Service Level Management of Information Technology and System in ITB STIKOM Bali

ITB STIKOM Bali is a technology-based university so that all business processes, especially related to academics, student affairs, and finance, utilize information technology. Management of the information system and technology is carried out by the Computer and Network Center unit (Pusat Komputer dan Jaringan - PUSKOMJAR). In the management of Information Technology (IT) services, an agreement is needed in the form of Service Level Management (SLM) which contains the level of service, quality of service, and complaints handling, so users’ needs are aligned with the system developer. Meanwhile, in managing the internal system of ITB STIKOM Bali, the agreement between PUSKOMJAR and related units is only in the form of submitting a form for making or changing the system. Therefore, it raises a problem if there is a mismatch in the manufacture or development of the system because there is no contract document that regulates in detail about the system. Hence, designing an SLM of IT and system services at ITB STIKOM Bali to overcome these problems is necessary. The research presents a case study by analyzing and designing the SLM of service system and IT in ITB STIKOM Bali. The applied research method is literature study and observation, analysis of existing SLM, designing new SLM, and conclusions. The result of the research is a document of SLM for internal IT and system services at ITB STIKOM Bali. Based on the analysis and design of SLM, the SLM document can help the PUSKOMJAR in documenting IT service information and making it easier for users to get information related to the provided IT services.

EVALUASI SISTEM INFORMASI AKADEMIK MENGGUNAKAN FRAMEWORK COBIT 4.1 PADA STIKES AISYIYAH SURAKARTA

ABSTRACTThe title of this research report is The Evaluation of Academic Information System (SIAKAD) STIKES Aisyiyah Surakarta using Framework COBIT 4.1. The purpose of this research is to know the level of maturity of the academic Information System (SIAKAD) and formulate recommendations from these results so that it can be useful to assist in the development of academic systems according to standards set by Framework COBIT 4.1 The methods used are data collection (observation, interviews, library study, business document study and questionnaire) and data analysis (calculation of data obtained and analyzed to the final recommendation phase). The result of the evaluation is that the academic information system is well managed. The level of maturity in sub-domains DS1 (Service level management framework), DS5 (System security) and DS10 (Managing problems) is at level 4, which means (managed and measurable), meaning that the agency has been concerned and aware of the importance of Service, system security and management of problems, already has only a few procedures that are still less optimal in its application such as the service of academic information system that has not been connected to the bank payment system.Keywords: Information System, Deliver and Support, COBIT 4.1, Maturity Level

Rekayasa Informasi Untuk Mendukung Keberlangsungan Proses Service Level Management

The main component of the entire strategy in Service Level Management (SLM) as a service provider is shown by implementing the Service Level Agreement (SLA). The service provider has to always guarantee that SLA which is indeed determined for a customer is achieved and fulfilled. The thing causing a failure in fulfilment of SLA is the expectation of business that is categorized in high indication while SLA establishment is still in progress, so it is indicated that there is a difference of perception between business and IT paradigm. The aim of this study is to build a framework to facilitate the achievement of a balance between the expected quality for the customer as the receiver party and the service which is offered by a service provider. The methodology which is applied in this study is by using an approach of informationengineering that consists of planning the analysis of related vision, planning of the technology effect, analysis of critical success factor, analysis of problem and purpose, as well as the identification of business area. The research which is conducted has given an obvious perspective paradigm in general that an integrated information system is indeed needed into the implementation of SLM to complete the significance among the functional divisions in a company

Method of Real Options in Managing Investment Projects

A key factor for the success of the project management is the availability of a clear pre-defined plan, minimizing risks and deviations from the plan, efficient management of changes (as opposed to process, functional management, service level management). Using the binomial method to estimate the value of real options, they proceed from the assumption that the number of links is discrete and known in advance. The logic of this approach requires that their number corresponding to the frequency of making the most significant decisions for the project. The nodes of the lattice should be those moments in time in which strategic decisions are made on reducing, developing, switching business, etc. In general, the use of the real options method extends the tools to justify decisions in managing investment projects.