AGUNG, HAMZAH (2015) EVALUASI LAYANAN SERVICE DESK MENGGUNAKAN PENDEKATAN SIX SIGMA DAN ITIL V3 DI PT XYZ. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
PT XYZ merupakan salah satu perusahaan penyedia infrastruktur, solusi
bisnis, dan layanan TI di Indonesia. PT XYZ memiliki service desk sebagai
bentuk layanan purna jual terhadap customer. Permasalahan layanan service desk
yang terjadi adalah lambatnya respon penanganan dan lamanya waktu
penyelesaian incident. Diperlukan evaluasi untuk mengetahui sampai sejauh mana
kualitas layanan service desk saat ini. Pendekatan Six Sigma dan ITIL V3 akan
digunakan untuk mengevaluasi layanan service desk di PT XYZ. Sub metodologi
Six Sigma yang digunakan dalam penelitian ini adalah DMAIC. Terdapat tiga
metric yang digunakan pada GQM sebagai standar pengukuran berdasarkan CSF
kinerja. Data yang digunakan adalah laporan incident periode Juli 2014 hingga
Oktober 2014 dengan total 845 incident. Berdasarkan hasil perhitungan diperoleh
nilai DPMO sebesar 79,684.42 dengan nilai sigma sebesar 2.91σ. Hal ini
menunjukkan bahwa kualitas layanan service desk yang berjalan saat ini telah
berhasil menyelesaikan penanganan incident dengan benar sebesar 92,03% dari
total 845 laporan incident. Melalui analisa menggunakan fishbone diagram dan
FMEA terdapat empat kategori permasalahan yang kemudian diberikan
rekomendasi perbaikan menggunakan pendekatan best practice ITIL V3. Melalui
rekomendasi perbaikan ini diharapkan dapat meningkatkan kualitas layanan
service desk di PT XYZ menuju target kinerja layanan pada tingkat Six Sigma.
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PT XYZ is one of the infrastructure, business solution, technology and
services company provider in Indonesia. PT XYZ has a service desk as after sales
service to customers. Problems that occur in service desk services is the slow
response of incident handling and the long duration of incident completion.
Evaluation is required to determine the quality of the existing service desk
services. The approach of Six Sigma and ITIL V3 will be used to evaluate service
desk services in PT XYZ. Sub methodology of Six Sigma that are used in this
research is DMAIC. There are three metrics that are used in the GQM as a
measurement standard based on CSF performance. The data used is the incident
report period July 2014 to October 2014 with a total of 845 incidents. Based on
the calculation results obtained DPMO value 79,684.42 with sigma value 2.91σ.
This shows that the quality of existing service desk services has successfully
completed 92,03% incident handling correctly from the total 845 incident reports.
Through analysis using fishbone diagram and FMEA, there are four categories of
issues that will be given recommendations for improvement using ITIL V3 best
practice approach. With recommendations for improvement are expected to
improve the quality of service desk services in PT XYZ to the level of service
performance target Six Sigma.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.562 Agu e |
| Uncontrolled Keywords: | Service Desk, Six Sigma, DMAIC, ITIL V3 |
| Subjects: | Z Bibliography. Library Science. Information Resources > ZA Information resources |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | Anis Wulandari |
| Date Deposited: | 16 Jan 2017 03:51 |
| Last Modified: | 24 Aug 2018 01:39 |
| URI: | http://repository.its.ac.id/id/eprint/1601 |
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