EVALUASI LAYANAN SERVICE DESK MENGGUNAKAN PENDEKATAN SIX SIGMA DAN ITIL V3 DI PT XYZ

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. =================================================================== 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: Magister Management Technology
Depositing User: Mrs Anis Wulandari
Date Deposited: 16 Jan 2017 03:51
Last Modified: 16 Jan 2017 03:51
URI: http://repository.its.ac.id/id/eprint/1601

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