Penyusunan SOP Incident Management pada PT. RST dan PT. XYZ Berdasarkan ITIL 3 Versi 2011

Saat ini, IT berperan sebagai enabler atau bahkan driver bagi bisnis organisasi untuk mencapai keunggulan bersaing organisasi tersebut. Hal ini menjadi tantangan bagi suatu perusahaan dalam mengelola kualitas layanannya yang berbasis IT (IT services). Bagaimanapun gangguan (incident) yang dialami oleh IT services kerap menimbulkan business impacts bagi suatu perusahaan penyedia IT services (IT services provider). Dengan demikian, incident perlu dikontrol dalam proses incident management yang mengacu pada best practices Information Technology Infrastructure Library (ITIL) untuk meminimalisir business impacts yang diakibatkan oleh incident. Beberapa perusahaan seperti PT. RST dan PT. XYZ belum sepenuhnya menerapkan incident management sehingga tidak semua incident yang terjadi pada IT services dari masing-masing perusahaan tersebut terpantau dan terkontrol dengan baik. Dengan demikian, studi ini bertujuan untuk menyusun Standard Operating Procedure (SOP) incident management pada PT. RST dan PT. XYZ berdasarkan ITIL 3 versi 2011. Data tentang kondisi eksisting perusahaan yang menjadi bahan penyusunan SOP ini, diperoleh dari wawancara secara daring dengan process owner di PT. RST dan PT. XYZ. Setelah SOP ini disusun, SOP ini diverifikasi dengan process owner masing-masing perusahaan tersebut. Dalam rangka continual improvement, SOP pada PT. RST dan PT. XYZ perlu dievaluasi kembali berdasarkan ITIL 4.

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proposal of the Information Architecture positioning in the management of the TI services

Brazilian Journal of Information Science ◽

10.36311/1981-1640.2011.v5n1.04.p50 ◽

2011 ◽

Vol 5 (1) ◽

pp. 50-55

Author(s):

Maurício Rocha Lyra ◽

Claudio Gottschalg Duque

Keyword(s):

Decision Making ◽

Information Technology ◽

Best Practices ◽

Service Management ◽

Information Architecture ◽

It Service Management ◽

It Services ◽

Technology Infrastructure ◽

Information Technology Infrastructure ◽

It Service

The Information Technology Infrastructure Library (ITIL) provides a framework of best practices for managing of the information technology (IT) services. In the framework of this study it is clear that it does not have space in your body for information architecture. One of the goals information architecture to organize information for decision making, how can this be out of context? The proposed positioning of this paper presents evidence that the perception that the concepts of information architecture are present on the needs of IT service management. This proposal will encourage the union of bodies of knowledge thereby facilitating the creation of strategy and design services.

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Information Technology Supplier Management in Hospitals

Bulletin of Electrical Engineering and Informatics ◽

10.11591/eei.v7i2.694 ◽

2018 ◽

Vol 7 (2) ◽

pp. 306-313 ◽

Cited By ~ 2

Author(s):

Indra Kharisma Raharjana ◽

Ayundha Puspadini ◽

Eva Hariyanti

Keyword(s):

Information Technology ◽

Health Sector ◽

Standard Operating Procedure ◽

Supplier Management ◽

Management Control ◽

Technology Infrastructure ◽

Government Regulations ◽

Information Technology Infrastructure ◽

Goods And Services ◽

Standard Operating

In this study, we developed a document for managing Information Technology suppliers in hospitals. This document is used to ensure the proper management of IT suppliers in the hospital. Products and services in Information Technology have characteristics and specifications that are always up to date, making it difficult for non-IT people to understand. Hospitals whose main business in the health sector is often lack of human resources who understand IT. Observations and interviews were conducted in Indonesian hospital, to identify the characteristics and problems in supplier management. Control Objectives for Information and Related Technologies (COBIT), Information Technology Infrastructure Library (ITIL) and government regulations on supplier management were reviewed and combined as a benchmark and guidance on how supplier management activities are carried out. The result of the process is a Standard Operating Procedure (SOP) document. The parties involved in the supplier management process have evaluated the SOP document. From the results of the study, it is known that currently, the hospital is still focused on procedures procurement of goods and services that are government regulated. This study proposes some new activities that are not currently done by the hospital.

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MAPPING INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY WITH OTHER INFORMATION TECHNOLOGY STANDARDS AND BEST PRACTICES

Journal of Computer Science ◽

10.3844/jcssp.2013.1190.1196 ◽

2013 ◽

Vol 9 (9) ◽

pp. 1190-1196 ◽

Cited By ~ 5

Author(s):

Ali

Keyword(s):

Information Technology ◽

Best Practices ◽

Technology Standards ◽

Technology Infrastructure ◽

Information Technology Infrastructure ◽

Information Technology Infrastructure Library ◽

Other Information ◽

Mapping Information

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A cognitive model for adopting ITIL framework to improve IT services in Indian IT industries

Journal of Intelligent & Fuzzy Systems ◽

10.3233/jifs-189131 ◽

2020 ◽

Vol 39 (6) ◽

pp. 8091-8102

Author(s):

Rasbihari Dayal ◽

V. Vijayakumar ◽

Rahul Chandra Kushwaha ◽

Abhishek Kumar ◽

V. D. Ambeth Kumar ◽

...

Keyword(s):

Information Technology ◽

Best Practice ◽

Service Management ◽

Management Practices ◽

Cognitive Model ◽

It Services ◽

Technology Infrastructure ◽

Information Technology Infrastructure ◽

Human Labor ◽

Service Life Cycle

This research paper presents a cognitive model which manages to minimize the issues of the Information Technology Infrastructure by incorporation of service management practices. The importance of this research is that this model can be replicated in other companies for the distribution of products that wish to implement improvements in their management process technological services. This work introduces the use of Information Technology Infrastructure Library or ITIL as best practice, essential methodologies for IT Management, historical evolution, methodology, service life cycle, and ITIL certifications. Service automation is widely regarded as the usefulness and improves service guarantee. One of the most useful features of automation services is that the process will run the same way every time. Such precision in the execution of repetitive executions is virtually impossible when it comes to human labor. Therefore, the automation is the best way to improve the efficiency of the service provider and the next steps of the process.

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Security Issues in Cloud Computing

International Journal of Cloud Applications and Computing ◽

10.4018/ijcac.2011070101 ◽

2011 ◽

Vol 1 (3) ◽

pp. 1-11 ◽

Cited By ~ 4

Author(s):

Kamal Dahbur ◽

Bassil Mohammad ◽

Ahmad Bisher Tarakji

Keyword(s):

Information Technology ◽

Cloud Computing ◽

It Services ◽

Technology Infrastructure ◽

Information Technology Infrastructure ◽

Capital Costs ◽

Security Issues ◽

Complex Information ◽

Security Concerns

Cloud Computing (CC) is revolutionizing the methodology by which IT services are being utilized. It is being introduced and marketed with many attractive promises that are enticing to many companies and managers, such as reduced capital costs and relief from managing complex information technology infrastructure. However, along with desirable benefits come risks and security concerns that must be considered and addressed correctly. Thus, security issues must be considered as a major issue when considering Cloud Computing. This paper discusses Cloud Computing and its related concepts; highlights and categorizes many of the security issues introduced by the “cloud”; surveys the risks, threats, and vulnerabilities; and makes the necessary recommendations that can help promote the benefits and mitigate the risks associated with Cloud Computing.

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

10.26686/wgtn.16984807.v1 ◽

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>

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ANALISIS LAYANAN TI PADA DOMAIN SERVICE OPERATION DENGAN MENGGUNAKAN FRAMEWORK ITIL V3

Jurnal Sistem Informasi Musirawas (JUSIM) ◽

10.32767/jusim.v6i2.1476 ◽

2021 ◽

Vol 6 (2) ◽

pp. 123-136

Author(s):

Winata Nugraha ◽

Edi Surya Negara

Keyword(s):

Information Technology ◽

Incident Management ◽

Event Management ◽

Technology Infrastructure ◽

Problem Management ◽

Information Technology Infrastructure ◽

Information Technology Infrastructure Library ◽

Service Operation ◽

Level 3 ◽

Level 2

Operasional bisnis PT. PLN (Persero) ULP sudah memanfaatkan TI dalam meberikan pelayanannya yang berupa sistem informasi berbasis website, layanan yang diberikannya seperti pelayanan online pemasangan listrik baru, penambahan daya listrik dan penyambungan sementara. Namun dalam penerapan operasional layanan TI yang berjalan belum sepenuhnya mengarah pada satu pengelolaan yang mengacu pada pedoman manajemen TI. Untuk memaksimalkan kinerja layanan TI, implementasi dari manajemen insiden dan masalah dengan kerangka kerja Information Technology Infrastructure Library (ITIL) merupakan salah satu solusi yang dibutuhkan untuk meningkatkan kualitas layanan TI di PT. PLN (Persero) ULP Lubuklinggau. Domian pada framerwork ITIL V3 yang digunakan dalam penelitian ini adalah domain service operation. Hasil yang didapatkan menunjukkan bahwa tingkat kematangan dari proses event management, incident management, dan problem management berada pada level 3 atau Defined serta request fulfillment berada pada level 2 atau Repeatable. Dengan nilai 3,06 untuk event management, nilai 3,12 untuk incident management, nilai 2,54 untuk request fulfillment, nilai 3,24 untuk problem management.

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Analisis Layanan Digital Kependudukan Untuk Masyarakat Miskin di Kota Palembang Menggunakan Framework Information Technology Infrastructure Library (ITIL)

JURNAL MEDIA INFORMATIKA BUDIDARMA ◽

10.30865/mib.v5i2.2825 ◽

2021 ◽

Vol 5 (2) ◽

pp. 590

Author(s):

Reni Septiyanti ◽

Darius Antoni ◽

M Izman Herdiansyah ◽

Widya Cholil

Keyword(s):

Information Technology ◽

Service Design ◽

Service Level ◽

It Services ◽

Technology Infrastructure ◽

Information Technology Infrastructure ◽

Government Services ◽

The Poor ◽

The Government ◽

The City

As it is known that the Government of Palembang has implemented e-government, but how much e-government can help the Palembang city government to interact between the government and all levels of society including the poor in the city of Palembang. In its application, the condition of e-government services is still insufficient infrastructure that supports e-government services for the poor in palembang. To design a good e-government service, it is necessary to design SI/IT services for the community in Palembang with service design stages in the Framework Information Technology Infrastructure Library (ITIL) Version 2011 in order to be accepted in all levels of society including the poor in the city of Palembang. SI/IT service design based on the results of analysis of the condition and needs of SI/IT services to the business process of community service. This research uses qualitative approach method and analysis with reference standard approach using ITIL standard version 2011 in Service Design. The result of this research is in the form of the design of information system of digital service of population such as administration and population services, Family of Hope Program (PKH) services and digital archive storage services based on the Stages of Service Design in ITIL Version 2011 that has been done, namely the Service Level Management process in the form of Service Level Requirement, Service Level Agreement and Operational Level Agreement documents.

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Audits in Cybersecurity

Cyber Security Auditing, Assurance, and Awareness Through CSAM and CATRAM - Advances in Digital Crime, Forensics, and Cyber Terrorism ◽

10.4018/978-1-7998-4162-3.ch007 ◽

2021 ◽

pp. 126-148

Keyword(s):

Information Technology ◽

Literature Review ◽

Best Practices ◽

Technology Infrastructure ◽

Information Technology Infrastructure ◽

Information Technology Infrastructure Library ◽

Pci Dss ◽

Comprehensive Literature Review ◽

Iec 27001 ◽

Iec 27002

The objective of this chapter is to provision a comprehensive literature review of the most relevant approaches for conducting cybersecurity audits. The study includes auditing perspectives for specific scopes and the best practices that many leading organizations are providing for security and auditing professionals to follow. The chapter reviews relevant features for auditing approaches in the following order: ISO/IEC 27001:2013, ISO/IEC 27002:2013, Control Objectives for Information and Related Technology (COBIT) 2019, Information Technology Infrastructure Library (ITIL) 4, AICPA, ISACA, NIST SP 800-53, NIST CSF v1.1, IIA, PCI DSS, ITAF, COSO, ENISA, NERC CIP, and CSAM.

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