Nurwahyu Alamsyah, Hanafi Sulaiman, Lukman Junaedi, Philipus Suryo Subandoro, Devi Dwi Purwanto, Peter Rhatodirdjo Angka, Agustinus Bimo Gumelar, Ageng Salmanarrizqie, Adri Gabriel Sooai
Amid the rapid digital transformation of Indonesia's banking sector, robust IT governance for critical systems like Automated Teller Machines (ATMs) is crucial for ensuring service continuity and mitigating rising cybersecurity threats. This study evaluates the maturity level of a web-based ATM monitoring system in a major Indonesian bank using the COBIT 5 framework, specifically focusing on the Deliver, Service, and Support (DSS) domain. Employing a qualitative case study at Bank Jatim, the research assessed three critical processes: DSS01 (Manage Operations), DSS03 (Manage Problems), and DSS04 (Manage Continuity). Data was gathered through semi-structured interviews with 15 IT personnel, direct observations of monitoring protocols, and analysis of 32 internal policy documents. The assessment revealed that all three processes operate at Capability Level 4 (Predictable), indicating systematic management but falling short of the target Level 5 (Optimized). Significant gaps were identified, including undocumented health and safety policies (DSS01), inconsistent root-cause analysis in 68% of incident reports (DSS03), and untested disaster recovery plans (DSS04). These findings highlight systemic challenges in achieving optimal IT governance. The study proposes actionable recommendations, such as formalizing operational policies and implementing automated monitoring tools to bridge the identified gaps. Adopting these measures can enhance operational resilience, improve compliance with OJK's cybersecurity roadmap, and support alignment with international standards like ISO 27001. © 2025 IEEE.
Universitas Muhammadiyah Yogyakarta, Department of Information Technology, Daerah Istimewa, Yogyakarta, Indonesia; Universitas Narotama, Department of Information System, Surabaya, Indonesia; Widya Mandala Surabaya Catholic University, Department of Informatics, Surabaya, Indonesia; Dr. Soetomo University, Department of Informatics, Surabaya, Indonesia; University Centre of Excellence in Artificial Intelligence for Tourism & Agriculture, Widya Mandira Catholic University, Dept. of Computer Science, Kupang, Indonesia