Analisis Efektivitas Pengelolaan Operasional IT di Industri Perbankan Melalui Implementasi Integrated IT Service Management (ITSM) Practices

Adrianto, Deni Sukma (2026) Analisis Efektivitas Pengelolaan Operasional IT di Industri Perbankan Melalui Implementasi Integrated IT Service Management (ITSM) Practices. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Operasional teknologi informasi (TI) pada industri perbankan dituntut mampu menyediakan layanan yang andal, tersedia, aman, dan berkelanjutan untuk mendukung layanan digital yang beroperasi 24/7. Namun, pengelolaan operasional TI masih menghadapi tantangan berupa deteksi insiden yang lambat, tingginya mean time to resolve (MTTR), tingginya change failure rate, serta terjadinya repeated incident yang mendorong operasional TI berada dalam kondisi firefighting. Penelitian ini bertujuan untuk mengidentifikasi kesesuaian implementasi praktik-praktik IT Service Management (ITSM) terhadap four dimensions model dan service value stream ITIL 4, menilai tingkat kapabilitas praktik yang diterapkan pada operasional TI, serta merumuskan rekomendasi model integrated ITSM practices untuk meningkatkan efektivitas pengelolaan operasional TI. Penelitian menggunakan pendekatan mixed-method melalui wawancara, observasi langsung, dan review dokumentasi, serta capability assessment berdasarkan ITIL 4 Maturity Model. Hasil penelitian ini mengidentifikasi kesesuaian dan menilai kapabilitas praktik-praktik utama yang diterapkan pada operasional IT. Incident Management mencapai Level 4, Service Desk, Monitoring & Event Management, Problem Management, Service Validation & Testing, serta Deployment & Release Management berada pada Level 3, sedangkan Change Enablement, Service Continuity Management dan Knowledge Management berada pada Level 2. Temuan penelitian menunjukkan bahwa implementasi praktik-praktik ITSM secara keseluruhan telah sesuai dengan panduan resmi ITIL 4, serta gap utama yang berada pada integrasi antarpraktik, pengukuran kinerja, pengendalian perubahan, pengelolaan pengetahuan, dan pembelajaran berkelanjutan. Berdasarkan temuan tersebut, penelitian ini merekomendasikan model integrated ITSM practices yang menempatkan Service Configuration Management sebagai fondasi integrasi, serta menghubungkan praktik utama dengan praktik pendukung seperti Availability Management, Capacity & Performance Management, IT Asset Management, dan Service Request Management untuk meningkatkan stabilitas, ketahanan, dan kualitas layanan operasional TI.
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Information technology (IT) operations in the banking industry are required to provide reliable, available, secure, and sustainable services to support digital services operating 24/7. However, IT operations management still faces challenges such as slow incident detection, high mean time to resolve (MTTR), high change failure rates, and the occurrence of repeated incidents, which force IT operations into a firefighting mode. This study aims to identify the alignment of IT Service Management (ITSM) practices implementation with the four dimensions model and service value stream of ITIL 4, assess the capability level of the practices applied in IT operations, and formulate a recommended integrated ITSM practices model to improve the effectiveness of IT operations management. The study utilizes a mixed-method approach through interviews, direct observation, and documentation review, along with a capability assessment based on the ITIL 4 Maturity Model. The results of this study identify the alignment and assess the capability of the core practices applied to IT operations. Incident Management achieved Level 4, Service Desk, Monitoring & Event Management, Problem Management, Service Validation & Testing, and Deployment & Release Management are at Level 3, whereas Change Enablement, Service Continuity Management, and Knowledge Management are at Level 2. The research findings indicate that the overall implementation of ITSM practices aligns with the official ITIL 4 guidelines, with the main gaps lying in interpractice integration, performance measurement, change control, knowledge management, and continuous learning. Based on these findings, this study recommends an integrated ITSM practices model that establishes Service Configuration Management as the foundation for integration. It also connects the core practices with supporting practices such as Availability Management, Capacity & Performance Management, IT Asset Management, and Service Request Management to enhance the stability, resilience, and quality of IT operations services.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Capability assessment, four dimensions model, ITIL 4, IT Service Management, operasional TI perbankan, service value stream. Banking IT operations, capability assessment, four dimensions model, ITIL 4, IT Service Management, service value stream.
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:	Deni Sukma Adrianto
Date Deposited:	29 Jul 2026 20:16
Last Modified:	29 Jul 2026 20:16
URI:	http://repository.its.ac.id/id/eprint/139520

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