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Article | Green Intelligent Systems and Applications | Volume 6 - Issue 1 - 2026 | 1-18 | https://doi.org/10.53623/gisa.v6i1.963
© 2026 by the author(s), and is licensed under the Creative Commons Attribution 4.0 International (CC BY 4.0) License Creative Commons Attribution 4.0 International (CC BY 4.0) License

Integrating TOGAF 10 and ISO 20000-1:2018 for Digital Multi-finance Service Level Agreement/Mean Time to Repair improvements

Author(s): Bagus Resa Destian , Panca Dewi Pamungkasari
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Universitas Nasional Faculty of Communication and Information Technology, Jakarta, Indonesia

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Green Intelligent Systems and Applications

Volume 6 - Issue 1 - 2026

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Digital transformation in the multi-finance sector demands service architectures that are flexible, reliable, and scalable; however, misalignment between architectural design and operational execution often leads to weak service performance. This study proposes an integrated framework that combines TOGAF 10 artifacts with ISO/IEC 20000-1:2018 processes to systematically estimate Service Level Agreement (SLA) targets and reduce Mean Time to Repair (MTTR). Using a Design Science Research approach, the framework was implemented in a 14-month case study at PT XYZ Multi-finance. The resulting artifacts include a bidirectional traceability model linking business objectives to SLA and MTTR indicators, as well as an operability pattern catalog to support “design for operability.” The implementation delivered measurable operational improvements: MTTR decreased from a peak of 775 minutes to below 60 minutes, Mean Time to Detect (MTTD) was reduced by approximately 90%, SLA compliance increased to 99.7%, and incidents caused by manual configuration errors declined. These results demonstrate that integrating enterprise architecture design with service management processes can significantly improve service reliability and overall operational performance.

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SUBMITTED: 13 December 2025
ACCEPTED: 02 February 2026
PUBLISHED: 11 February 2026
SUBMITTED to ACCEPTED: 52 days
DOI: https://doi.org/10.53623/gisa.v6i1.963

Cite this article
Destian, B. R., & Pamungkasari, P. D. . (2026). Integrating TOGAF 10 and ISO 20000-1:2018 for Digital Multi-finance Service Level Agreement/Mean Time to Repair improvements. Green Intelligent Systems and Applications, 6(1), 1–18. https://doi.org/10.53623/gisa.v6i1.963
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