Evaluation Model of Success Change Management in Banking Institution Based on ITIL V3 (Case Study)

Management of Information Technology Services (ITSM) is very important to improve good services to stakeholders, especially in the banking world. A company often has problems to achieve the standardization of Information Technology (IT) services. This study aims to find forms of improvement that can be carried out by the System Change Management division based on the Information Technology Infrastructure Library (ITIL) version 3 framework in making recommendations for improvement and increasing maturity level measurements based on the value expected by management and evaluating the Continual Service Improvement process already done this time.