Paramesti, Widhi Asih (2019) Evaluasi Incident Management dan Problem Management pada Bank Mandiri Unit Electronic Channel Operations (ECO) Region IX Kalimantan Menggunakan Framework ITIL V3 Domain Service Operation. Sarjana thesis, Universitas Brawijaya.
Abstract
Perbankan mengikuti perkembangan teknologi dengan meningkatkan kualitas layanan dari transaksi konvensional menjadi layanan elektronik (e-channel). Bank Mandiri Unit Electronic Channel Operations (ECO) Region IX Kalimantan merupakan salah satu unit operasi yang menjalankan layanan e-channel khususnya ATM dan EDC untuk penggunanya di Kalimantan. Unit ECO Region IX rutin melakukan tinjauan pencapaian berdasarkan service level agreement (SLA). Berdasarkan tinjauan pencapaian periode November 2018, dalam kegiatan operasional terdapat indikator yang telah mencapai SLA dan terdapat indikator yang belum mencapai SLA. Pencapaian kinerja yang dilihat dari tersedianya layanan dan penyelesaian insiden, dapat dikatakan baik jika indikatornya memenuhi SLA. Untuk mendukung pencapaian kinerja dari penyelesaian insiden berjalan baik, maka perlu pengukuran tingkat kematangan atau pengukuran sejauh mana proses operasional pemberian layanan dilakukan khususnya dalam incident management dan problem management. Incident management akan membahas bagaimana indikator penyelesaian insiden terjadi dan problem management membahas bagaimana insiden dalam layanan e-channel dapat diminimalisir. Penelitian ini menggunakan kerangka kerja yang merupakan best practice dari manajemen layanan TI yaitu ITIL versi 3. Pada ITIL versi 3 domain Service Operation akan menjelaskan tahapan operasional layanan TI agar Unit ECO Region IX optimal menggunakan e-channel diimbangi dengan memiliki manajemen yang dapat memberikan layanan TI tersebut dengan baik. Tujuan dari penelitian ini adalah melakukan analisis nilai kematangan dan memberikan rekomendasi untuk mengurangi nilai kesenjangan. Berdasarkan hasil analisis tingkat kematangan domain Service Operation memiliki nilai rata-rata sebesar 2.42 atau mencapai level 2 (Repeatable). Kegiatan berulang ini artinya kegiatan telah berjalan dengan baik terbukti dengan banyaknya aktivitas pada domain Service Operation yang telah diterapkan pada Unit ECO Region IX. Namun, agar aktivitas pada operasional layanan dapat terdefinisi seluruhnya dalam prosedur dan dapat dikomunikasikan kepada seluruh pegawai maka perlu ditingkatkan pada level 3 atau defined level
English Abstract
The world of banking develops according recent advancements in technology which focuses on improving the quality of service by transitioning from conventional transaction to electronic-based service (e-channel). The Electronic Channel Operations (ECO) of Bank Mandiri in Region IX Kalimantan is one of the operational units that run the e-channel service, especially in ATMS and EDCs for their users in Kalimantan. The ECO unit in Region IX continuously review the achievements based service level agreement (SLA). Based on the achievement reviews in the November 2018 period, in the operational activities, there were indicators that achieved an SLA and there a few indicators that did not achieve SLA. In order to support the completion of performance achievement of an incident, l, therefore a measurement of how ready the service provider operations are needed, especially in incident management and problem management. Incident management will focus on how a completion indicator of an incident is specified and problem management will focus on how an incident in the e-channel service can be minimized. This research utilized a framework which is considered a best practice on IT management services which is ITIL version 3. In ITIL version 3 in the Service Operation domain, an explanation was given on the IT service operations to ensure the ECO Unit in Region IX uses an optimal e-channel which is guided by a competent management team to provide the best IT service. The aim of this research is to analyze the rate of readiness and provide a recommendation to minimize the gap value. Based on the analysis of the rate readiness of the Service Operation Domain which has an average score of 2.42 or equal to level 2 (Repeatable). A level 2 achievement (Repeatable) means that the services were executed well which was proved by the amount of activity in the Service Operation domain which was implemented in the ECO unit of Region IX. However, to ensure that every activity in the service operations was defined entirely in the procedure and could be communicated to every staff member, therefore it needs to be raised to level 3 or equal to the defined level.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FILKOM/2019/636/051907807 |
| Uncontrolled Keywords: | manajemen layanan teknologi informasi, ITIL, tingkat kematangan, operasional layanan, manajemen insiden, manajemen masalah, information technology service management. ITIL, maturity level, Service Operation, incident management, problem management |
| Subjects: | 000 Computer science, information and general works > 004 Computer science > 004.2 System analysis and design, computer architecture, performance evaluation |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 10 Aug 2020 07:55 |
| Last Modified: | 21 Oct 2021 01:56 |
| URI: | http://repository.ub.ac.id/id/eprint/179717 |
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