Resource Management Implementation Analysis Based on the ITIL v4 Framework at PT Digital Inovasi Bisnis

Abstract

This study analyzes the implementation of resource management based on the ITIL v4 framework at small and medium-scale software houses, with PT Digital Inovasi Bisnis as the case study. Small-scale software developers often face constraints in three main pillars of resource management, namely human resources, IT assets, and information and data. This study aims to analyze the condition of these three pillars and formulate strategic improvement recommendations to strengthen the company's resource management governance. The study uses a descriptive qualitative approach with a case study methodology; data were collected through a directed questionnaire administered to the company and analyzed using gap analysis. The results show that, in the human resources pillar, the company has a proportional allocation of team capacity and business-impact-based work prioritization, but does not yet have a formal SLA for incidents and has not monitored third-party vendor performance. In the IT assets pillar, some core processes are already automated, but disruption detection still relies on manual checking. In the information and data pillar, a structured checklist already guides cross-system impact analysis, but daily record-keeping still relies on an unstructured shared spreadsheet, and progress communication to stakeholders does not yet have a dedicated channel. This condition places the company at Maturity Level 2 (Explored). The study's conclusions affirm that the operational agility of a software house must be balanced with the simultaneous formalization of resource management so that service quality is maintained as project complexity increases. In practical terms, the development of SLAs and vendor KPIs, the development of automated alerting, and the migration to a digital record-keeping system are urgent steps to improve the company's resource management readiness. This study contributes to filling the literature gap regarding the integrated evaluation of the three pillars of ITIL v4 resource management in a dynamic local software house environment.