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Evaluasi Penerapan Manajemen Layanan TI Menggunakan Kerangka Kerja IT Infrastructure Library (ITIL) Sub Domain Service Desk, Incident Management, dan Problem Management (Studi Kasus : PT. Telkom)
Badie Uddin NIM. (2014) | Tesis | Sistem Informasi
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Ringkasan
Adanya standar operasional berdasarkan Service Level Agreement (SLA) diharapkan dapat memberikan layanan terhadap pengguna jasa IT menjadi lebih luas. Dengan adanya incident management dan problem management serta dilakukannya implementasi Service Desk maka akan mengembalikan operasional bisnis kembali normal secepat mungkin dan keadaan tingkat normal bisa dituangkan dalam suatu batasan SLA. PT. Telkom mengembangkan ISC (Information System Centre) untuk menangani serta menunjang aktifitas IS/IT perusahaan. Salah satu unit di bawah ISC adalah IS Service Support yang bertanggung jawab terhadap kebutuhan hardware, software, data dan jaringan di seluruh unit bisnis PT. Telkom. Evaluasi penerapan Information Technology Service Management (ITSM) didasarkan kepada masalah-masalah yang terjadi pada bulan Januari, Februari dan Maret 2014, berdasarkan report yang masuk ke unit IS Service Support. Pengukuran kinerja layanan TI unit IS Service Support PT. Telkom ini dilakukan dengan menerapkan kerangka kerja yang secara internasional sudah diakui sebagai best practice, yaitu ITIL. Sedangkan hasil dari pengukuran tingkat kematangan (maturity level) dalam obyek penelitian ini dapat membantu organisasi dalam memahami hal-hal apa saja yang harus menjadi perhatian khusus guna meningkatkan layanan atau produk kerja organisasi itu sendiri.
Ringkasan Alternatif
The existence of operational standards based on Service Level Agreement (SLA) is expected to provide services to the users of IT services becomes more widespread. With the incident management and problem management as well as implementation of Service Desk does then it will return back to normal business operations as quickly as possible and state the normal level can be set forth in the SLA limits. PT. Telkom develop ISC (Information System Centre) to handle and support the activities of IS / IT companies. One of the units under the IS Service Support ISC is responsible for the needs of hardware, software, data and networks across business units of PT. Telkom. Evaluation of implementation of Information Technology Service Management (ITSM) based on the problems that occurred in January, February and March 2014, based on the report that into the IS Service Support units. Performance measurement of IT services unit IS Service Support PT. Telkom is done by implementing a framework that is internationally recognized as a best practice, ie ITIL. While the results of measurements of the level of maturity (maturity level) in the object of this research may assist organizations in understanding what are the things that should be of particular concern to improve the organization's services or work product itself.