scholarly journals Service Level Management of Information Technology and System in ITB STIKOM Bali

2021 ◽  
Vol 15 (2) ◽  
pp. 57-64
Author(s):  
Nyoman Ayu Nila Dewi ◽  
A. A. Ngurah Bima Prasatria
Keyword(s):  
Information Technology ◽  
Business Processes ◽  
Service Level ◽  
Information Technology Management ◽  
It Services ◽  
Literature Study ◽  
Analysis And Design ◽  
It Service ◽  
Service Level Management ◽  
Service Information

ITB STIKOM Bali is a technology-based university so that all business processes, especially related to academics, student affairs, and finance, utilize information technology. Management of the information system and technology is carried out by the Computer and Network Center unit (Pusat Komputer dan Jaringan - PUSKOMJAR). In the management of Information Technology (IT) services, an agreement is needed in the form of Service Level Management (SLM) which contains the level of service, quality of service, and complaints handling, so users’ needs are aligned with the system developer. Meanwhile, in managing the internal system of ITB STIKOM Bali, the agreement between PUSKOMJAR and related units is only in the form of submitting a form for making or changing the system. Therefore, it raises a problem if there is a mismatch in the manufacture or development of the system because there is no contract document that regulates in detail about the system. Hence, designing an SLM of IT and system services at ITB STIKOM Bali to overcome these problems is necessary. The research presents a case study by analyzing and designing the SLM of service system and IT in ITB STIKOM Bali. The applied research method is literature study and observation, analysis of existing SLM, designing new SLM, and conclusions. The result of the research is a document of SLM for internal IT and system services at ITB STIKOM Bali. Based on the analysis and design of SLM, the SLM document can help the PUSKOMJAR in documenting IT service information and making it easier for users to get information related to the provided IT services.

scholarly journals ANALISA MATURITY LEVEL PENCAPAIAN OPTIMASI LAYANAN TI PERGURUAN TINGGI

CCIT Journal ◽  
2019 ◽  
Vol 12 (1) ◽  
pp. 53-60
Author(s):  
Friden Elefri Neno ◽  
Kusrini Kusrini ◽  
Henderi Henderi
Keyword(s):  
Information Technology ◽  
Information System ◽  
Business Performance ◽  
Business Processes ◽  
Service Level ◽  
Maturity Level ◽  
Work Process ◽  
It Service ◽  
Effectiveness And Efficiency ◽  
Academic Information

Information technology (IT) is a very important requirement for all activity activities because it is believed to increase the effectiveness and efficiency of the work process. To achieve this, it is necessary to optimize the IT servants' good and correct so that the existence of IT can support the success of work in private agencies. government and education in achieving its goals. Therefore Stella Maris SimStimikom wants to know the success of the existence of information technology that supports the process of optimization of service to all academics in a university which is an unavoidable demand, the existence of a college academic information system that serves to serve the academic process of students and lecturers is a must. Measurements of the purpose of information systems is to contribute to information technology on business performance at Stella Maris Sumba Stimicom College to measure the extent of alignment between business processes, it is necessary to need an information system audit that requires a standard, then the standard used is COBIT 4.1 with the final result obtained at the maturity level value of the IT service level is at 2.51 with the description Repeatable but intuitive

scholarly journals Strategic Management for IT Services on Outsourcing Security Company

2018 ◽  
Vol 4 (1) ◽  
pp. 46 ◽  
Author(s):  
Lydia Wijaya ◽  
Indra Kharisma Raharjana ◽  
Endah Purwanti
Keyword(s):  
Information Technology ◽  
Strategic Management ◽  
Business Processes ◽  
Strategy Management ◽  
Service Development ◽  
Strategy Execution ◽  
It Services ◽  
It Service ◽  
Strategic Assessment ◽  
Measurement And Evaluation

Information Technology (IT) is used by many organizations to enhance competitive advantage, but many outsource security firms have not used IT in their business processes. In this research, we will design Strategic Management for IT Services for outsourcing security company. We use an outsourcing security company as a case study of IT Strategy Management for IT Services development. The purpose of this study is to create an IT services strategy for security outsourcing companies. The framework used is the ITIL (Information Technology Infrastructure Library) framework service strategy in strategy management for IT services process. There are several steps taken in the making of the strategy: (a) Strategic assessment stage to analyzed internal and external factors of the company. (b) Strategy generation by creating the strategic plan. (c) Strategy execution to determine the tactical plan. And (d) strategy measurement and evaluation. This study produced the proposed IT service system that suits the needs of the company in the form of strategic, tactical plans and strategy measurement. This result can be used as the foundations of IT service development in outsourcing security company. In the process of this study, we work closely with stakeholders; every work product has been verified and validated by stakeholders.

PENILAIAN IT SERVICE MANAGEMENT PADA INFRASTRUKTUR TEKNOLOGI INFORMASI PT. TELKOM KOTA BENGKULU MENGGUNAKAN ITIL V3

2020 ◽  
Vol 21 (1) ◽  
pp. 34-41
Author(s):  
Desi Mahdalena ◽  
Widya Cholil
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Business Processes ◽  
Service Providers ◽  
It Service Management ◽  
It Services ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service ◽  
Consumer Perspective

IT Service Management (ITSM) is a management concept in providing information technology services properly and successfully to customers, it can also be a method of processing philosophical systems that are centered on the IT service consumer perspective on the company's business. The service management of an organization is basically implemented in the form of the functions of the organization's functions (functions) and the processes that are carried out (processes) in managing and changing the resources (resources) of the organization into the values expected by the customer. ITIL or the summary of the Information Technology Infrastructure Library is a general framework that describes best practices that provide guidance on how Information Technology (IT) service providers should run IT service management. One of the organizations that provide IT services is PT. Telkom, which has an IndiHome application for customers who want to use internet or cable TV services. This research evaluates maturity level the information technology infrastructure that supports IndiHome's business processes at PT. Telkom Bengkulu. So that with this assessment can see the achievement of performance at PT. Telkom Bengkulu. The focus of this research is the domain service operation on ITIL V3.

scholarly journals Improving a method for selecting information technology services

2021 ◽  
Vol 2 (2 (110)) ◽  
pp. 32-43
Author(s):  
Aleksandr Рetrychenko ◽  
Ihor Levykin ◽  
Ivan Iuriev
Keyword(s):  
Information Technology ◽  
Business Processes ◽  
Functional Limitations ◽  
Complex Problem ◽  
Original Method ◽  
It Services ◽  
Functional Requirements ◽  
Improved Method ◽  
It Service ◽  
Information Technology Services

The main purpose of modern information systems (IS) is to support the procedures of controlling many business processes (BP) of an enterprise. At the same time, due to a weak formalization of BP, processes of development, reengineering of various service-oriented IS and IT services are a complex problem. To address this problem, the task to improve the method for choosing IT services that meet an assigned set of functional and non-functional limitations was stated. The specific features of the original method for choosing IT services were analyzed, its main shortcomings were identified. The model of the BP precedent was modified to establish the relationship between descriptions of the precedent, functional requirements, and the used IT services. The method for selecting IT services for the IS was improved by adding the functions of requirements analysis and searching for descriptions of IT services that partially meet the stated functional requirements. In the method, the adaptive linear associator of the mADALIN neuron was used to quantify the degree of match of the functional requirement and the description of the function of the IT service. These proposals were the basis for the improved method for selecting the IT service that best fits the set of constraints that are formed. Based on the result of the conducted research, an experimental test of the improved method for selecting an IT service to solve the problem of automation of the activities of sale force of the electronic policy OSAGO was carried out. The information technology implementing the original method for choosing IT services was compared to the improved method. It was shown that the improved method makes it possible to identify situations of a match of functional requirements of a customer and the descriptions of IT services. This makes it possible to select those IT services that match the functional requirements to a degree above the assigned minimum limit

scholarly journals An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

Information ◽  
2021 ◽  
Vol 12 (3) ◽  
pp. 111
Author(s):  
João Serrano ◽  
João Faustino ◽  
Daniel Adriano ◽  
Rúben Pereira ◽  
Miguel Mira da Silva
Keyword(s):  
Information Technology ◽  
Life Cycle ◽  
Literature Review ◽  
Service Provider ◽  
Service Management ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Support Organizations ◽  
Management Literature

Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.

Aligning Business Processes with Enterprise Service Computing Infrastructure

2010 ◽  
pp. 2164-2187
Author(s):  
Wei Zhao ◽  
Jun-Jang Jeng ◽  
Lianjun An ◽  
Fei Cao ◽  
Barret R. Bryant ◽  
...  
Keyword(s):  
Business Processes ◽  
Service Level ◽  
It Services ◽  
End User ◽  
Business Decision ◽  
Service Computing ◽  
Business Operations ◽  
Service Oriented ◽  
Level Performance ◽  
Computing Infrastructure

Multisourced and federated business operations and IT services are the backbone of today’s enterprise. However, in most companies, there exists a natural gap and disconnection between the decision and evaluation at the business level and the execution and metrics at the IT level. This disconnection can lead to end-user dissatisfaction, diminished profit, and missed business objectives. In this chapter, we study the problem of this disconnection and provide the following frameworks and techniques toward bridging the gap: (a) We provide a model-transformation framework that effectively transforms business-level decisions documented as businessprocess models into IT-level executable representations based on service-oriented infrastructure, (b) a framework is described that is able to monitor and synthesize IT-level performance and metrics to meet service-level agreements between business management and end users, and (c) techniques and experiments are discussed that enable dynamic adaptation of IT infrastructure according to business decision changes.

Survey of senior frontline clinicians regarding the quality of information technology across the UK

2020 ◽  
Vol 26 (9) ◽  
pp. 220-226
Author(s):  
Sunny Deo
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Healthcare Delivery ◽  
It Services ◽  
Quality Of Information ◽  
It Service ◽  
Increased Risk ◽  
Questionnaire Method ◽  
The Uk

Background/Aims The quality of information technology (IT) services is key to effective healthcare delivery. However, the high aspirations of health ministers for IT services in hospitals may not be aligned with clinicians' perceptions. This study aimed to assess frontline clinicians' perceptions of the quality of IT services in their institutions. Methods The British Orthopaedics Directors Society online forum was used to invite a group of trauma and orthopaedic clinical leads from a range of hospitals to complete a short questionnaire regarding their perceptions of IT service quality in their practice. Results Negative perceptions of IT service quality were found to be common, with 45% of respondents rating their trusts' overall IT quality as poor or very poor. Of these, 13% deemed their trust's IT service quality to be so poor as to put patients at increased risk. Wide disparities were also reported between respondents' ratings of IT infrastructure quality and institutional responsiveness to concerns. Conclusions This small initial evaluation highlights concerning variations in clinicians' perceptions of IT service quality across different trusts. It also suggests the need for further, more detailed assessment and monitoring of IT quality improvement, for which the same questionnaire method may be useful.

Continual Process Improvement Based on ITIL and Process Mining

2011 ◽  
pp. 145-167
Author(s):  
Kerstin Gerke ◽  
Konstantin Petruch ◽  
Gerrit Tamm
Keyword(s):  
Process Improvement ◽  
Service Management ◽  
Business Processes ◽  
Reference Model ◽  
Process Mining ◽  
It Services ◽  
New Approach ◽  
Customer Support ◽  
It Service ◽  
Key Indicators

The inherent quality of business processes and their support through information technology (IT) increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT services. In order to provide IT services with the required quality and at minimum costs, the importance of effective and efficient IT service management (ITSM) processes is crucial. In this contribution, the authors present a new approach, which allows the continual process improvement by the interconnection of the ITIL reference model, the 7-step improvement process, and process mining. On the basis of the reference model, to-be processes are set and key indicators are determined. As-is processes and their key indicators derived by process mining are subsequently compared to the to-be processes. This new approach enables the design, control, and improvement of ITIL based customer support processes, which will be trialed in practice.

scholarly journals The Challenges of Implementing the ITIL Problem Management Process in IT Support Organisations

2021 ◽  
Author(s):  
◽  
Michael Hsu
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Management Process ◽  
It Services ◽  
Technology Infrastructure ◽  
Problem Management ◽  
Information Technology Infrastructure ◽  
It Service ◽  
It Support ◽  
Organisational Factors

<p>Information Technology Infrastructure Library (ITIL) is a framework and an integrated set of process orientated best practices for providing IT infrastructure support, managing and delivering IT services. As organisations in the digital age rely on Information Technology for their daily operations as well as future growth and success, the ITIL framework is widely adopted. The Problem Management process is one of the Service Operation processes defined by the ITIL framework. Whilst the adoption of the ITIL framework is often for the benefit of both the organisations that provide IT support and services and the organisations which consume them, the challenges of implementing this framework and its processes is often left to the IT support organisations. This paper focuses on the ITIL Problem Management process; it reviews the principles and objectives of this IT Service Management process from an IT Governance stand point, and its implementation in the context of organisational IT services and operations. This paper collects and presents the views and insights from IT professionals who routinely worked with ITIL processes. As empirical research, this paper seeks to identify and prioritize the challenges associated with implementing the ITIL Problem Management process by the IT support organisations; it also seeks to understand the ways and methods to overcome these challenges. This paper identifies 23 unique challenges in 6 categories including “the understanding”, “the buy-in”, “the investment”, “the interrelation”, the “execution” and “the organisational factors” which are associated with implementing the ITIL Problem Management process. The ranking of these challenges is also finalized. This paper further offers suggestions for IT support organisations to overcome these challenges. It suggests that IT support organisations may first address and overcome the challenges associated with the understanding and the buy-in of the ITIL Problem Management process, and use an overall top-down approach and effective organisational communication as they try to implement the ITIL Problem Management process.</p>

scholarly journals Analisis dan Perancangan Sistem Informasi Persediaan, Pembelian, dan Penjualan pada Toko Sinar Jaya

2010 ◽  
Vol 1 (2) ◽  
pp. 1073
Author(s):  
Wawan Saputra
Keyword(s):  
Information Systems ◽  
Business Processes ◽  
Main Beam ◽  
Analysis Method ◽  
Business Systems ◽  
Literature Study ◽  
Field Surveys ◽  
Analysis And Design ◽  
Object Oriented Design ◽  
Information Systems Strategy

Increased sales and business systems development is a main beam that moves Toko Sinar Jaya on sales of goods primary to secondary to achieving progress in its business. The purpose of this paper is to analyze the potential of information systems strategy implementation and also to develop information systems at Toko Sinar Jaya and to design an application system based on an analysis of existing systems. The research methodology used is the method of analysis and design methods, in which the analysis method used consisted of literature study method, field surveys, and interviews of business processes that are running, whereas in the method of design using object-oriented design and design analysis. Result to be achieved is to provide facilities such as applications that are useful for recording data inventory, purchasing, and sales for Toko Sinar Jaya. 

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