Meningkatkan Kualitas Layanan Bank Jatim melalui Implementasi Aplikasi IT Service Management

Haura, Zia Haliya (2026) Meningkatkan Kualitas Layanan Bank Jatim melalui Implementasi Aplikasi IT Service Management. Project Report. [s.n.], [s.l.]. (Unpublished)

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Abstract

Perkembangan layanan perbankan digital mendorong kebutuhan akan sistem pengelolaan layanan teknologi informasi yang terstruktur, cepat, dan terintegrasi. Bank Jatim sebagai salah satu bank pembangunan daerah terus berupaya meningkatkan kualitas layanan digitalnya melalui dukungan infrastruktur teknologi informasi yang andal. Namun, proses penanganan gangguan TI sebelumnya masih belum sepenuhnya terpusat dalam satu sistem manajemen insiden yang teratur. Hal ini menyebabkan proses pencatatan gangguan, pemantauan status penyelesaian, eskalasi tiket, serta analisis pola insiden menjadi kurang efektif dan berpotensi menghambat peningkatan kualitas layanan. Untuk mengatasi permasalahan tersebut, pada kegiatan Kerja Praktik ini dikembangkan aplikasi IT Service Management (ITSM) berbasis web dalam bentuk Troubleshooting & Incident Management System. Sistem ini dirancang sebagai aplikasi e-ticketing yang dapat membantu proses pelaporan, pengelolaan, pemantauan, dan penyelesaian insiden TI secara terpusat. Aplikasi dikembangkan dengan pendekatan role-based access control yang melibatkan tiga peran utama, yaitu End User, Admin, dan Resolver. Fitur utama yang diimplementasikan meliputi autentikasi dan manajemen pengguna, manajemen tiket insiden, SLA Management, Knowledge Base, dashboard dan pelaporan, notifikasi, chat antar role, serta pengelolaan profil pengguna. Sistem dibangun menggunakan React dan TypeScript pada sisi frontend, NestJS pada sisi backend, PostgreSQL sebagai basis data, Prisma ORM, serta Docker untuk deployment. Hasil implementasi menunjukkan bahwa aplikasi ITSM yang dikembangkan mampu mendukung proses manajemen insiden secara end-to-end, mulai dari pembuatan tiket oleh End User, pengelolaan dan distribusi tiket oleh Admin, penanganan tiket oleh Resolver, hingga penutupan tiket setelah masalah diselesaikan. Sistem juga membantu pemantauan tiket melalui dashboard real-time, penerapan SLA timer otomatis, notifikasi, serta dokumentasi solusi melalui Knowledge Base. Dengan adanya sistem ini, proses penanganan insiden TI di lingkungan kerja Bank Jatim menjadi lebih terintegrasi, terstruktur, mudah dipantau, dan mendukung peningkatan kualitas layanan digital.
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The development of digital banking services has increased the need for a structured, fast, and integrated information technology service management system. Bank Jatim, as one of the regional development banks, continues to improve the quality of its digital services through reliable information technology infrastructure. However, the previous process of handling IT incidents was not yet fully centralized within an organized incident management system. This condition caused the processes of incident recording, resolution status monitoring, ticket escalation, and incident pattern analysis to be less effective, potentially hindering the improvement of service quality. To address these problems, this practical work project developed a web-based IT Service Management (ITSM) application in the form of a Troubleshooting and Incident Management System. The system was designed as an e-ticketing application to support the centralized reporting, management, monitoring, and resolution of IT incidents. The application was developed using a role-based access control approach involving three main roles: End User, Admin, and Resolver. The main features implemented in the system include authentication and user management, incident ticket management, SLA Management, Knowledge Base, dashboards and reporting, notifications, chat between roles, and user profile management. The system was built using React and TypeScript for the frontend, NestJS for the backend, PostgreSQL as the database, Prisma ORM, and Docker for deployment. The implementation results show that the developed ITSM application is able to support the end-to-end incident management process, starting from ticket creation by the End User, ticket management and distribution by the Admin, ticket handling by the Resolver, to ticket closure after the issue has been resolved. The system also supports ticket monitoring through a real-time dashboard, automatic SLA timers, notifications, and solution documentation through the Knowledge Base. With this system, the IT incident handling process in the Bank Jatim work environment becomes more integrated, structured, easier to monitor, and supportive of improving the quality of digital services.

Item Type:	Monograph (Project Report)
Uncontrolled Keywords:	IT Service Management, Troubleshooting and Incident Management System, E-Ticketing System, Role-Based Access Control, Digital Banking Services, SLA, Knowledge Base, Bank Jatim, aplikasi web.
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Faculty of Information and Communication Technology > Informatics > 55201-(S1) Undergraduate Thesis
Depositing User:	Zia Haliya Haura
Date Deposited:	25 Jun 2026 11:20
Last Modified:	25 Jun 2026 11:20
URI:	http://repository.its.ac.id/id/eprint/134089

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