IT Governance Maturity Assessment Using COBIT 2019 for System Enhancement and Strategic Decision Support

The increasing dependence on Information Technology (IT) to support strategic goals and enhance organizational performance necessitates structured governance frameworks. This study evaluates the implementation and maturity of IT governance at PT. Tirta Investama Airmadidi, a subsidiary of the Danone-AQUA Group that relies heavily on information systems for its business operations. Using the COBIT 2019 framework, the research examines the alignment of IT processes with global best practices and measures their capability levels. A qualitative descriptive approach was employed through structured interviews focusing on the EDM and APO domains, complemented by capability assessments of specific processes. Results show that enterprise strategies prioritize Growth/Acquisition and Client Service/Stability (score = 5), while the most significant risk factor identified was IT infrastructure incidents (score = 15). The capability evaluation revealed that DSS03 (Manage Problems) achieved 100% compliance at Levels 2, 4, and 5, and 85.71% at Level 3, fully meeting the target maturity level (Level 5) with zero capability gap. Conversely, BAI07 (Manage Change Acceptance and Transitioning) reached only 54.55% at Level 3, indicating a two-level gap from the target maturity. These findings highlight a significant disparity between optimized problem management and underdeveloped change management processes. The study underscores the importance of targeted governance interventions, particularly in change transition practices, to enhance overall IT maturity and ensure better alignment between technology capabilities and strategic objectives in the bottled water industry.