Udi, Subkhan Mas (2026) Evaluasi Kinerja Layanan Hosting Aplikasi Web Jurnal Berbasis ITIL 4 Service Level Management dengan Prioritisasi Perbaikan Menggunakan Failure Mode and Effects Analysis (FMEA) (Studi Kasus: UPA TIK Institut Teknologi Kalimantan). Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Transformasi digital di perguruan tinggi meningkatkan ketergantungan terhadap layanan hosting aplikasi web jurnal ilmiah. Namun, layanan journal.itk.ac.id yang dikelola UPA TIK Institut Teknologi Kalimantan belum memiliki Service Level Agreement (SLA) dan Operational Level Agreement (OLA) formal, monitoring eksternal secara real-time, serta pencatatan insiden yang terstandar. Penelitian ini bertujuan mengevaluasi kinerja layanan, membentuk baseline, menyusun usulan tingkat layanan berdasarkan ITIL 4 Service Level Management (SLM), dan memprioritaskan perbaikan menggunakan Failure Mode and Effects Analysis (FMEA). Metode penelitian menggunakan pendekatan kuantitatif deskriptif melalui analisis access log dan error log Apache pada tiga periode observasi tidak kontinu, yaitu 29 Januari–12 Februari 2026, 27 Maret 10 April 2026, dan 13–18 Mei 2026. Data diproses menggunakan program analisis_log.py versi 3.0.0 yang melakukan parsing, validasi kualitas data, korelasi kandidat insiden, serta pemisahan downtime terkonfirmasi dan probable interruption. Hasil pengolahan mencakup 2.171.302 request dan 1.607 respons 5xx, dengan error rate gabungan sebesar 0,0740%. Tidak ditemukan downtime terkonfirmasi sehingga availability berbasis bukti log pada hasil utama sebesar 100,0000%. Dua probable interruption dengan total 161,955191 detik menghasilkan availability gabungan sebesar 99,9945% pada analisis sensitivitas. Evaluasi SLM menunjukkan kesenjangan pada monitoring, pengelolaan insiden dan pemeliharaan, SLA/OLA, pengukuran response time, serta pelaporan. FMEA menempatkan ketiadaan monitoring real-time sebagai prioritas tertinggi dengan RPN 504, diikuti standardisasi pencatatan insiden dan pemeliharaan dengan RPN 336, serta penanganan error 5xx dengan RPN 294. Integrasi analisis log, ITIL 4 SLM, dan FMEA menghasilkan evaluasi yang dapat ditelusuri dari bukti operasional hingga prioritas peningkatan layanan.
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Digital transformation in higher education has increased dependence on scientific journal web application hosting services. However, journal.itk.ac.id, managed by UPA TIK Institut Teknologi Kalimantan, does not yet have a formal Service Level Agreement (SLA) and Operational Level Agreement (OLA), real-time external monitoring, or standardized incident records. This study evaluates service performance, establishes a baseline, proposes service-level targets based on ITIL 4 Service Level Management (SLM), and prioritizes improvements using Failure Mode and Effects Analysis (FMEA). A descriptive quantitative approach was applied to Apache access logs and error logs from three discontinuous observation periods: 29 January 12 February 2026, 27 March–10 April 2026, and 13–18 May 2026. The data were processed using analysis_log_robust_v3.py version 3.0.0, which performs parsing, data-quality validation, incident-candidate correlation, and separation of confirmed downtime from probable interruption. The analysis covered 2,171,302 requests and 1,607 responses in the 5xx class, producing an aggregate 5xx error rate of 0.0740%. No confirmed downtime was found; therefore, the primary log-evidence-based availability result was 100.0000%. Two probable interruptions totaling 161.955191 seconds produced an aggregate availability of 99.9945% in the sensitivity analysis. The SLM evaluation identified gaps in monitoring, incident and maintenance management, formal SLA/OLA arrangements, response-time measurement, and reporting. FMEA ranked the absence of real-time monitoring as the highest priority with an RPN of 504, followed by standardized incident and maintenance records with an RPN of 336 and mitigation of 5xx errors with an RPN of 294. The integration of log analysis, ITIL 4 SLM, and FMEA provides a traceable evaluation from operationa
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | ITIL 4, Service Level Management, FMEA, Risk Priority Number, availability, log server, hosting web. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management T Technology > TA Engineering (General). Civil engineering (General) > TA169.5 Failure analysis T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance |
| Divisions: | Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information Technology > 59201-(S1) Undergraduate Thesis |
| Depositing User: | Subkhan Mas Udi |
| Date Deposited: | 04 Aug 2026 04:03 |
| Last Modified: | 04 Aug 2026 04:09 |
| URI: | http://repository.its.ac.id/id/eprint/143415 |
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