daily technical incident handling, the use of shared accounts, and the lack of structured evaluations based on international IT governance standards. This study aims to measure the current capability level of the sales information system, perform a gap analysis, and provide improvement recommendations using the COBIT 2019 framework. The evaluation focuses on the Deliver, Service, and Support (DSS) and Monitor, Evaluate, and Assess (MEA) domains, specifically covering DSS01 (Manage Operations), DSS02 (Manage Service Requests and Incidents), DSS06 (Manage Business Process Controls), and MEA01 (Manage Performance and Conformance Monitoring) processes. Data were collected through observation, interviews, questionnaires based on the N-P-L-F (Not, Partially, Largely, Fully Achieved) scale, and stakeholder identification using the RACI matrix. The results indicate that the current capability level has reached Level 4 (Quantitatively Managed Process) with a 100% achievement rate across all process activities at this level. These findings show that the sales information system is managed and quantitatively measured, fully satisfying the company's target capability level (Level 4). Although the target level has been met, continuous improvement recommendations are proposed, such as implementing One-User-One-Account access policies and establishing formal incident log sheets to enhance long-term IT governance sustainability.