scholarly journals IT GOVERNANCE, IT SERVICE MANAGEMENT AND THE ORGANIZING ROLE OF THE INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL)

2008 ◽  
Keyword(s):  
Information Technology ◽  
Service Management ◽  
It Governance ◽  
It Service Management ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
Information Technology Infrastructure Library ◽  
It Service

scholarly journals Analysis of IT Service Management in the Salatigaku Application Using the Framework Information Technology Infrastructure Library (ITIL) V3

2020 ◽  
Vol 2 (1) ◽  
pp. 33-43
Author(s):  
Meylinda Ayu Pratiwi ◽  
Andeka Rocky Tanaamah
Keyword(s):  
Information Technology ◽  
Service Management ◽  
It Service Management ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
Information Technology Infrastructure Library ◽  
It Service ◽  
Service Operation

Abstrak Manajemen Layanan TI sangat diperlukan dalam meningkatkan kualitas layanan TI agar kebutuhan bisnis dapat berjalan selaras dengan tujuan organisasi. Sejauh ini aplikasi Salatigaku yang dikelola oleh DISKOMINFO sudah cukup baik, namun dalam penerapannya DISKOMINFO masih menjumpai beberapa kendala yang menghambat kinerja operasional. Kurangnya SDM yang mampu menangani setiap permasalahan khususnya di bidang TI menjadi salah satu kendala yang dihadapi oleh DISKOMINFO. Adapun masalah lain seperti belum adanya backup data secara rutin yang dilakukan untuk menjaga aset perusahaan dari kebocoran data. Penelitian ini menggunakan framework ITIL V3 domain service operation yang berfokus pada kegiatan operasional bisnis. Dari hasil penelitian ini, maka terdapat beberapa rekomendasi yang diberikan seperti penambahan SDM yang ahli di bidang TI, agar setiap permasalahan yang timbul dapat terselesaikan dengan cepat tanpa mengganggu kegiatan layanan. Adapun rekomendasi lain yaitu dengan menyediakan SOP terkait arsip data agar backup data dapat dilakukan secara terstruktur untuk menjaga aset berharga seperti data. Diharapkan dengan adanya penelitian ini, DISKOMINFO dapat mengurangi adanya insiden berulang sehingga penggunaan aplikasi Salatigaku dapat berjalan secara optimal serta dapat meningkatkan efektivitas dan efisiensi kinerja bisnis organisasi.

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

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.

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 Maturity Level of ITSM Analysis Using ITIL V 3 Framework in NLAA Purbalingga

SISFORMA ◽  
2021 ◽  
Vol 8 (1) ◽  
pp. 7
Author(s):  
Resad Setyadi ◽  
Yusmadi Kristian ◽  
Afrijal Afrijal ◽  
Farhan Deyantoro ◽  
Noto Indra Prakoso
Keyword(s):  
Information Technology ◽  
System Integration ◽  
Service Management ◽  
Descriptive Analysis ◽  
It Service Management ◽  
Maturity Level ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service ◽  
Work Effectiveness

The development of communication and information technology impacts the activities and ways of thinking carried out by organizations and governments. The Purbalingga National Land Agency (NLA) is an institution that uses information technology to issue proof of land rights in the agrarian/land and spatial planning sector. This study analyzes IT service management maturity level (ITSM) at NLA Purbalingga using the Information Technology Infrastructure Library (ITIL) V.3 in the operation of domain services. Descriptive analysis method of questionnaires distributed to the community in NLA Purbalingga. The IT maturity level determination at NLA Purbalingga can be done based on the service operation domain factor. The IT maturity level used has five levels for this study. The results of the analysis show that the ITSM maturity level is at level four. Level four means that IT service management at NLA Purbalingga is appropriately handled by paying attention to the factors that are fulfilled according to procedures and taking process actions against systems that are not running effectively. This study aims to provide NLA Purbalingga to improve website maintenance by carrying out comprehensive system integration to enhance work effectiveness and quality.

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 Integrasi SWOT dan ITIL V3 untuk Strategi Layanan Teknologi Informasi di Laboratorium Perguruan Tinggi

Respati ◽  
2018 ◽  
Vol 13 (1) ◽  
Author(s):  
Hendra Kurniawan
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Swot Analysis ◽  
Technology Infrastructure ◽  
Laboratory Service ◽  
Information Technology Infrastructure ◽  
Information Technology Infrastructure Library ◽  
Laboratory Services ◽  
Technology Service ◽  
Information Technology Service

INTISASILaboratorium merupakan fasilitas pendukung yang sifatnya wajib pada setiap perguruan tinggi di Indonesia. Secara umum laboratorium ditujukan untuk mendukung kegiatan Tri Darma Perguruan Tinggi, yang meliputi pendidikan dan pengajaran, penelitian, serta pengabdian masyarakat. Proses layanan laboratorium di perguruan tinggi perlu adanya strategi yang tepat agar dapat mencapai tujuan tersebut dengan baik. Layanan laboratorium berbasis Teknologi Informasi (TI) bagi seluruh civitas akademika pasti akan memunculkan banyak sekali masalah. Oleh sebab itu, keadaan ini membutuhkan pendekatan yang menyeluruh terhadap pengelolaan layanan laboratorium. Pendekatan ITSM (Information Technology Service Management) adalah metode menyeluruh yang dapat digunakan untuk menyajikan pengelolaan layanan TI yang baik. Pada penelitian ini pendekatan ITSM diintegrasikan dengan 2 teknik analisis, yaitu analisis SWOT dan kerangka kerja ITIL (Information Technology Infrastructure Library). Hasil dari penelitian ini berupa rancangan strategi layanan laboratorium jangka panjang untuk laboratorium di Universitas XYZ Yogyakarta. Aktifitas penelitian diawali dengan mengidentifikasi kekuatan, kelemahan, peluang, dan ancaman dengan analisis SWOT. Selanjutnya, hasil analisis SWOT tersebut akan menjadi dasar untuk perancangan strategi layanan laboratorium berdasarkan kerangka kerja ITIL.Kata kunci— ITSM, SWOT, ITIL, laboratorium, perguruan tinggi. ABSTRACTLaboratory is a support facility compulsory at every university in Indonesia. In general, the laboratory is support Tri Darma Perguruan Tinggi activities, which include education and teaching, research, and community service. The process of laboratory services in universities need a proper strategy in order to achieve goals. Information Technology (IT) based laboratory services for all academicians will surely bring a lot of problems. Therefore, this situation requires a thorough approach to the management of laboratory services. ITSM (Information Technology Service Management) approach is a method that can be used to present a good IT service management. In this research, the ITSM approach is integrated with two analytical techniques, namely SWOT analysis and ITIL framework (Information Technology Infrastructure Library). The result of this research is a long-term laboratory service strategy design for laboratory at XYZ University . Research activities begin by identifying strengths, weaknesses, opportunities, and threats with a SWOT analysis. Furthermore, the results of the SWOT analysis will be the basis for the design of laboratory service strategies based on the ITIL framework.Kata kunci—  ITSM, SWOT, ITIL, laboratory, university.

scholarly journals PENDEKATAN MODEL INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL) DALAM REKAYASA SISTEM INFORMASI UNTUK PENCAPAIAN IT-GOVERNANCE

Respati ◽  
2017 ◽  
Vol 8 (22) ◽  
Author(s):  
Herison Surbakti
Keyword(s):  
Information Technology ◽  
United Kingdom ◽  
Database Management ◽  
Best Practice ◽  
It Governance ◽  
Database Management System ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
Information Technology Infrastructure Library ◽  
Practice Framework

Suatu organisasi hendaknya menyiapkan blueprint Teknologi Informasi yang akan dipergunakan untuk mendukung proses pengolahan data  sebelum membangun dan mengimplementasikannya, yang pada akhirnya akan menghasilkan suatu informasi yang dibutuhkan sebagai bahan pertimbangan pengambilan keputusan dalam menentukan kebijakan organisasi pada masa mendatang. Hampir semua organisasi membutuhkan teknologi informasi untuk mendukung kegiatan organisasi, namun tidak semua organisasi mempunyai blueprint Teknologi Informasi yang baik, sehingga akan mengalami kesulitan untuk mengembangkan sistem/apliksi dibidang teknologi yang dimiliki. Kesulitan dalam membangun blueprint dan roadmap implementasi ditimbulkan akibat dari tidak adanya standar arsitektur sistem, tools pengembangan, database management system (DBMS) dan manajemen dokumen sistem. Desain perangkat lunak sangat bergantung pada struktur organisasi perusahaan karena berhubungan dengan pemeliharaan, perbaikan sistem pengujian, integrasi sistem dan pengembangan sistem yang akan dimulai dari awal, bukan melanjutkan sistem yang sudah ada.Hal yang tidak kalah pentingnya adalah kelancaran sistem yang sangat tergantung dari pengelolaan Teknologi Informasi, tetapi jarang sekali dilakukan dengan baik, dan oleh karena itu diperlukan suatu rekayasa sistem informasi untuk membangun infrastruktur sistem informasi dengan menggunakan sebuah framework Teknologi Informasi sebagai standar penggunaan sistem. Dengan Information Technology Infrastructure Library(ITIL) sebagai ”Best Practice” framework di bidang IT yang dicetuskan dan banyak diimplementasikan di United Kingdom (UK), diharapkan organisasi dapat memperoleh roadmap implementasi dan blueprint untuk pemanfaatan, implementasi dan penggunaan Teknologi Informasi. Kata kunci : teknologi, informasi, institusi, blueprint, perancangan, sistem, pemeliharaan,framework, best practice, infrastruktur library. 

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