Rekomendasi Perbaikan Layanan Facility Management Non -Jaringan (FMNJ) Menggunakan Analytical Hierarchy Process (AHP)-TOPSIS

Luthfirrohman, Muhammad (2025) Rekomendasi Perbaikan Layanan Facility Management Non -Jaringan (FMNJ) Menggunakan Analytical Hierarchy Process (AHP)-TOPSIS. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Permata Graha Nusantara (PGNMas), sebagai anak perusahaan PT Perusahaan Gas Negara (PGN), berperan dalam pengelolaan fasilitas dan pemeliharaan gedung untuk mendukung operasional PGN grup. PGNMas memiliki sistem Facility Management Non-Jaringan (FMNJ) untuk memonitor dan mencatat progres pekerjaan. Namun seiring berjalannya aplikasi, beberapa pengguna sistem mengalami kendala seperti melambannya sistem pada proses input progres pekerjaan pada saat periode upload berlangsung. Kondisi ini mendorong peneliti untuk membantu memberikan usulan perbaikan namun sesuai dengan panduan atau praktik yang relevan dengan permasalahan yang terjadi. Penelitian ini bertujuan untuk memberikan rekomendasi perbaikan layanan dengan mengacu pada daftar aktivitas pada praktik terpilih di kerangka kerja Information Technology Infrastructure Library (ITIL) V4 serta memetakan prioritas perbaikan menggunakan metode Analytical Hierarchy Process (AHP) - TOPSIS. Penelitian dimulai dengan observasi langsung terhadap kondisi sistem, diikuti dengan identifikasi masalah dan pemetaan solusi berdasarkan praktik yang relevan dari ITIL. Kuesioner digunakan untuk membandingkan usulan perbaikan dengan aspek organisasi, dan hasilnya diolah menggunakan AHP-TOPSIS untuk menentukan peringkat prioritas rekomendasi. Hasil penelitian menghasilkan daftar prioritas perbaikan layanan, dengan fokus pada pengelolaan beban sistem, penguatan infrastruktur, peningkatan kapasitas sistem, dan pencegahan anomali performa. Penelitian ini juga menekankan pentingnya penguatan Service Level Agreement (SLA) serta penerapan pemantauan sistem berkelanjutan. Implikasi manajerial dari rekomendasi ini meliputi peningkatan efisiensi operasional, optimalisasi infrastruktur, serta penguatan strategi pengelolaan risiko dan keamanan sistem. Dengan adanya rekomendasi yang telah disusun, diharapkan FMNJ dapat beroperasi dengan lebih efisien, meningkatkan pengalaman pengguna, serta mendukung kelancaran operasional perusahaan dalam pengelolaan fasilitas gedung.
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Permata Graha Nusantara (PGNMas), a subsidiary of PT Perusahaan Gas Negara (PGN), is responsible for facility management and building maintenance to support the operational activities of the PGN Group. PGNMas utilizes the Facility Management Non-Jaringan (FMNJ) system to monitor and record work progress. However, over time, some users have experienced issues such as system sluggishness during progress input, especially during data upload periods. This condition prompted the researcher to formulate improvement recommendations aligned with relevant frameworks and best practices that address the identified issues. This study aims to provide service improvement recommendations by referring to selected activities within the Information Technology Infrastructure Library (ITIL) V4 framework and to prioritize those improvements using the Analytical Hierarchy Process (AHP) and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS). The research began with direct observation of the system, followed by problem identification and solution mapping based on relevant ITIL practices. A questionnaire was then used to compare the proposed improvements against organizational aspects, and the results were processed using AHP-TOPSIS to rank the priority of each recommendation. The study produced a prioritized list of service improvements focusing on system load management, infrastructure enhancement, system capacity upgrades, and anomaly prevention. It also emphasized the importance of strengthening the Service Level Agreement (SLA) and implementing continuous system monitoring. The managerial implications of these recommendations include improved operational efficiency, infrastructure optimization, and reinforced risk and security management strategies. With the implementation of these recommendations, FMNJ is expected to operate more efficiently, enhance user experience, and better support the company’s building facility management operations.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	ITIL V4, AHP, TOPSIS
Subjects:	T Technology > T Technology (General) T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Muhammad Luthfirrohman
Date Deposited:	04 Jul 2025 08:56
Last Modified:	04 Jul 2025 08:56
URI:	http://repository.its.ac.id/id/eprint/119378

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