ITIL 2011: The Maturity of IT Service Operation in Universitas Multimedia Nusantara, Indonesia

2019 ◽  
Vol 5 (2) ◽  
pp. 90-94
Author(s):  
Michael Van Wis Lee ◽  
Wella Wella
Keyword(s):  
Incident Management ◽  
Management Problem ◽  
Event Management ◽  
Access Management ◽  
Maturity Level ◽  
Problem Management ◽  
It Service ◽  
Technology Governance ◽  
Service Operation ◽  
It Department

Information Technology governance (IT Governance) in the world of education is quite widely used including in Indonesia itself, for example at some educational institutes. The ITIL framework, used as a tool for evaluation, audit and also as a reference implementation. To help improve the Universitas Multimedia Nusantara (UMN) IT service in the service operation section, it is necessary to know the maturity level of the service, which is then done through the measurement of maturity level in the service operation section. In addition, the measurement results obtained can be used to produce the right recommendations with the problems found in the service. Measurements are made on the domain service operation which is the focus of UMN's IT department services. Service Operation has 5 indicators: incident management, problem management, access management, event management and request fulfillment. In this research, the framework used is ITIL Version 2011. The result of this measurement has been found: incident management, problem management, event management and request fulfillment get the result of measurement at level 1 and access management up to level 2. The result of measurement and recommendation given is expected to be input material and become development material that can be used by the IT department of Universitas Multimedia Nusantara.

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

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.

ITIL 2011: Maturity Level of Service Operation

2019 ◽  
Vol 6 (1) ◽  
pp. 50-54
Author(s):  
Rekha Bella Novia ◽  
Wella .
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Service Management ◽  
Information Services ◽  
Incident Management ◽  
Access Management ◽  
Technology Infrastructure ◽  
Problem Management ◽  
Technology Service ◽  
Service Operation

Service quality is a measurement from users’ hope to the company in fulfilling their needs and desires also service delivery accuracy. Technology and information services can help the company in supporting the company’s business operations. Therefore, the company needs to apply ITSM (Information Technology Service Management) as an operational approach of technology and information services to keep the service quality in the company. The framework that is focusing on providing technology and information services which can be used as a guide is the ITIL framework (Information Technology Infrastructure Library). This research is conducted at PT Pertamina (Persero). The research is conducted using the 2011 ITIL framework on Domain Service Operation with 5 processes in it which are Incident Management, Request Fulfillment, Event Management, Access Management, and Problem Management. The methods that are used in this research are interview and questionnaires. This research is conducted based on research steps by Gallegos 2008, which consist of 5 steps such as the planning, the field checking, the report, and the follow-up. Based on the research conducted there are three processes that are stopped at level 1 which is Incident Management with score 62.54%, Problem Management with score 79.08% and Request Fulfillment with score 81.09%. Meanwhile, on the Access Management process achieve 86.00% and Access Management is stopped at level 2 with score 77,23%.

scholarly journals ANALISIS DAN PERANCANGAN SISTEM INFORMASI LAYANAN PELANGGAN PDAM TIRTA MAYANG KOTA JAMBI BERBASIS SMS

2019 ◽  
Vol 4 (2) ◽  
pp. 92
Author(s):  
Ikhsanul Poetra ◽  
Herry Mulyono
Keyword(s):  
Initial Diagnosis ◽  
Incident Management ◽  
Access Management ◽  
Problem Management ◽  
Service Operation

Kepuasan pelanggan terhadap pelayanan PDAM Tirta Mayang Kota Jambi berkaitan dengan tingkat kualitaspelayanan yang diberikan. Penggunaan TI dapat membantu meningkatkan kualitas pelayanan di PDAM TirtaMayang Kota Jambi dan dipandang sebagai aset strategis yang turut menentukan strategi bisnis PDAM TirtaMayang Kota Jambi. Penelitian ini dilaksanakan dengan tujuan untuk merancang sistem informasi ITSMpada PDAM Tirta Mayang Kota Jambi. Metode pengumpulan data yang digunakan yaitu metode wawancara,observasi dan dokumentasi, selanjutnya data dan informasi yang diperoleh dianalisis yang menghasilkansebuah analisa kondisi sistem yang sedang berjalan. Adapun sistem yang dirancang berupa protitipe yangrancangannya mengikuti setiap tahapan proses ITIL versi 3 area service operation, yaitu: proses eventmanagement, incident management (incident identification, incident logging, incident categorization,incident prioritization, initial diagnosis, incident escalation, investigation and diagnosis, resolution andrecovery, incident closure), request fulfillment, problem management, dan access management. Hasilpenelitian ini berupa sebuah rancangan sistem informasi ITSM pada PDAM Tirta Mayang Kota Jambi yangdirancang berdasarkan framework ITIL versi 3 area service operation

scholarly journals Information Technology Services in Area Service Operations Based on ITIL V3 2011: Measurement Results

2020 ◽  
Vol 9 (5) ◽  
pp. 1776-1779
Keyword(s):  
Incident Management ◽  
Management Problem ◽  
Management Service ◽  
It Services ◽  
Event Management ◽  
Access Management ◽  
Measurement Results ◽  
Information Technology Services ◽  
Technology Services ◽  
Service Fulfillment

Evaluation of IT services at PT. Tower Bersama group includes 5 processes in the service operation that is Incident management, Problem management, event management, service fulfillment and access management. based on the evaluation that has been done management can know the process that is still not good and get proposed improvement based on evaluation results.

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 Perancangan Helpdesk Sistem Model Berbasis Itil Versi 3 Domain Problem Management Dan Incident Management

2020 ◽  
Vol 11 (1) ◽  
Author(s):  
Ali Imron ◽  
Widya Cholil ◽  
Linda Atika
Keyword(s):  
Service Management ◽  
Main Idea ◽  
Incident Management ◽  
Management Process ◽  
Management Problem ◽  
It Services ◽  
Problem Management ◽  
Strategic Objectives ◽  
Technology Service ◽  
Service Operation

<p><strong>Abstract</strong></p><p><em>The management of information technology service management at this time is very influential for the organization in achieving its strategic objectives. A large ITIL collection of best practices, tools and methods used in the management and handling of IT services. In this paper, the emphasis will be placed on the Operations Services field at ITIL on the incident management process used to manage the IT incident life cycle. The main idea is to find solutions for optimal planning of interventions that are automated in the incident management process. Indeed, despite the number of software solutions for the incident management process, intervention planning is still the user's task due to the high complexity of its automation. In this paper, we propose two solutions for optimal automated planning of interventions in incident management. The first is inspired by vehicle routing problems and the second is inspired by obstacle-based problems. Finally, we will compare the results of the two solutions. This research will analyze and design the service problems that occur in seconds by using the domain problem management and incident management contained in the service operation which is a sub domain of ITIL. ITIL in the concept of research data collection using interviews and literature studies, in which the data generated from this method there are several incidents that often occur in seconds, so that will be presented a result. System helpdesk that will provide a conclusion of several incidents that often occur and are complained of by system users. From the results of the incident that occurred, it will be carried out according to the flow of the helpdesk that has been built and if an incident occurs repeatedly, it will become a management problem.</em></p><p><strong><em>Keywords :  </em></strong><em>ITIL, IT design, problem management, incident management, and service operation</em></p><p><strong>Abstrak</strong></p><p><em>Pengendalian manajemen pelayanan teknologi informasi pada saat ini sangat berpengaruh untuk organisasi dalam mencapai tujuan strateginya. Sekumpulan ITIL besar praktik, alat, dan metode terbaik yang digunakan dalam pengelolaan dan penanganan layanan TI. Dalam tulisan ini, akan menempatkan penekanan pada field Layanan Operasi di ITIL pada proses manajemen insiden yang digunakan untuk mengelola siklus hidup insiden TI. Gagasan utamanya adalah menemukan solusi untuk perencanaan optimal intervensi yang otomatis dalam proses manajemen insiden. Memang, meskipun jumlah solusi perangkat lunak untuk proses manajemen insiden, perencanaan intervensi masih merupakan tugas pengguna karena kompleksitas tinggi otomatisasi nya. Dalam tulisan ini, kami mengusulkan dua solusi untuk perencanaan optimal otomatis intervensi dalam pengelolaan insiden. Yang pertama terinspirasi oleh masalah perutean kendaraan dan yang kedua terinspirasi oleh masalah berbasis kendala. Akhirnya, kita akan membandingkan antara hasil dua solusi tersebut.Penelitian ini akan menganalisa dan melakukan desain perancangan terhadap masalah pelayanan yang terjadi pada detik sumsel dengan menggunakan domain problem management dan incident management yang terdapat pada service operation yang merupakan sub domain dari ITIL.  ITIL  dalam konsep penelitian pengumpulan data menggunakan metode wawancara dan studi literatur, yang mana data yang dihasilkan dari metode ini terdapat beberapa insiden yang sering terjadi pada detik sumsel, sehingga akan disajikan sebuah hasil. Helpdesk sistem yang akan memberikan sebuah kesimpulan dari beberapa insiden yang sering terjadi dan dikeluhkan oleh pengguna sistem. Dari hasil insiden yang terjadi maka akan dilakukan sebuah penanganan sesuai alur dari helpdesk yang telah dibangun dan jika sebuah insiden terjadi berulang kali maka semua itu akan dijadikan sebuah problem management.</em></p><strong><em>Kata kunci :  </em></strong><em>ITIL, desain TI, problem management,  incident managemant,  dan service operation</em>

scholarly journals Implementasi Framework ITIL 3 Pada Aplikasi Pelayanan Pelanggan Terpadu PT. PLN (PERSERO) Wilayah Kotabumi

2021 ◽  
Vol 9 (1) ◽  
pp. 01-06
Author(s):  
Ferly Ardhy ◽  
Dwi Marisa Efendi ◽  
Mitha Franciska ◽  
Nur Aminudin ◽  
Rustam Rustam ◽  
...  
Keyword(s):  
Event Management ◽  
Access Management ◽  
Maturity Level

Sistem Informasi adalah Kombinasi dari Teknologi Informasi dan aktivitas orang yang menggunakan teknologi itu  untuk mendukung operasi dan management guna mempersingkat dan mempermudah  pegerjaan karyawan / pegawai. Penelitian ini dilakukan guna mengetahui apakah sistem informasi yang digunakan telah sesuai dengan visi dan misi dan tujuan perusahaan.  Dengan menggunakan metode IT-IL Version 3 yang berfokus pada domain  Service Opration  ( Event Management, Request fulfillment , dan Access Management ) menggunakan Maturity Level yang bertujuan untuk mengetahui tingkat Kematangan dari sistem Aplikasi Pelayanan Pelanggan Terpadu PT. PLN Kotabumi.  Penelitian ini menghasilkan temuan bahwa tingkat kematangan  (Maturity Level) pada proses Service Opration berada pada level 4 yaitu artinya saat ini sistem informasi ini sepenuhnya  dikelola dengan baik .

Research and Practice of Application-Level Maintenance Platform Based on ITIL

2013 ◽  
Vol 765-767 ◽  
pp. 1060-1063
Author(s):  
Can Quan Li ◽  
Gang Wu
Keyword(s):  
Service Management ◽  
Incident Management ◽  
It Service Management ◽  
Business Logic ◽  
Problem Management ◽  
Research And Practice ◽  
It Service ◽  
Maintenance System ◽  
Different Levels

There are many studies about application-level maintenance at present, with different levels and depth and business logic. However, there are some common characteristics from two respects: incident management and problem management of ITIL. This paper designs an application-level maintenance platform (AMP) on ITIL, which is a set of practices for IT service management (ITSM).AMP separates common characteristics from non-common characteristics collected, and implements functions of common characteristics. Users only develop functions of non-common characteristics to get a maintenance system for specific application quickly. AMP has been applied in practice successfully.

scholarly journals AUDIT SISTEM INFORMASI PEMBAYARAN SPP MENGGUNAKAN IT-IL Version 3

2020 ◽  
Vol 8 (2) ◽  
pp. 31-40
Author(s):  
Ferly Ardhy ◽  
Ardiana Safitri
Keyword(s):  
Event Management ◽  
Maturity Level ◽  
Service Operation

Penelitian ini dilakukan guna untuk mengetahui kinerja pada Pembayaran SPP STMIK Dian Cipta Cendikia Kotabumi serta memberikan evaluasi ataupun rekomendasi guna meningkatkan layanan yang lebih baik lagi ke depannya. Metode yang di gunakan dalam penelitian ini adalah IT-IL Version 3 Domain Service Operation pada framework Event Management dan Request Fulfillment. Untuk mengukur Tingkat Kematangan menggunakan maturity level yang bertujuan untuk mengetahui tingkat kematangan dari Sistem Pembayaran SPP pada STMIK Dian Cipta Cendikia Kotabumi. Penelitian ini menghasilakn bahwa hasil dari tingkat kematangan (Maturity Level) Berada pada level 4 (Managed and Measurable) dengan rata-rata 3.54 yaitu arti nya bahwa tingkat kematangan sistem Pembayaran SPP STMIK DCC telah diterapkan secara keseluruhan pada setiap lapisan yang terlibat (pengelola dan pemakai) dan sudah  dikelola dengan baik.

Research and Implementation of Event Handling of IT Service

2014 ◽  
Vol 513-517 ◽  
pp. 2082-2085
Author(s):  
Qiang Chen ◽  
Xin Peng Wan
Keyword(s):  
International Standards ◽  
Incident Management ◽  
Management Process ◽  
Event Management ◽  
Enterprise Information System ◽  
Enterprise Information ◽  
It Service ◽  
System A ◽  
Fault Handling ◽  
Management Processes

With the development of enterprise information system, a fast recovery from IT fault or incident has become more and more important. To ensure that users can resume their work as soon as possible, this paper designs and implements an event management process. Based on the international standards ITIL and ISO20000, this paper discusses the incident management process design and implementation. This design improved incident management processes, defined the responsibilities and implementing guidelines of roles involved, define key performance indicators extracted. This design can be widely used in IT companies fault handling and event management.

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