-, Anvel (2019) Evaluasi Maturitas Pada Proses Incident Management Dan Problem Management Dalam Inflite Manager System Pt. Aerofood Acs Menggunakan Framework Itil Versi 3 Service Operation. Sarjana thesis, Universitas Brawijaya.
Abstract
Perkembangan bisnis dan teknologi informasi menjadi acuan organisasi untuk meningkatkan kinerja layanan TI. Pengelolaan teknologi informasi pada Aerofood ACS sendiri dikelola dengan satu unit kerja yang dinamakan departemen IT. Sering kali pada layanan Inflite Manager System terdapat permasalahan yang dikeluhkan oleh pengguna. Permasalahan yang sering terjadi dibeberapa departemen seperti departemen Order Center yang mengalami kendala pada akses jaringan yang mengakibatkan Inflite Manager System tidak dapat mengeluarkan output yang tepat dan memerlukan perbaikan cepat agar sistem kembali normal. Perusahaan perlu berupaya menyelaraskan layanan teknologi informasi dengan kebutuhan bisnis dan pengelolaan teknologi informasi yang baik sesuai dengan standarnya. Kerangka kerja ITIL versi 3 merupakan panduan best practice untuk manajemen layanan TI perusahaan. Pada ITIL versi 3 Service Operation memberikan panduan untuk memelihara stabilitas dalam operasi layanan, agar departemen IT dapat membuat keputusan yang lebih baik pada layanan TI. Pada penelitian ini dilakukan evaluasi tingkat maturitas pada manajemen layanan TI Aerofood ACS sebagai pengukuran ideal perusahaan dalam proses kegiatan yang dilakukan. Dengan menerapkan proses incident management dan problem management diharapkan meminimalkan permasalahan yang dapat dihadapi organisasi ditengah lanskap teknologi yang berubah dengan cepat. Proses-proses yang dilakukan peneliti ini mengunakan evaluasi hasil penilaian tingkat maturitas dan tingkat kesenjangan yang didapat dari hasil kuesioner ITIL versi 3 Service Operation. Dari hasil yang didapat dibuatkan rekomendasi berdasarkan best practice ITIL versi 3 Service Operation dan proses incident management dan problem management. Berdasarkan hasil rata-rata penilaian tingkat maturitas 2,47 atau berada pada level 2 (Repeatable) yaitu prosedur yang telah ada tidak sepenuhnya didokumentasikan, tidak adanya komunikasi dari prosedur standar serta tanggung jawab belum jelas terhadap peran yang ada. Sehingga untuk mencapai yang diharapkan, peneliti merekomendasikan panduan operasi layanan sesuai best practice dan peningkatan layanan TI dengan memodelkan panduan proses incident management dan problem management untuk pencegahan dari masalah yang akan muncul.
English Abstract
Recent development in business and information technology has become a waypoint for organizations to better their IT service performance. The management of information technology in Aerofood ACS is managed by one work unit which is the IT department. Frequently, the implementation of technology by Aerofood ACS does not execute properly as to the previously established goals, there are a few challenges and obstacles that will be encountered when technology is ever increasingly required. There were also issues suffered by the Order Center department regarding network access which resulted in the Inflite Manager System not capable of resulting a proper output and requires a swift fix to get the system back into operational capabilities. Companies then need to synchronize the IT services with the business requirements and good IT maintenance practices according to existing standards. ITIL version 3 is a "best practice" guide for service management in IT companies. The guide provided by ITIL version 3 Service Operation is about how to maintain stability of a service operation, so that the IT department can make better decisions that can affect the IT service. The processes which are utilized in this research uses scoring based on level of maturity and level of inequity acquired from questionnaires regarding ITIL version3 in the service operation domain. Implementing an Incident Management and Problem Management process will minimize mix-ups which are often experienced by the organization in the midst of an ever changing technological landscape. The processes which are utilized in this research uses scoring based on level of maturity and level of inequity acquired from questionnaires regarding ITIL version3 in the service operation domain. Judging from results, it is recommended the Standard Operational Procedure based on based practice give by ITIL version 3 on the Service Operation domain for Incident Management and Problem Management. Based on the average score acquired with a maturity rate of 2,47 which is equal to level 2 (Repeatable) which means that all existing procedures are not documented well enough, no existing communication from standard procedure and no visible share of responsibilities amongst roles. Therefore to achieve expected results, the researched recommends on improving IT services with modeling the guide Incident Management and Problem Management process to monitor and provide information regarding the prevention of future problems
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIL;KOM/2019/227/051902977 |
| Uncontrolled Keywords: | Manajemen Layanan Teknologi Informasi, ITIL versi 3, Service Operation, Incident Management, Problem Management, Information Technology Service Management, ITIL version 3, Service Operation, Incident Management, Problem Management. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.4 Executive management > 658.403 Decision making and information management |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Nur Cholis |
| Date Deposited: | 28 Jul 2020 07:45 |
| Last Modified: | 24 Oct 2021 05:25 |
| URI: | http://repository.ub.ac.id/id/eprint/169510 |
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