Analisis Manajemen Insiden Layanan pada Pusat Teknologi Informasi di Perguruan Tinggi X Berbasis ITIL V4

Chairani, Anisa (2024) Analisis Manajemen Insiden Layanan pada Pusat Teknologi Informasi di Perguruan Tinggi X Berbasis ITIL V4. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pusat Teknologi Informasi di Perguruan Tinggi X menyediakan berbagai layanan bidang IT dalam bidang kemahasiswaan, kepegawaian, pengaduan layanan, dan layanan jaringan internet di seluruh ruangan kampus baik di dalam maupun di luar ruangan. Dalam menyediakan layanan dan performa di bidang TIK tidak luput dari permasalahan insiden dalam layanan teknologi informasi. Pengelolaan manajemen permasalahan layanan TI yang baik perlu dilakukan agar dapat mengatasi permasalahan insiden yang sering muncul. Analisis manajemen insiden layanan TI yang digunakan untuk melakukan penelitian di sebuah Perguruan Tinggi X yaitu menggunakan kerangka kerja berbasis IT Infrastructure Library (ITIL) Version 4. IT Infrastructure Library (ITIL) Version 4 dikenal sebagai kerangka kerja best practice pada penerapan Service Value Chain. Proses analisis dari penelitian ini dilakukan dengan mengolah data yang didapat dari wawancara langusung maupun kuisioner dan menghitung pengukuran nilai kematangan layanan TI sesuai dengan parameter yang ada pada domain-domain di ITIL V4. Hasil yang didapat diantaranya adalah mengidentifikasi permasalahaan TI beserta pengkategorian dan pihak-pihak yang bertanggungjawab, membuat skala prioritasi insiden berdasarkan dampak dan urgensi, proses analisis manajemen layanan TI sesuai dengan panduan kerangka kerja ITIL 4 dengan mengukur level kematangan dan hasil yang didapat yaitu level 3 (Defined). Beberapa rekomendasi yang diberikan yaitu rekomendasi berdasarkan level kematangan pada praktik General Management Practices dan Service Management Practices, rekomendasi prioritas pada Aktivitas Value Chain, dan rekomendasi alur penanganan insiden berdasarkan alur manajemen insiden pada ITIL V4.
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The Information Technology Center at University X currently provides various IT services in the fields of student affairs, staffing, service complaints, and internet network services throughout the campus both indoors and outdoors. In providing services and performance in the field of ICT, frequently there is no escape from the problem of incidents in information technology services as well. The good management of IT services problem management needs to be done in order to overcome the problem of incidents that often arise. The analysis of service incident management is carried out at a X University using a framework based on the IT Infrastructure Library (ITIL) Version 4. IT Infrastructure Library (ITIL) Version 4 is known as a best practice framework for implementing the Service Value Chain. The analysis process of this research is carried out by processing data obtained from direct interviews and questionnaires and calculating the measurement of the maturity value of IT services in accordance with the parameters in the domains in ITIL V4. The results obtained include identifying of IT problem services along with categorization and responsible stakeholders, create an incident prioritization scale based on impact and urgency, analyze the process of IT service management in accordance with the ITIL 4 framework guidelines by measuring the maturity level and the results obtained are level 3 (Defined). Some of the recommendations given are recommendations based on the maturity level of the General Management Practices and Service Management Practices, priority recommendations on Value Chain Activities, and recommendations of incident handling flow based on the incident management in ITIL V4.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Tata Kelola TI, Manajemen Layanan TI, Manajemen Insiden, ITIL Versi 4
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Anisa Chairani
Date Deposited:	08 Feb 2024 16:57
Last Modified:	08 Feb 2024 16:57
URI:	http://repository.its.ac.id/id/eprint/106714

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