Abstract— Information technology services have been widely
used in various agencies. This is done because information
technology services help many business processes in an agency.
Government agencies, companies, and education are examples of
agencies that utilize information technology services to support
their business processes. One educational institution that uses IT
services to support its business processes is the UKDW library.
The UKDW Library utilizes IT services for borrowing, returning,
searching for books and journals, checking for plagiarism, and
more. To further improve the quality of IT services, evaluating
and developing them is necessary to better respond to business
needs. In this study, researchers measured the maturity level of an
IT service in the UKDW library. Researchers use the ITIL V3
framework in measuring maturity levels. This research focuses on
the service operation domain and its five sub-domains (problem
management, event management, incident management, access
management, and request fulfillment). The final results of the
study show that IT services in the UKDW library are at the
managed level, which means that information technology services
in the UKDW library have been planned and carried out routinely.
There are standards for documentation, and process performance
measurement has been implemented.