Smart City Maturity Level Analysis Using ITIL Framework

Abstract

The smart city has become the need for more modern and advanced urban communities with technological support. The development of a smart city is related to the increase of E-Government services applied to various government institutions. The purpose of this research is to analyze maturity level and smart city readiness using ITIL framework. The research method used is maturity level measurement method using ITIL framework. This study chose the location of Manado city as one of the cities that implement smart city. The results of this study indicate that the smart city used is still a command center stationed in the city of Manado that can monitor the activity of every vehicle and various problems that cause congestion. Analysis maturity level shows that human resources, especially on the user is still low on the use of the smart city, many users who do not know and feel the impact and benefits of smart city applications. The results of this study indicate the need to increase the level of maturity both in terms of smart city applications, management, and quality of human resources. Keywords—smart city; e-governance; ITIL framework; marturity level; Manado