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

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%.

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.

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>

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 Peningkatan Kinerja Organisasi TI Berdasarkan Metode DMAIC Dengan Pendekatan Frame Work ITIL V.3

2021 ◽  
Vol 5 (1) ◽  
pp. 32
Author(s):  
Alvian Guntur Perdana Kusuma ◽  
Wahyudi Hidayat
Keyword(s):  
Focus Group ◽  
Focus Group Discussion ◽  
Group Discussion ◽  
Configuration Management ◽  
Management Process ◽  
Problem Management ◽  
Service Desk ◽  
Service Operation ◽  
Frame Work

Dalam upaya untuk memberikan layanan TI yang baik dan berkualitas guna mendukung jalannya bisnis proses perusahaan, kemungkinan pencapaian tujuan pemberian layanan TI yang baik dan berkualitas dapat tidak tercapai. Salah satu indikator pencapaian layanan TI tersebut maksimal adalah tercapainya indeks kepuasan pengguna internal terhadap penggunaan layanan TI tersebut. Buruknya indeks pencapaian kepuasan pengguna tersebut dapat disebabkan oleh banyak faktor, salah satunya adalah kinerja organisasi TI. Jenis Penelitan adalah kuantitatif kualitatif dengan desain penelitian adalah deskriptif. Tujuan penelitian adalah untuk mengetahui hal-hal yang mempengaruhi buruknya indeks pencapaian kepuasan pengguna layanan TI dan bagaimana mendapatkan improvement yang tepat, ditinjau dari sisi service operation di organisasi TI Supernova Group. Dilakukan dengan melaksanakan focus group discussion dengan manajemen organisasi TI Supernova Group dan hasil yang diperoleh dianalisa dengan metode DMAIC dengan menggunakan acuan baku ITSM, frame work ITIL v.3. Kesimpulan adalah buruknya indeks pencapaian kepuasan pengguna layanan TI Supernova Group adalah disebabkan tidak adanya beberapa hal berikut, tidak adanya OLA & UC untuk semua layanan, tidak adanya KEDB, tidak adanya problem management, tidak adanya configuration management, kurangnya informasi insiden yang diterima melalui telepon, kurangnya pelatihan serta tidak adanya panduan untuk menentukan prioritas insiden. Hasil improvement adalah adanya peningkatan resolusi penanganan insiden dari 7.686 jam menjadi 4.884 jam serta IT maturity dari incident & problem management process dan service desk function dari 0, 1.5, 1.5 menjadi 1.5, 1.5, 2.5.

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 EVALUASI TINGKAT KAPABILITAS TATA KELOLA TIK DENGAN COBIT 5 DI PEMERINTAH KABUPATEN KEBUMEN

Respati ◽  
2018 ◽  
Vol 13 (2) ◽  
Author(s):  
Nurcahyaningrum Oktaviyanti
Keyword(s):  
Assessment Model ◽  
Electronic Government ◽  
Incident Management ◽  
Management Service ◽  
Process Assessment ◽  
Sustainability Management ◽  
Problem Management ◽  
Service Desk ◽  
Ict Service ◽  
District Government

INTISARIPenerapan e-government dalam penyelenggaraan pemerintahan di Kabupaten Kebumen berpotensi meningkatkan kualitas layanan publik, meningkatkan transparasi dan aksesibilitas informasi. Untuk itu perlu disiapkan tatakelola TIK terhadap beberapa proses prioritas agar penerapan e-government berdayaguna sesuai harapan. Control Objectives for Information and Related Technologies 5 (COBIT 5) dapat digunakan sebagai kerangka tatakelola.Tiga tata kelola prioritas berbasis COBIT 5 yang perlu disiapkan agar e-government terterapkan adalah: 1) DSS02, pengelolaan request dan insiden layanan TIK; 2) DSS03, pengelolaan problem layanan TIK; 4) DSS04, pengelolaan keberlanjutan layanan TIK. Penelitian ini akan mendalami tingkat kapabilitas pelaksanaan ketiga proses tersebut di pemerintah Kabupaten Kebumen, dan memberikan rekomendasi inisiatif-inisiatif yang selaras dengan target. Survey berbantuan kuesioner yang dikembangkan berdasarkan standar Process Assessment Model (PAM) COBIT 5 terhadap seluruh pegawai Dinas Komunikasi dan Informasi Kabupaten Kebumen mendapatkan hasil: Kapaibilitas berada pada level 1 (Performed Process), e-government sudah dilaksanakan namun belum ada pengelolaan yang fokus terhadap proses-proses terkait penanganan insiden, permasalahan, dan tingkat keberlangsungan (High Availibility) komponen-komponen TIK.Pemerintah daerah perlu memperbaiki beberapa implementasi tata kelola TIK di tingkat internal agar kapabilitas penerapan e-government dapat ditingkatkan, antara lain: Perencanaan Strategi Teknologi Informasi,  Pengelolaan Sumber Daya Manusia TI, Pengelolaan Kualitas Layanan TI, Pengoperasian dan Penggunaan Sumber Daya TI, Mengelola Perubahan, Pengelolaan Tingkat Layanan, Pengelolaan Keberlanjutan Layanan, Pengelolaan Insiden dan Service Desk, Pengelolaan Masalah, Pengelolaan Operasi.Kata kunci: tata kelola TIK, e-government, COBIT 5 PAM, tingkat kapabilitas ABSTRACTThe development of e-government is an effort to develop the administration of electronic-based government in order to improve the quality of public services effectively and efficiently. Kebumen District Government recognizes the importance of information role by using electronic government (e-government) to provide services, data and information quickly and accurately with better quality. Prior to facilitating e-government services to the community, the district government of Kebumen wanted to first improve ICT governance of e-government on some of the processes considered to be a priority. The process in COBIT 5 enters the Customer dimension in the Balance Score Card. Three priority COBIT 5 processes include: DSS02 ICT service request and incident management, DSS03 ICT service problem management, and DSS04 ICT services sustainability management. The district government wants to know the level of capability for the implementation of the three COBIT 5-based processes, so that to achieve the ideal capability value, initiatives that are aligned with the targetBased on the results of a survey conducted on all employees in the field within the Office of Communication and Information Kebumen District, using questionnaires questionnaire made with the standard COBIT 5 Process Assessment Model (PAM) is known that the processes that want to assess the level of capability is still at the level One (1).To be able to provide optimal services to the community and businesses, local governments need to improve some of the implementation of ICT governance at the internal level such as: Information Technology Strategy Planning, IT Resource Management, IT Service Quality Management, Operation and Use of IT Resources, Managing Change, Service Level Management, Service Sustainability Management, Incident Management and Service Desk, Problem Management, Operations Management.Keyword : ICT governance, e-government, COBIT 5 PAM, level of capability

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