scholarly journals EVALUASI MANAJEMEN LAYANAN SERVICE DESK PADA CUSTOMER CARE CENTER (C3) UIN SUSKA RIAU MENGGUNAKAN FRAMEWORK COBIT 4.1 DAN ITIL V3

2019 ◽  
Vol 5 (2) ◽  
pp. 236
Author(s):  
Megawati Megawati
Keyword(s):  
Care Center ◽  
Maturity Level ◽  
Service Desk ◽  
Customer Care ◽  
Level Calculation ◽  
Level 2

Makalah ini tentang Evaluasi Kinerja Pengelolaan Customer Care Center (C3) di Pusat Teknologi Informasi Dan Pangkalan Data (PTIPD) Uin Suska Riau menggunakan Cobit 4.1 dan ITIL V3. Permasalahan di C3 tentang kinerja layanan TI antara lain pelayanan diberikan oleh yang bukan ahlinya, dalam hal ini siswa magang, ruangan yang sempit karena bergabung dengan 4 ATM, kurangnya SDM, serta kurang monitoring dari pimpinan terhadap pengendalian internalnya. Domain yang digunakan untuk mengevaluasi layanan adalah DS8 (Delivery dan Support 8 manage service desk). Teknik pengambilan sampel menggunakan diagram RACI (Responsible, Accountable, Consulted and Informed) sebanyak 9 orang. Teknik analisis yang digunakan untuk mengolah data menggunakan software Cobit Maturity Level Calculation. Pengelolaan kinerja TI C3 Uin Suska Riau pada saat ini (as is) berada pada level 2 yaitu Repeatable but intutitive dan berarti Proses pengelolaan TI sudah dikembangkan. manajemen telah memiliki pola untuk melakukan proses pengelolaan berdasarkan pengalaman berulang yang pernah dilakukan sebelumnya. Prosedur belum terstandarisasi dan tanggung jawab proses tata kelola diserahkan kepada individu masing-masing. Agar proses menjadi lebih baik maka diberikan tindakan berupa usulan perbaikan untuk setiap proses. Berdasarkan hasil evaluasi maka diberikan rekomendasi untuk perbaiki manajemen berdasarkan COBIT 4.1 dan ITIL V3.

Penerapan Capability Maturity Model Integration Untuk Mengukur Tingkat Kematangan Organisasi Dalam Proses Pengembangan Perangkat Lunak (Studi Kasus: Direktorat Innovation Center Universitas Amikom Yogyakarta)

Respati ◽  
2020 ◽  
Vol 15 (1) ◽  
pp. 43
Author(s):  
Ita Permatahati ◽  
Wing Wahyu Winarno ◽  
Mei P Kurniawan
Keyword(s):  
Software Development ◽  
Development Process ◽  
Model Integration ◽  
Maturity Model ◽  
Software Development Process ◽  
Maturity Level ◽  
Capability Maturity ◽  
Level 1 ◽  
A Company ◽  
Level 2

INTISARIMenerapkan standarisasi pada suatu perusahaan yang bergerak dibidang pengembangan perangkat lunak merupakan salah satu cara untuk meningkatkan kualitasnya. CMMI merupakan salah satu standarisasi yang penulis pilih untuk mengetahui tingkat kematangan dari divisi Innovation CenterAmikom. CMMI yang digunakan ialah CMMI for Development versi 1.3 yang fokus terhadap tingkat kematangan di level 2 dengan 6 proses area. Penelitian ini mengambil 1 sample proyek di Innovation Center(IC) yaitu apliksai presensi berbasis mobile. Berdasarkan hasil dari pengukuran yang telah dilakukan, proses pengembangan lunak di IC berada di tingkat 1 (Initial) yang diketahui bahwa belum semua praktik yang ada di masing-masing 6 proses area diterapkan. Kata kunci— proses pengembangan perangkat lunak, CMMI, CMMI-DEV, Representasi Bertingkat, Tingkat Kematangan. ABSTRACTApplying standards to a company engaged in the development of devices is one way to improve its quality. CMMI is one of the standards chosen by the author to find out the level of maturity of the Innovation Center at Amikom. CMMI is used for CMMI for Development version 1.3 which focuses on the level of maturity at level 2 with 6 process areas. This study took 1 sample project at the Innovation Center (IC), a mobile-based presence application. Based on the results of the measurements that have been made, the development process at the IC is at level 1 (Initial) related to all the practices that exist in each of the 6 process areas that are applied.Kata kunci—  software development process, CMMI, CMMI-DEV, Leveled Representation, Maturity Level.

Rancangan Tata Kelola Teknologi Informasi Menggunakan Framework COBIT 2019 (Studi Kasus: PT XYZ)

2020 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Ahmad Maulana Fikri ◽  
Hesti Shofia Priastika ◽  
Nadine Octaraisya ◽  
Sadriansyah Sadriansyah ◽  
Lovinta Happy Trinawati
Keyword(s):  
Information Technology ◽  
Model Evaluation ◽  
Service Management ◽  
Core Model ◽  
Maturity Level ◽  
Technology Governance ◽  
Information Technology Governance ◽  
Level 1 ◽  
Level 2 ◽  
Capability Level

Abstrak: Tata kelola teknologi informasi fokus pada teknologi informasi, sistem, manajemen kinerja dan resikonya.Kerangka kerja COBIT 2019 digunakan dalam melakukan penerapan tata kelola teknologi informasi. PT XYZ diambil bertujuan mengetahui kualitas layanan, kinerja manajemen, serta resiko pada perusahaan dengan melihat pada referensi dari laporan tahunan PT XYZ dan menganalisis nilai capability level serta maturity level. Setelah dilakukan analisis terhadap 11 design factor, didapatkan bahwa ada 5 proses domain yang memiliki nilai diatas 75% yaitu BAI02, BAI03, BAI06, DSS02, dan DSS04 kemudian dilanjutkan dengan core model evaluation dan diperoleh hasil nilai capability level masing- masing yaitu BAI02 memiliki nilai capability pada level 2; BAI03 memiliki nilai capability pada level 1; BAI06 memiliki nilai capability pada level 1; ). DSS02 memiliki nilai capability pada level 2; dan DSS04 memiliki nilai capability pada level 2, maka nilai maturity level keseluruhan dari PT XYZ adalah 1, capability level dapat ditingkatkan dengan melakukan aktivitas yang belum dilakukan oleh perusahaan sampai dengan mencapai nilai fully untuk tiap level.   Kata kunci: capability, COBIT, maturity, tata kelola, teknologi.   Abstract: Information technology governance focuses on information technology, systems, performance management and risk. The 2019 COBIT framework is used in implementing information technology governance. PT XYZ was taken to determine the quality of service, management performance, and risk to the company by looking at the references from the PT XYZ annual report and analyzing the capability level and maturity level. After analyzing 11 design factors, it was found that there were 5 domain processes that had values ​​above 75%, namely BAI02, BAI03, BAI06, DSS02, and DSS04 then continued with core model evaluation and the results obtained for each capability level, namely BAI02 had a value. capability at level 2; BAI03 has capability value at level 1; BAI06 has a capability value at level 1; ). DSS02 has capability value at level 2; and DSS04 has a capability value at level 2, so the overall maturity level of PT XYZ is 1, the capability level can be increased by doing activities that the company has not done until it reaches the full value for each level.   Keywords: capability, COBIT, governance, maturity, technology.

scholarly journals Evaluasi Penerimaan End-User terhadap Aplikasi University Customer Care Center (UC3) Universitas Jember dengan Menggunakan Pendekatan Unified Theory of Acceptance and Use of Technology (UTAUT)

2019 ◽  
Vol 4 (2) ◽  
pp. 68
Author(s):  
Mitha Ariska ◽  
Diah Ayu Retnani Wulandari ◽  
Qurrota A’yuni Ar Ruhimat
Keyword(s):  
Care Center ◽  
Successful Implementation ◽  
Unified Theory ◽  
End User ◽  
Use Of Technology ◽  
Customer Care ◽  
Effort Expectancy ◽  
Use Behavior ◽  
The University ◽  
The Relationship

University Customer Care Center (UC3) is a complaint service system for active academic civitas of the University of Jember. Implementation of UC3 is expected to optimize complaints complaint related to performance evaluation at the University of Jember. One of the keys to the successful implementation of information technology, The purpose of the study is to know the factors that influence the acceptance of the academic civitas in using the UC3 application. This research will use the Unified Theory of Acceptance and Use of Technology (UTAUT) method by utilizing the Performance Expectancy (PE) variable, Effort Expectancy (EE), Social Influence (SI), and Facilitating Condition (FC) to see how it affects the intensity of application usage UC3 And the influence of moderator variables (Age and Experience) to the relationships of those variables. Based on the results of data analysis PLS-SEM known that the PE, EE, and SI variables have a positive and significant effect on the Behavioral Intention (BI) variables as well as the FC and BI variables significantly positive and significant to the Use Behavior (UB) variables. Age influences inter-variable relationships for ages 26-35 years, 36-45 years, and >45 years, while Experience influences the relationship between variables for usage intensity ≥3 times. Based on the results of the five hypotheses received can be interpreted that the UC3 application was accepted by the academic and the acceptance is still not fully.

scholarly journals Analysis of the Maturity Level of Business Processes for Science and Technology Parks

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110373
Author(s):  
Ana Maria Magalhães Correia ◽  
Claudimar Pereira da Veiga ◽  
Carlos Otávio Senff ◽  
Luiz Carlos Duclós
Keyword(s):  
Business Processes ◽  
Science And Technology ◽  
Maturity Model ◽  
Maturity Level ◽  
Structured Interviews ◽  
Cross Sectional ◽  
Science And Technology Parks ◽  
Technology Parks ◽  
Level 3 ◽  
Level 2

This research analyzes the maturity level of business processes with the application of the Process and Enterprise Maturity Model (PEMM) in the light of Enterprise Architecture (EA). This is qualitative research, cross-sectional, and in the form of a multiple case study performed in science and technology parks in Brazil. A questionnaire conducted by semi-structured interviews, non-participant observations, and document analysis to gather information on the processes was applied to achieve the proposed objective. The finding revealed that 75% of the analyzed parks show signs that processes’ maturity results in optimal performance (Level 3) and can be integrated with other internal processes, maximizing the performance of these parks. Only one park was at Level 2, indicating that business processes led to better results when implemented from one organization. This study shows that even when enterprise capability is at Level 3, this does not help the process enablers rise from Level 2 to Level 3. This study’s originality lies in its showed that the maturity level of the analyzed parks and in making comparisons to identify discrepancies and future actions, considering their responsibility to transfer knowledge from science and technology institutions to the public and private sector.

scholarly journals EVALUASI TINGKAT KEMATANGAN PROSES DELIVERY AND SUPPORT PADA IMPLEMENTASI SISTEM INFORMASI AKADEMIK UNIVERSITAS NEGERI PADANG BERDASARKAN KERANGKA KERJA COBIT 4.0

2018 ◽  
Author(s):  
Syukhri ◽  
Nizwardi Jalinus ◽  
Ganefri
Keyword(s):  
Information System ◽  
Information Systems ◽  
Direct Observation ◽  
State University ◽  
Research Subjects ◽  
Maturity Level ◽  
Service Desk ◽  
Continuous Service ◽  
Level 3 ◽  
Academic Information

This study was conducted to determine maturity level of Delivery and Support process on the implementation of the Academic Information System Padang State University, according to the criteria in the Control Objectives for Information and Related Technology (COBIT). Processes evaluated were (1) Ensure Continuous Service, (2) Manage Service Desk and Incidents, and (3) Manage Data. The method used in this study is a questionnaire with the appropriate research subjects RACI diagram mapping, and direct observation of Academic Information Systems, State University of Padang. The findings showed the maturity level of the process ensure continuous service, manage service desk and incidents, and manage data in the implementation of the Academic Information System Padang State University is located on level 3 (the process is defined). Results of evaluation of the maturity level is fundamental in determining the proposed improvements to the management of the State University of Padang in order to improve the service.

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