A NEW APPROACH FOR INFORMATION TECHNOLOGY SERVICE MANAGEMENT IN TIME OF CRISIS USING INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY

2021 ◽  
Author(s):  
Souad Ahriz ◽  
Nezha Benmoussa ◽  
Abir El Yamami ◽  
Khalifa Mansouri ◽  
Mohammed Qbadou
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Technology Infrastructure ◽  
New Approach ◽  
Information Technology Infrastructure ◽  
Information Technology Infrastructure Library ◽  
Technology Service ◽  
Information Technology Service

scholarly journals Integrasi SWOT dan ITIL V3 untuk Strategi Layanan Teknologi Informasi di Laboratorium Perguruan Tinggi

Respati ◽  
2018 ◽  
Vol 13 (1) ◽  
Author(s):  
Hendra Kurniawan
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Swot Analysis ◽  
Technology Infrastructure ◽  
Laboratory Service ◽  
Information Technology Infrastructure ◽  
Information Technology Infrastructure Library ◽  
Laboratory Services ◽  
Technology Service ◽  
Information Technology Service

INTISASILaboratorium merupakan fasilitas pendukung yang sifatnya wajib pada setiap perguruan tinggi di Indonesia. Secara umum laboratorium ditujukan untuk mendukung kegiatan Tri Darma Perguruan Tinggi, yang meliputi pendidikan dan pengajaran, penelitian, serta pengabdian masyarakat. Proses layanan laboratorium di perguruan tinggi perlu adanya strategi yang tepat agar dapat mencapai tujuan tersebut dengan baik. Layanan laboratorium berbasis Teknologi Informasi (TI) bagi seluruh civitas akademika pasti akan memunculkan banyak sekali masalah. Oleh sebab itu, keadaan ini membutuhkan pendekatan yang menyeluruh terhadap pengelolaan layanan laboratorium. Pendekatan ITSM (Information Technology Service Management) adalah metode menyeluruh yang dapat digunakan untuk menyajikan pengelolaan layanan TI yang baik. Pada penelitian ini pendekatan ITSM diintegrasikan dengan 2 teknik analisis, yaitu analisis SWOT dan kerangka kerja ITIL (Information Technology Infrastructure Library). Hasil dari penelitian ini berupa rancangan strategi layanan laboratorium jangka panjang untuk laboratorium di Universitas XYZ Yogyakarta. Aktifitas penelitian diawali dengan mengidentifikasi kekuatan, kelemahan, peluang, dan ancaman dengan analisis SWOT. Selanjutnya, hasil analisis SWOT tersebut akan menjadi dasar untuk perancangan strategi layanan laboratorium berdasarkan kerangka kerja ITIL.Kata kunci— ITSM, SWOT, ITIL, laboratorium, perguruan tinggi. ABSTRACTLaboratory is a support facility compulsory at every university in Indonesia. In general, the laboratory is support Tri Darma Perguruan Tinggi activities, which include education and teaching, research, and community service. The process of laboratory services in universities need a proper strategy in order to achieve goals. Information Technology (IT) based laboratory services for all academicians will surely bring a lot of problems. Therefore, this situation requires a thorough approach to the management of laboratory services. ITSM (Information Technology Service Management) approach is a method that can be used to present a good IT service management. In this research, the ITSM approach is integrated with two analytical techniques, namely SWOT analysis and ITIL framework (Information Technology Infrastructure Library). The result of this research is a long-term laboratory service strategy design for laboratory at XYZ University . Research activities begin by identifying strengths, weaknesses, opportunities, and threats with a SWOT analysis. Furthermore, the results of the SWOT analysis will be the basis for the design of laboratory service strategies based on the ITIL framework.Kata kunci—  ITSM, SWOT, ITIL, laboratory, university.

scholarly journals A Support Framework for the Migration of E-Government Services to the Cloud

2016 ◽  
pp. 124-162
Author(s):  
Abílio Cardoso ◽  
Fernando Moreira ◽  
Paulo Simões
Keyword(s):  
Information Technology ◽  
Cloud Computing ◽  
Service Management ◽  
Federal Agencies ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
Government Services ◽  
Computing Paradigm ◽  
Technology Service ◽  
Information Technology Service

Public and federal agencies from countries around the world are increasingly providing information technology based services via the Internet - known as e-government. Several of the general requirements of e-government services are satisfactorily met by the emerging Cloud Computing paradigm that promises a number of benefits such as service elasticity (the ability to handle peaks and troughs of demands); optimization of costs; capacity to handle large volumes of data; and a generalized model of Internet-based access for end-users. For this reason, it is no surprise that Cloud related technologies are gradually leveraging e-government platforms. In this chapter, a support framework is outlined that complies with and extends the well-known ITIL (Information Technology Infrastructure Library) set of best practices for IT (Information Technology) service management. It is suggested that the proposed framework can be usefully deployed to assist in the process of migrating e-government services provision to the Cloud Computing environment.

scholarly journals Impelementation of Information Technology Service Management at Data And Information System Center of XYZ University

2016 ◽  
Vol 7 (1) ◽  
pp. 41
Author(s):  
Kornelius Irfandhi ◽  
Ariani Indrawati ◽  
Dwykie Alexandra ◽  
Krisantus Wanandi ◽  
Yanuari Harisky ◽  
...  
Keyword(s):  
Information Technology ◽  
Information System ◽  
Service Management ◽  
Business Processes ◽  
It Infrastructure ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service

Information Technology (IT) is increasingly progressing. Nowadays, the success of a business of the organization/company is highly dependent on the IT infrastructure used. Therefore, organizations/companies have to manage their IT service to be optimal to their customers. Looking at this matter and the increasing dynamics of XYZ University, then Data and Information System Center (Pusdatin) - an IT provider of XYZ University began implementing IT Service Management (ITSM) from 2013 using the latest version of Information Technology Infrastructure Library (ITIL), namely ITIL v3 as a framework for implementing ITSM in its business processes. However, along the way, there are still some problems happen in Pusdatin in order that ITSM can actually support and align with the objectives of XYZ University. Through this paper, the authors want to explain how the implementation of ITSM at Pusdatin, identify the problems related to the implementation of ITSM, and provide the solutions for each problem. The methods used are direct observation to Pusdatin, conductan interview with the Head of Pusdatin and Staff of Pusdatin, and also perform a literature review of books and papers that discuss about ITIL. The result of this research is that ITSM process of Pusdatin generally works quite well but there are still some shortcomings because ITSM is not 100% implemented in all areas.

scholarly journals Analisis Information Technology Service Management (ITSM) LPSE Kota Palembang Berdasarkan Framework ITIL V3

2020 ◽  
Vol 9 (1) ◽  
pp. 1-8
Author(s):  
Dwi Mardiana ◽  
Widya Cholil
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Incident Management ◽  
Event Management ◽  
Access Management ◽  
Maturity Level ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
Technology Service ◽  
Information Technology Service

Penelitian ini bertujuan untuk mengetahui sejauh mana pengelolaan manajemen layanan telah mencapai Tingkat Kematangan (Maturity Level) dalam mendukung kualitas layanan TI terhadap kinerja dan pencapaian organisasi. Analisis dilakukan dengan menggunakan Framework Information Technology Infrastructure Library (ITIL) V3. Fokus pada penelitian Subdomain yang digunakan yaitu Event Management (EM), Incident Management (IM), Request Fullfilment (RF), Access Management (AM) dan Information Security Management (ISM). Hasil penelitian ini didapatkan tingkat kematangan manajemen layanan teknologi informasi berada pada level 4 yaitu Managed. Kemudian disusun rekomendasi perbaikan yang digunakan untuk meningkatkan tingkat kematangan yang diharapkan dalam mencapai manajemen layanan yang baik sehingga tujuan organisasi tercapai.

scholarly journals RANCANGAN PEMBELAJARAN JARINGAN KOMPUTER MODEL DICK DAN CAREY BERBASIS MANAJEMEN LAYANAN INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL)

Instruksional ◽  
2021 ◽  
Vol 2 (2) ◽  
pp. 1
Author(s):  
Sulfikar - Sallu ◽  
Qammaddin Qammaddin
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Computer Network ◽  
Learning Material ◽  
Learning Design ◽  
It Services ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
Network Learning ◽  
Information Technology Infrastructure Library

Computer Network Learning is one of the teaching and learning processes in the compulsory Computer Networking course in a study program in the computer science family. Dick and Carey designs are the general components of a learning material from the procedures that will be used in learning to produce the desired learning outcomes. Furthermore, Information Technology Infrastructure Library (ITIL) is one of the frameworks that is part of Service Management in IT governance to make it easier to evaluate IT services and to find out things that must be developed in that service. The purpose of this study was to produce a design concept in the ITIL-based dick and carey model of computer network learning design. The method used is a literature review that utilizes all available reference sources. The result achieved is the ITIL-based Dick and Carey model computer network course concept which will create a quality computer network learning design.

scholarly journals Analysis of IT Service Management in the Salatigaku Application Using the Framework Information Technology Infrastructure Library (ITIL) V3

2020 ◽  
Vol 2 (1) ◽  
pp. 33-43
Author(s):  
Meylinda Ayu Pratiwi ◽  
Andeka Rocky Tanaamah
Keyword(s):  
Information Technology ◽  
Service Management ◽  
It Service Management ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
Information Technology Infrastructure Library ◽  
It Service ◽  
Service Operation

Abstrak Manajemen Layanan TI sangat diperlukan dalam meningkatkan kualitas layanan TI agar kebutuhan bisnis dapat berjalan selaras dengan tujuan organisasi. Sejauh ini aplikasi Salatigaku yang dikelola oleh DISKOMINFO sudah cukup baik, namun dalam penerapannya DISKOMINFO masih menjumpai beberapa kendala yang menghambat kinerja operasional. Kurangnya SDM yang mampu menangani setiap permasalahan khususnya di bidang TI menjadi salah satu kendala yang dihadapi oleh DISKOMINFO. Adapun masalah lain seperti belum adanya backup data secara rutin yang dilakukan untuk menjaga aset perusahaan dari kebocoran data. Penelitian ini menggunakan framework ITIL V3 domain service operation yang berfokus pada kegiatan operasional bisnis. Dari hasil penelitian ini, maka terdapat beberapa rekomendasi yang diberikan seperti penambahan SDM yang ahli di bidang TI, agar setiap permasalahan yang timbul dapat terselesaikan dengan cepat tanpa mengganggu kegiatan layanan. Adapun rekomendasi lain yaitu dengan menyediakan SOP terkait arsip data agar backup data dapat dilakukan secara terstruktur untuk menjaga aset berharga seperti data. Diharapkan dengan adanya penelitian ini, DISKOMINFO dapat mengurangi adanya insiden berulang sehingga penggunaan aplikasi Salatigaku dapat berjalan secara optimal serta dapat meningkatkan efektivitas dan efisiensi kinerja bisnis organisasi.

An Investigation Into the Critical Success Factors of Implementing Information Technology Service Management Frameworks

2018 ◽  
pp. 200-218 ◽  
Author(s):  
Ahad Zare Ravasan ◽  
Mohammad Mehrabioun Mohammadi ◽  
Homa Hamidi
Keyword(s):  
Information Technology ◽  
Critical Success Factors ◽  
Success Factors ◽  
Service Management ◽  
Successful Implementation ◽  
Structured Interviews ◽  
Technology Infrastructure ◽  
Critical Success ◽  
Technology Service ◽  
Information Technology Service

During the last decade, many organizations have adopted information technology service management (ITSM) frameworks such as information technology infrastructure library (ITIL). However, such efforts are challenging and costly and not all have been successful. Keeping this in mind, this chapter seeks to identify critical success factors (CSFs) that impact successful implementation of ITSM frameworks with a focus on ITIL. Hence, based on a mixed method, at first, with the semi-structured interviews and literature review, 22 success factors were identified. The data of 122 valid questionnaires were analyzed using robust exploratory factor analysis (EFA) to validate and categorize identified factors. Finally, 22 CSFs are categorized under five “organizational,” “human resources,” “project management,” “managerial,” and “process” main groups. The findings of this study have provided a very useful reference for IT standardization scholars and practitioners to identify the important issues of ITSM frameworks implementation projects in research and practice.

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