Evaluasi Incident Management Dan Problem Management Sistem Informasi Manajemen Rumah Sakit (SIMRS) Pada Rumah Sakit Umum Daerah Kanjuruhan Kabupaten Malang Menggunakan Framework ITIL V3

Anandityo, Athayya Salsabila (2020) Evaluasi Incident Management Dan Problem Management Sistem Informasi Manajemen Rumah Sakit (SIMRS) Pada Rumah Sakit Umum Daerah Kanjuruhan Kabupaten Malang Menggunakan Framework ITIL V3. Sarjana thesis, Universitas Brawijaya.

Abstract

Rumah Sakit Umum Daerah Kanjuruhan Kabupaten Malang merupakan salah satu organisasi di bidang layanan kesehatan yang sudah memanfaatkan adanya teknologi informasi sebagai penunjang utama proses bisnisnya. Adapun penunjang tersebut salah satunya adalah Sistem Informasi Manajemen Rumah Sakit (SIMRS) yang mengintegrasikan modul – modul di rumah sakit seperti rawat jalan, rawat inap, farmasi, rekam medik, dan lainnya. Dalam pelaksanaannya SIMRS sedang menerapkan best practices yang ada pada Peraturan Menteri Kesehatan No. 82 Tahun 2013 namun masih belum sepenuhnya dilakukan dengan baik. Maka perlunya dilakukan evaluasi untuk meningkatkan performa manajemen layanan TI. Dalam pengoperasiannya masih seringkali terjadi gangguan baik sifatnya insiden maupun masalah yang menghambat kinerja operasionalnya, seperti data yang diinputkan tidak sesuai, server down, SIMRS lamban diakses, tower yang sempat tersambar petir sehingga menyebabkan sistem lumpuh selama 2 bulan dan kegiatan operasional dikerjakan secara manual. Belum adanya prosedur yang jelas terkait bagaimana penanganan insiden dan masalah layanan TI khususnya SIMRS menyebabkan penanganan tidak bisa dilakukan secara langsung karena harus menunggu keputusan kepala instalasi, selain itu hal tersebut juga menyebabkan seringnya terjadi gangguan sama yang berulang – ulang. Belum pernah dilakukannya audit terkait layanan TI juga mendukung perlunya evaluasi dan analisis untuk mengetahui kondisi saat ini dari pengelolaan insiden dan masalah untuk menghasilkan rekomendasi peningkatan manajemen layanan TI. Penelitian ini menggunakan framework ITIL V3 dengan fokus proses Incident Management dan Problem Management. Dari hasil nilai kematangan yang didapatkan pada proses Incident Management senilai 2.14, dan pada proses Problem Management mencapai nilai 1.9, yang dimana kedua nilai tersebut termasuk ke dalam level 2 yaitu Repeatable yang berarti beberapa aktivitas terkait manajemen insiden sudah dilakukan namun masih belum ada aturan baku sebagai landasan pelaksanaan aktivitas tersebut. Sehingga untuk mencapai nilai yang diharapkan peneliti menyusun rekomendasi – rekomendasi untuk meningkatkan manajemen layanan TI khususnya pada layanan SIMRS.

English Abstract

Kanjuruhan Regional Public Hospital in Kabupaten Malang is one of the organizations in the sector of health services that has utilized information technology as the main support for its business processes. One of the supports is the Hospital Management Information System (SIMRS) which integrates modules in hospitals such as outpatient, inpatient, pharmacy, medical records, and others. SIMRS is implementing the best practices in Minister of Health Regulation No. 82 of 2013 but still not done well. Accordingly, an evaluation is needed to improve the performance of IT service management. In operation, there are still often disruptions both incidents and problems that interrupt their operational performance, such as the data entered incorrectly, the down servers, SIMRS is slow to access, the tower was struck by lightning, which causing a system crash for 2 months and operational activities are done manually. The absence of clear procedures related to how to deal with incidents and problems with IT services, especially SIMRS, can not be handled directly because they have to wait for the decision of the head of the installation, besides that it also causes frequent and the same interruptions that occur repeatedly. Never done an audit related to IT services also supports the need for evaluation and analysis to determine the current condition of incident and problem management to produce recommendations for improving IT service management. This study uses the ITIL V3 framework with a focus on the process of Incident Management and Problem Management. From the results of the maturity value obtained in the Incident Management process valued at 2.14, and the Problem Management process reached a value of 1.9, which both values are included in level 2, namely Repeatable which means some activities related to incident management have been carried out but there are still no standard rules as foundation of the implementation of these activities. So as to achieve the expected value the researchers compiled recommendations - recommendations to improve IT service management, especially on SIMRS services.

Other obstract

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Item Type: Thesis (Sarjana)
Identification Number: SKR/FILKOM/2020/69/052003031
Uncontrolled Keywords: Manajemen Layanan Teknologi Informasi, ITIL V3, Tingkat Kematangan, Incident Management, Problem Management, Information Technology Service Management, ITIL V3, Maturity Level, Incident Management, Problem Management
Subjects: 000 Computer science, information and general works > 004 Computer science > 004.068 Information technology--Management
Divisions: Fakultas Ilmu Komputer > Sistem Informasi
Depositing User: Budi Wahyono Wahyono
Date Deposited: 05 Aug 2020 08:15
Last Modified: 09 Jan 2023 05:21
URI: http://repository.ub.ac.id/id/eprint/180604
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