期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2019
卷号：97
期号：4
页码：1118-1128
出版社：Journal of Theoretical and Applied
摘要：The development of systems and information technology in the current era of globalization, so many companies take advantage of the contribution of the system and technology to make the company's business processes effective and efficient, however often the target planned by the company contained in the service level aggrement, is very difficult to be fulfilled, while the characteristics of the problem are also not easy to know. Based on the problems that often occur in companies in utilizing and implementing systems and information technology, this article tries to discuss how to evaluate the system and information technology and find out what factors are the cause, then by knowing the causal factors can be built mathematical models that can be used to build simulations so that it can be used as a solution in dealing with problems that occur in the future. The method used in this study is the method of factor analysis and regression methods. The results obtained from this study are knowledge development service factors, service development processes and service outcomes and objectives that must be considered by the company, then a simulation model can be made that can be used as an alternative in building predictions to anticipate future problem handling.
