Improving IT Service Governance in the ETLE System by Applying the Integration ITIL and COBIT

The implementation of Electronic Traffic Law Enforcement (ETLE) plays an important role in supporting smart city programs to improve road safety in the region. However, the implementation of IT-based services in the ETLE system still requires thorough evaluation and analysis, particularly due to challenges in the tools component. The analysis was conducted using a methodology developed based on the ITIL V4 and COBIT 2019 frameworks. The service capability levels for change enablement, incident management, service desk, and problem management are currently at level 1 and have not yet reached the fully achieved category. Therefore, a gap analysis was performed along with the formulation of recommendations to improve IT service management processes, aiming to optimize IT services. The proposed improvement of procedures, by implementing the principles of good governance and grounded in the ITIL V4 and COBIT 2019 frameworks, indicates that well-documented service management processes can guide the enhancement of the ETLE system while reducing dependence on vendors.