Sari, Widya Kartika (2016) Pembuatan Standard Operating Procedure Dan Solusi Penanganan Insiden Kritis Untuk Jurusan Berdasarkan Incident Management Itil V3 (Studi Kasus : Sistem Informasi, Teknik Perkapalan, Teknik Informatika). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Manajemen layanan teknologi informasi digunakan untuk
mengarahkan organisasi dalam mencapai efisiensi dan
efektivitas TI sekaligus meningkatkan kualitas service
terhadap bisnis sesuai dengan biaya yang disediakan. Sistem
Informasi Manajemen (SIM) yang dikelola oleh LPTSI tidak
lepas dari sebuah insiden layanan TI. Dalam menyelesaikan
insiden layanan TI tersebut, LPTSI dibantu oleh unitjurusanyang
berperan sebagai teknisi. Namun seringnya
insiden berulang dan teknisi yang ada pada masing-masing
unit tidak memiliki pemahaman mengenai TI secara baik
mengakibatkan terganggunya layanan yang diberikan. Oleh
sebab itu dari permaslahan tersebut, diperlukan adanya solusi
penanganan berupa pembuatan Standard Operating
Procedure (SOP) insiden layanan TI. Pembuatan SOP insiden
layanan TI dilakukan dengan mendeteksi insiden yang sering
terjadi pada jurusan, kemudian selanjutnya dilakukan
pemetaan terhadap insiden kritis menggunakan root cause
analysis dan melakukan identifikasi penyabab insiden kritis
berdasarkan
FMECA untuk menyusun solusi penanganan terhadap insiden
layanan TI.
Pelaksanaan tugas akhir ini diharapkan dapat menghasilkan
sebuah produk berupa dokumen Standard Operating
Procedure (SOP) dan Work Instruction (WI) insiden layanan
TI pada jurusan. Dengan adanya pembuatan SOP ini
bermanfaat untuk memberikan standarisasi aktivitas
jurusandalam menyelesaikan insiden layanan TI.
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IT service management is used to steer the organization in
achieving the efficiency and effectiveness of IT while
improving quality of service to the business in accordance
with the cost provided. Management Information System (MIS)
which is managed by LPTSI not be separated from an incident
IT services. In completing the IT service incident, LPTSI
assisted by units of work that acts as a technician. However,
the frequent incidence of recurrent and technicians that exist
in each unit does not have a good understanding of IT results
in disruption of the services provided. Therefore from these
problems, it is necessary for handling solutions in the form of
making the Standard Operation Procedure (SOP) IT service
incidents. Making the incident SOP IT services performed by
detecting incidents often occur in a departement, and then
performed the mapping of critical incidents using root cause
analysis and identification of different causes of critical
incidents based FMECA to formulate solutions to the handling
of IT service incidents.
Implementation of the final project is expected to produce a
product in the form of documents Standard Operating
viii
Procedure (SOP) and Work Instruction (WI) incident on the IT
services unit LPTSI. With the creation of this SOP is useful to
provide the standardization activities of units in resolving
incidents of IT services.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | RSSI 005.74 Sar p |
| Uncontrolled Keywords: | manajemen layanan, insiden TI, jurusan, root cause analysis, FMECA, standard operation procedure (SOP) |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.213 Management information systems. Dashboards. Enterprise resource planning. |
| Divisions: | Faculty of Information Technology > Information System > 57201-(S1) Undergraduate Thesis |
| Depositing User: | Mr. Tondo Indra Nyata |
| Date Deposited: | 11 Oct 2017 02:28 |
| Last Modified: | 27 Dec 2018 07:39 |
| URI: | http://repository.its.ac.id/id/eprint/48939 |
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